Summary
Onboarding problems usually show up as a broken handoff between “account created” and “workspace ready.” The current product flow suggests the most common onboarding issues are likely to come from:- organization creation
- missing follow-up setup after onboarding completes
- channel setup still being incomplete
- contact data not being ready yet
Who this is for
Customers and internal teammates diagnosing setup or operational issues.Symptoms this page should help with
- You can sign in but do not know what to do next.
- You finish the self-serve sign-up flow but do not land in a usable workspace.
- You have an organization, but the workspace is not operational yet.
- You can reach the dashboard, but core setup is still incomplete.
- Your first campaign is blocked by missing prerequisites discovered too late.
Likely root-cause buckets
Organization setup is incomplete
The organization may have been created successfully, but important defaults or settings were never reviewed afterward. This is the most important first split:- either the workspace was never created successfully
- or it was created, but the next setup steps were skipped or misunderstood
Channel infrastructure is not ready
Onboarding may feel complete even though email or SMS setup still blocks real outreach.Audience data is missing
You may expect campaigns to work before any usable contacts or segments exist.Team access is unclear
You may not know whether to keep working alone, add teammates, or hand off setup tasks.Fastest way to triage onboarding
- decide whether your issue is account creation, organization creation, or post-onboarding setup
- confirm whether you can reach the main workspace surfaces after signing in
- confirm whether channel setup was actually completed or only started
- confirm whether contacts and audience definitions exist yet
Specific issue patterns
”I signed up, but setup never seems to finish”
Treat this as an organization-creation or workspace-provisioning problem first, not a campaign or channel problem. What to check:- whether you are still authenticated after the setup attempt
- whether signing out and back in reveals that the workspace was partially created
- whether the organization now exists but you never got redirected cleanly
- whether repeated retries are creating confusion instead of moving setup forward
”I can enter the app, but nothing feels usable”
This usually means onboarding technically completed, but operational setup did not. Most common missing pieces:- email or SMS configuration was not finished
- you have not imported contacts yet
- you have not created segments, campaigns, or agents yet
- you expected the dashboard to be meaningful before any real setup happened
”The dashboard is there, but launch is still blocked”
Treat the dashboard as orientation, not proof that the workspace is launch-ready. You may still be blocked by:- unverified email domain configuration
- incomplete SMS setup
- missing contacts or segments
- campaigns that are saved but not actually runnable
First triage checklist
- Confirm the organization was created successfully.
- Confirm the workspace owner can reach Settings, Contacts, and Campaigns.
- Confirm channel setup has at least been reviewed.
- Confirm there is a plan for importing contacts before campaign launch.
- Confirm the user understands whether the remaining problem is onboarding, channel setup, or campaign readiness.
Good handoff after onboarding
Even when onboarding itself succeeds, the next steps should be explicit:- review email and SMS setup
- import contacts
- create or review segments
- create the first campaign
- treat the first run as a controlled test, not a blind launch