You can create different onboarding flows for different user roles which is beneficial as, for example, managers probably need to complete one set of actions to successfully onboard with a customer service platform (for example, viewing performance report and allocating support agents), while support agents complete another (sending their first message and creating message templates for faster replies). This article illustrates how you can create and update the onboarding experience for users with different roles in your software, based on user attributes set from third-party platforms, like Segment, Intercom and the Traitly API.
First, you need to log in to your account on Traitly.com which will bring you to the start page of your account. Here, you need to click on "Event Flows" on the left hand side, as seen in the image below.
You will then arrive at a page where you can create segmented onboarding experiences using event flows. This means that you can segment who should receive which action and not. If you have not already created a flow for a particular segment, then you can easily do so by clicking on the plus icon on the upper right hand corner (see image below).
As a first step, you need to give your flow a name (shown in the image below). Suppose you run a customer service software platform. Then you want to create one flow for managers who use your software - let's call it a "Manager Flow", which will be the name of the user group. You can then filter who should be inclduded in the "Manager Flow" group, which in this example is based on user-roles (i.e., all users with the role "manager" will be shown in this flow when they use your software). Note that you will have a range of attributes to choose from when filtering and is not limited to user type - you can for example, add other filters like showing one flow to paying users, and another to non-paying users.
Lastly, "All Events" is the list of all available actions that your users can complete. Here, you need to select the actions relevant to all managers by dragging and dropping them into the yellow square "Display Events" highlighted in the image below. These are the actions that will appear inside the onboarding flow for users with the role 'manager' in your software.
Finally, scroll down to the bottom of the page and click "Create rule". Congratulations - you have successfully created your first onboarding flow.