Customer.io · new user onboarding
Onboarding outreach sequence
The current welcome and messaging sequence that nudges new paying practices to book a free 1:1 onboarding call. This is the live Customer.io journey, pulled straight from the workspace.
At a glance
Who enters
New paying admins. People who become a paying customer and are an account admin, excluding anyone who has subscribed in the last 12 months (so re-subscribers don't get onboarded twice).
The goal
Book a free onboarding call (a Calendly booking). The moment someone books, they exit the sequence and stop receiving messages.
What's live today
All four touchpoints: two emails from Jerrard (Day 2 and Day 7), a Day-4 SMS, and a Day-14 check-in email. The Day-7 follow-up and everything after it reach everyone who hasn't booked a call yet.
Just switched on
The Day-4 SMS and Day-14 check-in were turned on 25 June, adding two more touchpoints to reach people who haven't booked yet. The SMS only goes to US contacts with a mobile number on file.
The sequence
Becomes a paying customer
entryEnters the journey. A 2-day wait follows before the first message.
Email 1: "Have questions? Your plan includes 1:1 support"
LiveWarm intro from Jerrard offering a free setup session. Running a 50/50 A/B test on the body copy.
SMS: onboarding nudge
LiveA short text with the booking link. Only sent to US contacts with a mobile number on file.
Email 2: "Checking in: need a hand getting set up?"
LiveFollow-up for everyone who still hasn't booked. Booking a call is the only thing that exits the sequence. Also running a 50/50 A/B test.
Email: "Still here whenever you want a hand"
LiveA final check-in, a week after Email 2, for anyone who still hasn't booked.
Books a call → leaves the sequence
goalBooking is the conversion. It also removes the person from any remaining steps immediately.
How it's performing
| Step | Status | Sent | Delivered | Human open | Human click | Calls booked |
|---|---|---|---|---|---|---|
| Email 1 · Day 2 | Live | 723 | 714 | 274 (38.4%) | 35 (4.9%) | 35 |
| SMS · Day 4 | Live (new) | — | — | — | — | — |
| Email 2 · Day 7 | Live | 678 | 667 | 254 (38.1%) | 30 (4.5%) | 37 |
| Check-in · Day 14 | Live (new) | — | — | — | — | — |
Email 1 · Day 2
Hey first name,
As part of your Carepatron plan, you have access to our team of specialists for 1:1 sessions.
Whether you have questions about your plan, want to explore features, or just want to make sure you're getting the most out of Carepatron, we're here to help. If that sounds useful, feel free to book a time.
Jerrard September
Onboarding Specialist, Carepatron
E support@carepatron.com
W www.carepatron.com
Hey first name,
Welcome to Carepatron, really glad to have you here.
I'm Jerrard, I work on the onboarding team. My team and I help practices like yours get the most out of Carepatron, and we'd genuinely love to do the same for you.
Now that you're set up, you've got the whole team behind you, completely free. A great group of people who know Carepatron inside out and want to see you and your practice do well.
If you'd like a hand getting set up the way you work, grab a free 30-minute session with one of us. No prep needed! Most people are surprised by how much faster things click once someone walks through it with them.
And if you'd rather explore on your own first, go for it. The link stays open whenever you want it, and you can always reply straight to this email if you get stuck.
Rooting for you,
Jerrard September
Onboarding Specialist, Carepatron
E support@carepatron.com
W www.carepatron.com
Email 2 · Day 7
Hey first name,
Quick follow-up. That free session with our team is still sitting open whenever you want it, no rush at all.
If anything's on your list to set up, a short call is usually the fastest way to get it sorted. A few things we often help people with:
- Migrating client records from your old platform
- Setting up templates for your specialty
- Getting online booking and payments running
- Training for you or your team
Pick a time that suits you and one of us will walk through it with you.
Or if it's easier, just reply to this email and we'll point you in the right direction. No pressure either way.
Happy to help,
Jerrard September
Onboarding Specialist, Carepatron
E support@carepatron.com
W www.carepatron.com
Hey first name,
Just following up. If you'd like a hand with anything like importing data, setting up templates, or configuring payments, a quick call is the fastest way to get it done.
A few things we can help with:
- Migrating client records from your old platform
- Setting up templates for your specialty
- Getting online booking and payments running
- Training for you or your team
Just pick a time that suits you. Happy to help.
Jerrard September
Onboarding Specialist, Carepatron
E support@carepatron.com
W www.carepatron.com
Day-4 SMS · now live
Live · switched on 25 June
Day-14 check-in email · now live
Live · switched on 25 June
Hey first name,
Quick last check-in. You've had Carepatron for a couple of weeks now, so we wanted to make sure nothing's stuck.
If there's anything on your list to set up, a short call with our team is usually the fastest way to get it done, and it's included in your plan. A few things we often help with:
- Importing client records from your old platform
- Building templates for your specialty
- Getting online booking and payments live
- Training for you or your team
Prefer to sort it yourself? Just reply and tell us what you're working on, and we'll point you to the right guide.
Glad you're here,
Jerrard September
Onboarding Specialist, Carepatron
E support@carepatron.com
W www.carepatron.com
Opportunities to lift engagement
-
Done: SMS and Day-14 check-in are now live
Both were switched on 25 June, adding two more touchpoints at the roughly 90% who don't book off the first email. SMS is the one to watch, since it reaches people who never open email and tends to get read fast. Worth checking the lift in calls booked in a couple of weeks.
-
Opens are strong, clicks are the bottleneck
About 38% open, but only around 12% of openers click through to Calendly. The story and sender are landing; the single "book a call" ask is where people stall. Worth testing the offer framing, a clearer reason-to-book, or a lighter first ask.
-
Done: the sequence now exits only on a booking
It used to drop anyone who clicked the first email, even if they never booked, which lost the most engaged group. As of 25 June that click-based exit is gone. The only thing that ends the sequence now is booking a call, so people who clicked but didn't book keep getting Email 2 and the Day-14 check-in.
-
The A/B tests are running but undecided
Both emails split traffic on body copy with the subject lines held constant, so the variants tell us little about opens. Booking rates between variants are close on small samples. Pointing at least one test at the subject line would move the metric that's actually stuck (clicks).
Source: Customer.io campaign 32 "Onboarding - Outreach", Carepatron production workspace. Figures cover Customer.io's rolling last-45-day window as of 25 June 2026.