Configuring the Portal Welcome Message (Per Playbook)

Last updated: February 18, 2026

Collection: Using OnRamp
Sub-Collection: Customer Onboarding

Configuring the Portal Welcome Message (Per Playbook)

Your Welcome Message is the first thing your customer sees inside their OnRamp project.

It sets the tone.
It sets expectations.
It defines how collaboration will work.

And when done well, it makes your onboarding feel intentional — not transactional.

Each Playbook can have its own Welcome Message, allowing you to tailor the experience by onboarding type.

Where to Configure the Welcome Message

The Welcome Message is configured at the Playbook level.

To edit it:

  1. Go to Library → Playbooks

  2. Open the Playbook

  3. Navigate to the Portal / Welcome section (or equivalent tab)

  4. Edit the Welcome Message content

  5. Save

Every project created from that Playbook will inherit the configured message.

What the Welcome Message Should Do

A strong Welcome Message should:

  • Welcome the customer (clearly and personally)

  • Set expectations for what’s ahead

  • Explain how to collaborate

  • Clarify how to ask questions

  • Reinforce timelines and responsibilities

It’s not just a greeting — it’s orientation.

Use Merge Fields to Personalize It

This is one of the highest-impact uses of merge fields.

You can insert dynamic fields by typing / and selecting from the list.

Examples:

Welcome to your onboarding, {{company_name}}!

Your OnRamp project will be led by {{project_owner_name}}.

Book time directly here: {{booking_link}}

This ensures:

  • Every customer sees their company name

  • The correct Project Owner appears

  • The correct booking link is included

Personalization should feel intentional — not automated.

Add a Welcome Video (Strongly Recommended)

Text sets expectations.
Video builds trust.

We strongly recommend embedding a short welcome video that:

  • Introduces the onboarding lead

  • Explains what the project is

  • Describes how to navigate the portal

  • Sets expectations for communication and timelines

It doesn’t need to be polished.
It needs to feel human.

Even a 60–90 second Loom can dramatically improve engagement.

Set Clear Expectations

Your Welcome Message should clearly explain:

  • What this project represents

  • What “complete” looks like

  • How long onboarding typically takes

  • What you need from them

  • What they can expect from you

Customers don’t just want tasks — they want clarity.

Explain How to Get Help

This is critical.

Make sure you explicitly tell customers:

  • How to ask questions (via task comments)

  • Where to leave feedback

  • How to escalate urgent issues (if applicable)

Example:

Have a question about any task?
Leave a comment directly on that task — our team monitors them closely.

Clear guidance reduces confusion and email sprawl.

Keep It Structured, Not Overwhelming

Avoid:

  • Walls of text

  • Overly detailed documentation

  • Internal jargon

Use:

  • Short paragraphs

  • Bullets

  • Clear headings

  • Friendly tone

Your goal is clarity, not completeness.

A Simple Welcome Message Framework

Here’s a proven structure:

  1. Warm welcome (personalized)

  2. What this project covers

  3. What happens next

  4. How to collaborate

  5. How to get help

  6. Optional welcome video

That’s it.

Common Mistakes to Avoid

  • Leaving generic placeholder text

  • Forgetting to personalize with merge fields

  • Linking the wrong booking link

  • Not explaining how to comment

  • Over-explaining internal process

Remember: the Welcome Message is about the customer’s experience — not your operations.

Best Practices

  • Use merge fields for company name and owner

  • Include a human intro video

  • Set clear expectations upfront

  • Keep tone confident and welcoming

  • Review the message quarterly as your process evolves

Your Welcome Message is the front door to your onboarding experience.

Make it intentional.