Users that haven't finished onboarding into your community receive a sequence of follow-up emails encouraging them to complete the process and become a full member of your community.
All emails sent will appear as an extension of your brand with your community name and colors. If you have your custom email domain settings enabled, the emails will come from your custom domain (See Settings > Email Settings to enable this).
Email follow-up sequence
There are 2 stages in the pending user journey that trigger follow-up email sequences:
Paid, Onboarding incomplete. (for paid invitation links) The user paid but didn't finish creating their account. They need to revisit the same invitation link and complete onboarding using the same email they made their payment with.
Awaiting first login. The user completed onboarding but hasn't logged into the community. Once they log in and verify their identity, they'll become a community member.
Paid, Onboarding incomplete
Heartbeat will send 4 emails over 3 days to a member that is stalled in this stage of the onboarding process:
Payment Confirmation (sent immediately)
Payment Confirmation (sent immediately)
Follow-up #1 (sent 1 day after user enters this stage)
Follow-up #1 (sent 1 day after user enters this stage)
Follow-up #2 (sent 2 days after user enters this stage)
Follow-up #2 (sent 2 days after user enters this stage)
Follow-up #3 (sent 3 days after user enters this stage)
Follow-up #3 (sent 3 days after user enters this stage)
Awaiting First Login
Heartbeat will send 4 emails over 3 days to a member that is stalled in this stage of the onboarding process:
Follow-up #1 (sent 10 minutes after user enters this stage)
Follow-up #1 (sent 10 minutes after user enters this stage)
Follow-up #2 (sent 1 day after user enters this stage)
Follow-up #2 (sent 1 day after user enters this stage)
Follow-up #3 (sent 2 days after user enters this stage)
Follow-up #3 (sent 2 days after user enters this stage)
Follow-up #4 (sent 3 days after user enters this stage)
Follow-up #4 (sent 3 days after user enters this stage)
You can monitor the progress of pending users and the follow-up email sequence in Settings > All Users > Pending.
Frequently Asked Questions
Can you edit the follow up email sequence?
Can you edit the follow up email sequence?
While you cannot edit the content of the follow-up email sequence yet, we do plan to add this in the future.
How do I help a user get past pending status?
How do I help a user get past pending status?
While Heartbeat tries to send the proper follow-ups to get a member fully onboarded, there are a number of options you have as an admin to help get them into the community. In the pending tab of your All Users settings page, you can resend invitation links or copy the email of pending users to send them custom follow-up emails.
Can you delete pending users?
Can you delete pending users?
You cannot delete pending users just yet, but it's something we're hoping to add soon! You can upvote the request here.