Welcome email and onboarding

The first impression your client’s users get from us is shaped on Training → Onboarding — the welcome email they receive after they’re added and the onboarding flow they see when they log into the learning portal. This article covers both.

Training onboarding page showing welcome email controls

The welcome email

The welcome email tells users what’s about to happen — that they’ve been enrolled in security training, when to expect their first course, and how to log in. We send it after the user is added to our system — on the next weekday run, or a set number of business days later if you’ve set a wait.

Who gets a welcome email

This is the part that generates the most questions, so here it is plainly.

When welcome emails are on for a client, each scheduled run — on a weekday — welcomes the users who were added after welcome emails were turned on (see below), haven’t been welcomed yet, and have waited out any delay you’ve set. We keep track of who’s been welcomed, so each new user gets the email once. The exception is Reset (below), which deliberately re-sends to everyone currently at the client — including people who were already welcomed.

Turning welcome emails on does not blast the users who are already there. The moment you enable them — whether you flip the partner-wide default or a single client’s override — the users already at that client are left out by default. Only people added after you turn it on get welcomed. That’s deliberate: it stops a first-time setup from surprising an entire existing user base.

When you turn welcome emails on, we ask you directly which behavior you want:

Only new users (the safe default) — everyone already at the client is skipped; only users added going forward are welcomed.
Send to existing users — everyone currently at the client is welcomed on the next run, on top of future additions.

So an existing user receives a welcome email only if you explicitly choose Send to existing users when enabling — or set a First send date (see Hold welcome emails until a user starts), which welcomes everyone at the client on that date.

Will receive a welcome email

Any user added after welcome emails were turned on for their client.
Every user already at the client — only if you chose Send to existing users when you enabled, or set a First send date.

Will not receive a welcome email

Users who were already at the client when you turned welcome emails on (unless you chose Send to existing users or set a First send date) — normal runs skip them.
Every user at a client whose override is pinned Off.
Anyone who’s already been welcomed — unless you use Reset.
(Delayed, not skipped: a user added over a weekend is welcomed the next weekday, and a user at a client with a wait is welcomed once it’s up.)

Set your partner-wide default

Most partners want welcome emails on for every client by default — that way every newly-onboarded client just inherits the right behavior without per-client clicks. Set it once:

Open the partner menu → Settings → Onboarding. The first card is Welcome Email.
Toggle Send welcome emails on. This is the master default — every client follows it unless you explicitly override per client.
Click Save. The first time you turn the default on, we ask whether to Send to existing users or welcome only new users going forward. Pick Only new users unless you specifically want to welcome everyone already at your inheriting clients — see Who gets a welcome email.

The default at a fresh install is off. Flip it on once and every client set to Inherit starts welcoming new users from that point forward.

Override for a specific client

Open the client → Training → Onboarding. The welcome email controls at the top are a tri-state radio:

Inherit (On) or Inherit (Off), showing your current partner default — follow that default, including any future changes to it. Pick this for the 95% case.
On — pin to On for this client even if the partner default is off.
Off — pin to Off for this client even if the partner default is on. Useful for customers who specifically don’t want the welcome message.

When welcome emails are on for the client, more controls appear below. The send hour picks which hour of the day welcome emails go out for this client (defaults to 8 AM UTC; we send on weekdays only); on Inherit it shows your partner-wide hour instead of a picker. Wait after a user is added sets this client’s own delay; leave it blank to use your partner default.

Save when done. The new override applies starting from the next scheduled run. The first time a client starts sending — when you switch it to On, or to Inherit while the partner default is on — we ask the same Send to existing users vs. Only new users question described in Who gets a welcome email. If you’ve set a First send date, we don’t ask: everyone at the client is welcomed on that date. The page also shows how many users are currently pending a welcome email at the next run, so you can confirm who’s included before anything goes out.

Hold welcome emails until a user starts

Users are often added to a directory a week or two before their first day. To keep the welcome email from landing before they’ve started, set Wait after a user is added — the number of business days (Monday to Friday, 0–30) we hold each new user’s welcome email after the day they’re added.

Partner default — Settings → Onboarding, on the Welcome Email card. Every client uses it unless it sets its own. It starts at 0: users are welcomed on the next weekday run after they’re added.
Per client — the client’s Training → Onboarding page. Enter a number to override your default for this client, or leave it blank to inherit.

The client’s card shows how many users go out on the next send and how many are still waiting. If the client also has a First send date, nothing goes out before that date, wait or no wait. Every user at the client receives a welcome email on that date.

What the email looks like

Welcome email greeting the user with the Access Learning Portal button

The email greets the user by first name, names both their company and your partner brand, and includes a single CTA — Access Learning Portal — that opens learning.infimasec.com for them.

That’s the default wording. If a client wants a different subject, their own tone, or the phishing mention left out, click Customize on the Welcome Email card — it opens an editor for the subject, body, and sender, with a partner-wide default and a per-client override. See Customize the welcome email.

Onboarding modules

Below the welcome email controls, the same page configures the onboarding flow — the sequence of modules a new user sees when they log into the learning portal for the first time. Combine partner-library modules with your own custom video / PDF uploads.

Reorder the sequence with the up and down arrows, then click Save Order. Enable / Disable gates whether each module is included. Custom modules can be deleted entirely; INFIMA-provided modules can only be enabled/disabled.

You’ll know it worked when

The Welcome Email card shows your choice, with the send hour below it.
A newly-synced user receives the welcome message on the first weekday run after they’re added — or once the wait is up, if you’ve set one.
That user, on logging into the learning portal, sees the onboarding modules you’ve enabled in the order you set.

Frequently asked

If I turn welcome emails on, will all my existing users suddenly get one? No. Turning them on welcomes only users added from that point forward — the users already at the client are skipped by default. They get a welcome email only if you choose Send to existing users when you enable. See Who gets a welcome email.

How do I welcome the users who are already at a client? Choose Send to existing users at the moment you enable welcome emails. If welcome emails are already on and you want to welcome everyone currently there (say, after a bulk import), use the Reset button on the client’s Training → Onboarding page — the next run then welcomes every current user.

Will a user ever get the welcome email twice? Not in normal use — we keep track of who’s been welcomed, and each user gets it once. The exception is Reset: the next run then welcomes everyone currently at the client, including anyone who was welcomed before. Treat it as a deliberate “re-welcome everyone” action.

How can I see exactly who will be emailed before it sends? The client’s Training → Onboarding page shows a count of users pending a welcome email at the next run. Zero means nothing sends; a number is exactly who’s queued. Users still waiting out a delay are counted separately, with the date the next of them goes.

A new user was synced but didn’t get a welcome email. First check: is the welcome email enabled for the client? Second: was the user added on a weekend? We send on weekdays only, so a Saturday addition lands Monday. Third: does the client have a wait or a first send date set? The user is held until both have passed — the card on the client’s Training → Onboarding page shows them as still waiting. If none of these explains it, see A user isn’t getting training emails.

New hires are added before their start date. Can the welcome email wait until they start? Yes — set Wait after a user is added to roughly the gap between when people are added and when they start, in business days. Set it once as your partner default, or per client. See Hold welcome emails until a user starts.

Can I send the welcome message at a different time per user? No — the send hour is per-client. Same time for everyone synced into that client. Pick a sensible local-business hour for the customer’s headquarters.

Can I customize what the welcome email actually says? Yes. Click Customize on the Welcome Email card — on the client’s Training → Onboarding page for a per-client version, or under Settings → Onboarding for a partner-wide default every client inherits. You can change the subject, the body, and the sender, switch the optional sections (course invites, reminders, phishing mention, portal button) on or off, and send yourself a test before saving. See Customize the welcome email.

My client doesn’t want a welcome email at all. Set their override to Off. Their inherit-status changes from “follow the partner default” to a pinned no-send, and they keep their pinned setting even if you change the partner-wide default later. The first time the user sees us will be the training-assignment email instead — a perfectly fine onboarding pattern if the customer prefers minimal touchpoints.

I want welcome emails on for every client by default — do I have to flip the switch for each one? No — set the partner-wide default to On under Settings → Onboarding → Welcome Email. Every client whose per-client override is Inherit picks up the new default immediately. You only need to touch a specific client’s override when their needs differ from the partner default.

I turned on the partner default but one client isn’t sending. What’s wrong? Check that client’s per-client override. If it’s pinned to Off (vs. Inherit), the partner default is being ignored for that one client. Switch them back to Inherit or pin them to On.

Can a Training Manager or View Only admin change these settings? No. They can see the client’s Training → Onboarding page, but the welcome email and onboarding controls are read-only for them. An Administrator makes the changes.

Where do I set the training cadence? That’s a separate page — Training → Setup. See Control how training is scheduled for the cadence picker, adaptive scheduling toggle, topic priorities, and time-to-complete window.

Customize the welcome email — change the subject, body, and sender, partner-wide or per client.
Partner-level settings → Onboarding — the partner default that new clients inherit at creation.
Control how training is scheduled — cadence and topic priorities (separate page from this one).
Training reminders — emails that go to users after a course is assigned.
Tailor to your client — where this fits in the onboarding journey.