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INFIMA Knowledge Base

Welcome email and onboarding

The first impression your client’s users get from us is shaped on Training → Onboarding — the welcome email they receive on first sync 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 on the user’s first sync into our system, before any course assignments.

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:

  1. Open the partner menu → Settings → Onboarding. The first card is Welcome Email.

  2. Toggle Send welcome emails on or off. This is the master default — every client follows this unless you explicitly override per client.

  3. Click Save.

The default at fresh install is off so existing tenants aren’t surprised. Flip it on once and every client that hasn’t been touched starts sending welcome emails on their next user sync.

Override for a specific client

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

  • Inherit (currently: On / Off) — follow the partner 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.

And the send-hour control below picks which hour of the day welcome emails go out for this client (defaults to 8 AM UTC; we send on weekdays only).

Save when done. The new override applies starting from the next scheduled run.

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.

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 drag handles. 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 toggle reads Enabled with your chosen send hour.
  • A newly-synced user receives the welcome message during a weekday morning following their first sync.
  • That user, on logging into the learning portal, sees the onboarding modules you’ve enabled in the order you set.

Frequently asked

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 morning. If neither explains it, see A user isn’t getting training emails.

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? The current Tailor view exposes enable/disable and send hour. Template-level content customization is partner-default-driven; for tighter control, contact our support team.

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.

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.