Our goal with the Onboarding tool is to make the process of user acquisition feature-rich and flexible, while still maintaining reliability and consistency. With Centercode's Onboarding, you’ll create Opportunities within your projects that utilize various Sources for bringing in your users. To keep track of users you’ve invited, Opportunities leverage Opportunity Pools - a compiled list of all individuals and unique access Keys associated with an Opportunity.

In this guide, you’ll find answers to many of our most frequently encountered questions and issues. Click the link for in-depth details and troubleshooting steps or scroll below to locate it:

What is Onboarding?

  • Onboarding is a set of connected tools that handle all of the ways users join your Customer Validation Community or Project. These tools have been implemented to standardize the way users are identified, invited, and join. (Read More)

How do I invite users to my Community and Project?

  • Use your Onboarding tool’s Opportunities and Sources. (Read More)

How do I add users to my project automatically?

  • Quick Invite supports this functionality. Use both checkboxes under Advanced Options to accomplish this. (Read More)

What does “User exists in this source already” mean?

  • Potential user has already been invited via Quick Invite. Click the link above for troubleshooting steps. (Read More)

Why can't I search for users I’ve invited? 

  • Invited candidates aren’t users until they click through the invitation and join your Community or Project. (Read More)

How do I find users that I’ve invited?

  • Community Tools or Project Tools > Onboarding > Click Moderate Candidates at the Opportunity you've used or click on the Source you’ve used. You'll be taken to a list of emails in the Candidate pool. (Read More)

How do I send a follow-up email invitations to users I’ve already invited?

  • Manage those who haven’t joined your Community or Project yet in Community Tools or Project Tools > Onboarding > Click Moderate Candidates at the Opportunity you've used or click on the Source you’ve used. Click Email to send emails to all users. You can also filter for emails. (Read More)

What does "This Opportunity Is Not Available" mean?

  • The Opportunity used to invite your potential users has either expired, reached user limit, missing Destination Teams, or is inactive. (Read More)

I'm trying to invite users but I get this "Your filter matched inactive results which are not shown" message.

  • Your Opportunity is currently set to inactive. Activate the Opportunity to complete the invitation process.

What is "Users will be Onboarded into Community via" mean within my Project's Opportunity?

  • This setting dictates how those without accounts will create their accounts. You can select which Community Opportunity new users experience first in order to reach your Project. (Read More)

How do I change my landing page text?

  • Your Opportunity controls the landing page text that your users see. Click into your Onboarding tool to modify your landing page. (Read More)

How do I set the Teams my users get added to when they join my Community or Project?

  • Your Opportunity also controls the Destination Team your users get added to when joining your Community or Project. (Read More)

How do I know who has been emailed to join my Community or Project?

  • Your Opportunity’s Pool Management dashboard includes statuses such as # of times emailed. (Read More)

How does “Not Interested?” work?

  • Not Interested refers to all users who clicked the “Not Interested?” link in the footer of an Onboarding email or on the Opportunity’s landing page. (Read More)

Why can't my users see the Project they've been added to on their homepage?

  • They’re likely lacking the Access Project Role from within that Project. (Read More)

Why are my users getting this “the Page Your Are Attempting to Access Is Unavailable” message?

  • If your users can’t see their Projects on your Community Homepage, they’re likely lacking the Access Project Role from within that Project. (Read More)

Full explanations to commonly asked questions:

What is Onboarding and how do I use it?

Onboarding is a set of connected tools that handle all of the ways users join your Customer Validation Community or Project. These tools have been implemented to standardize the way users are identified, invited, and join:

Opportunities are highly customizable landing pages which place users on selected Team(s). Opportunities control the landing page and subsequent access provided to your potential users, determining the first steps and initial experience of accessing your Community or Project. The Platform includes both Community Opportunities (for new users) and Project Opportunities (to add existing users to projects).

Sources represent where your users come from. They are attached to Opportunities as a method to bring potential users to your Opportunity's landing page (e.g. a custom URL or an invite sent to a list of email addresses). Sources include a diverse set of paths to be used at your discretion in the most advantageous and effective ways for your user acquisition efforts.

Opportunity Pools act as a holding place for users who have been invited, but not yet joined your Community (re: Community Opportunities) or a project (re: Project Opportunities). Lists generated by Sources, Opportunity Pools allow you to curate/nurture your candidates through to their eventual conversion as active members into your Community or Project.

How do I invite users to my Community and Project?

If you'd like to add a large group of users, Onboarding is well suited for the job. This can be accessed under your Community Tools / Project Tools, and involves creating an Opportunity (landing page) and attaching one or more Sources to it (e.g. Community Filter, Email List). Users added through onboarding will remain in that Opportunity Pool until they activate ("Convert") their account (e.g. click the link in the email or the project on their Community Homepage). The Opportunity  Pool will also allow you to send reminders to all unconverted users.

If you're looking to invite one or more users ad-hoc, just click the person icon to the left of the search bar in the upper right-hand cover of your screen, from anywhere within your Project. This brings up the Quick Invite overlay, which allows you to rapidly invite up to 100 users to specific Project Teams or directly to any existing Opportunity. Quick invite sends a very brief email (which you can customize).

How do I add users to my project automatically?

If you have some existing community users (especially internal support accounts) that need to be added to your Project ASAP, utilize “Convert Existing Users to Project Automatically” to bring users into your Project sans email. 

What does “User exists in this source already” mean?

Quick Invite is unique in how it invites users into your Community or Project. It's the only Onboarding Source that can be used continuously to grow it's Opportunity Pool. However, this handy feature has its drawbacks. 

This is the result of adding an email address that has already been added via Quick Invite. Here are 2 options to resolve this scenario:

  1. Email the use from Onboarding Management or Moderate Candidates (recommended)

    2. Remove their email address from the Quick Invite Source Pool, then Quick Invite again

Since Auto Convert is typically an escalation to add internal users, this will result in the same error unless email address is cleared from the Source Pool (#2 above)

Why can't I search for users I’ve invited? 

Since these users haven't accepted your invitation to your Community or Project yet, User Management and the Search Bar will not pull up results.

How do I find users that I’ve invited?

Once you’ve used the appropriate Sources (invitation method) to invite your potential users, you’ll need to manage those who haven’t converted (accepted your invitation). From the Onboarding tool, click the Source you used (Email List, Dedicated URL, etc) to be taken to the Pool. From here you can email your candidates.

What does "This opportunity is not available" mean?

"This opportunity is not available" is the default messaging set for an Opportunity that is now inaccessible due to any of the following circumstances: 

  • Reached the designated Expiration Date or User Limit
  • Marked or toggled "Inactive"
  • Missing Team Destination selection

Expiration & User Limit

If your users are experiencing the "This opportunity is not available" message in error, your the first area to check is the Expiration & User Limit fields within your Opportunity. Once you click into your Opportunity, scroll down to Advanced Options. 

Setting a blank expiration date indicates that the Opportunity will never expire, pending User Limit. Blank User Limit indicates unlimited number of users can join through this Opportunity. By default, both fields are blank.

Toggled Inactive

Below are the Active and Inactive states that your Opportunities and Sources may look like. Please note gray and italics of the inactive state. If unintentionally inactive, hover over the Opportunity and Source, then click Toggle Status. 

Missing Destination Teams Selection

This can occur if the originally selected Destination Teams are deleted within the Team Management tool by an administrator. To resolve this, simply click into the Opportunity that's unavailable (you may have to check both the Project and Community Opportunity) and select new Destination Teams. An indicator of teams missing is that all Team Types are collapsed. 

Keep in mind that users who use your Project-level Opportunity must first access your Community-level Opportunity to create their accounts. If your Project-level Opportunity doesn't have an Expiration date or User Limit, please check the Community-level Opportunity for those.

I'm trying to invite users but I get this "Your filter matched inactive results which are not shown" message.

Your Opportunity is currently set to inactive. Activate the Opportunity to complete the invitation process.

What is "Users will be Onboarded into Community via" mean within my Project's Opportunity?

This setting dictates how those without accounts will create their accounts. You can select which Community Opportunity new users experience first in order to reach your Project. Here's the Onboarding flow new users will experience:

  1. User receives invitation to join your project
  2. User clicks the Opportunity invitation link
  3. User is taken to your Project Opportunity's landing page
  4. User clicks to join the Project
  5. User sees Community Opportunity's landing page (dictated by User Account Options screenshot above)
  6. User clicks the Create Account button to create their account
  7. Once account creation is complete, user encounters any Community Notices dictated by Community Opportunity's Destination Team
  8. User encounters any Project Notices dictated by the Project Opportunity's Destination Team
  9. User reaches Project

How do I change my landing page text?

Opportunities control your landing page and onboarding experience of your Community or Project invitations. Click the dark header of your Community or Project Opportunity in order to see the landing page you’re looking to modify.

How do I set the Teams my users get added to when they join my Community or Project?

This can also be done through your Opportunity. The onboarding experience is determined by setting the Destination Team(s) for the Opportunity. Users who convert through your landing page are added to the selected team(s). The team(s) then determine their login experience and access to resources as they enter - everything from initial profiling forms and presented Notices to access to other resources like bug reports and product downloads. Team assignment (and therefore access) all starts with an Opportunity's Destination Team(s).

My users can’t see the Project they’ve been added to on their homepage

If your users can’t see their Projects on your Community Homepage, they’re likely lacking the Access Project Role from within that Project. To resolve this from your Project:

  1. Click on Project Tools
  2. Click on Roles
  3. Drop down the Team Type and select the type your users are part of (Participants if testers, for example)
  4. Check the missing checkbox associated with Access Project
  5. Click Submit

My users are getting this “The page your are attempting to access is unavailable” message

While this is not specifically an issue with Onboarding, this is still something your users may experience when accessing your Project or a specific piece of content. This message simply refers to those resources may likely be missing the appropriate Team Access within the resource’s basic settings, or have an expiration date set that has passed.

If your users can’t see their Projects on your Community Homepage, they’re likely lacking the Access Project Role from within that Project.

How Do I Know Who Has Been Emailed to Join My Community or Project?

Your Opportunity Pool allows you to to monitor and nurture your potential users, eventually converting them into testers in a manner that’s simple and straightforward for both parties. 

To moderate your candidates, including seeing who has been emailed:

  1. Click Project Tools
  2. Click Onboarding
  3. Locate your Opportunity used or the specific Source you’ve used to acquire potential users
  4. Hover over and click the Moderate Candidates icon

All the candidates pooled within your Opportunity are shown on a dashboard that includes six statuses.

An Opportunity’s Pool Management dashboard includes the following six statuses:

  • Total - the number of candidates within this Opportunity’s Pools.
  • Emailed - the number of candidates emailed about this Opportunity.
  • Clicked - the number of candidates who have clicked through an invitation, including emailed links.
  • Not Interested - all candidates who clicked the “Not Interested?” link in the footer of an Onboarding email they’ve received.
  • Blacklisted - candidates who have attempted to convert to full users, but were blocked by your Recruitment Limiting Filter.
  • Converted - candidates who successfully joined through any Opportunity.

Why does my Agreement / Survey / Content not present to users as they log into my Community or Project?

There are two steps in troubleshooting this issue. 1) Review the Team Access of the resource that’s not presenting and ensure it’s set as a Notice. 2) Review the Notice tool and ensure that the Notice Chain, the order that your Notices resolve, is ordered appropriately. 

  1. Review your resource’s Team Access (located in Basic Settings) and ensure that the desired Team(s) have Notice marked off
  2. Click Community Tools or Project Tools
  3. Click Notices
  4. Locate the Agreement, Survey, or Content that’s not being presented to your users. Click the left of the resource and drag it to the appropriate position
  5. Use the Preview Notice Chain tool and review the Notice Chain for your team(s)

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