Question about onboarding flow before first conversation

[tornidomaroc-web]

Hi,

I’ve been analyzing the onboarding flow in Chatwoot and noticed something specific.

After signup/login, users are redirected to the dashboard, but they cannot reach a meaningful first outcome (handling a conversation) unless they manually create and configure an inbox first.

This creates a gap where:

The user lands in the product
But cannot experience the core value immediately

Was this an intentional design decision?

In many SaaS products, the first value is triggered faster (or simulated) to reduce friction and improve activation.

Curious to understand how you approached this.

Thanks

[sojan-official]

Thanks for bringing this up, this is a great observation.

We are working on a new onboarding flow that sets things up based on the user’s use case or industry. This includes auto-configuring inboxes, AI assistance, and the help center so users do not have to start from scratch.

The goal is to guide users more directly toward their first conversation and help them experience the core value early on.

Appreciate you sharing this.

cc: @scmmishra @pranavrajs

[tornidomaroc-web]

Thanks, that makes a lot of sense.

Auto-configuring inboxes and guiding toward the first conversation sounds like a strong direction.

Out of curiosity — are you thinking of letting users reach a “simulated” first conversation (or preview) before full setup is completed?

In some cases, even a lightweight initial interaction can significantly reduce hesitation before configuration.

Curious how you're thinking about that balance.

[tornidomaroc-web]

Subject: following up on the onboarding thread Hey Sojan, appreciate you taking the time to respond in the Q&A — and good to hear the new onboarding flow is already in progress. I dug deeper into the repo after that conversation. The activation gap is clear in the code: users hit ChannelFactory → FinishSetup → AddAgents before they reach any conversation state. The EmptyState component sits between signup and first value with no simulated or guided path through it. That's the exact friction point you described working on. The direction you mentioned — auto-configuring inboxes by use case — would directly address this. If it's useful, I can share a more detailed breakdown of where the drop-off likely concentrates and what patterns similar products use to bridge it. Abo Jad Le sam. 4 avr. 2026 à 06:27, Sojan Jose ***@***.***> a écrit :

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Thanks for bringing this up, this is a great observation. We are working on a new onboarding flow that sets things up based on the user’s use case or industry. This includes auto-configuring inboxes, AI assistance, and the help center so users do not have to start from scratch. The goal is to guide users more directly toward their first conversation and help them experience the core value early on. Appreciate you sharing this. cc: @scmmishra <https://github.com/scmmishra> @pranavrajs <https://github.com/pranavrajs> — Reply to this email directly, view it on GitHub <#13991 (comment)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/CANBVWRFF5FSYSYLPJTBYCL4UCMLDAVCNFSM6AAAAACXMCX2W2VHI2DSMVQWIX3LMV43URDJONRXK43TNFXW4Q3PNVWWK3TUHMYTMNBUGUZDANI> . You are receiving this because you authored the thread.Message ID: ***@***.***>