Keep Moving · Reading path
Help customers recover and continue
A reading path for restoring progress, handing off a blocked task and bringing people back when there is something useful to do.
Restore the return path
Begin with saved work and changed conditions rather than replaying the welcome flow.
How to help users resume abandoned setup Explore recovery & re-engagementProtect valid progress
Give people time to respond and a clear way back after a session expires.
Onboarding session timeouts: warn, extend and preserve valid work Explore recovery & re-engagementCarry context into support
Help the next person understand what the customer tried and where the task stopped.
When setup needs support, send the context with the customer Explore recovery & re-engagementSend a relevant next step
Base follow-up on the current task, with clear waiting and stopping rules.
Behavior-based onboarding emails: when to send, wait, and stop Explore recovery & re-engagementContinue without disrupting work
Introduce a new capability when it fits the customer’s needs and permissions.
How to introduce new features without disrupting existing work Explore recovery & re-engagement