Overview

This article covers what agents need to know about the transition from the onboarding request module to Journeys, including timelines, historical data access, customer preparation, and migration support.

Understanding the Transition Timeline

The existing onboarding request module will be replaced by the Journeys feature. However, it will remain available for at least another 6 months from the transition announcement. Customers will be notified well in advance regarding the migration timeline. For specific timelines and process details, reach out to the Product team.

Access to Historical Data After Migration

Historical data related to onboarding module tickets will remain accessible through analytics even after the migration to Journeys. Customers concerned about data continuity can be assured that existing records will not be lost. Validate specifics against analytics or product documentation as needed.

Helping Customers Prepare for Migration

Since the onboarding module will stay active for the next 6 months, customers can begin transitioning gradually rather than all at once. Advise them to watch for upcoming communications from the support team, which will include detailed migration steps and timelines. Proactive outreach from agents to flag this transition early is recommended.

Supporting Customers Through the Migration

Through your assigned CSM, we will communicate proactively about the migration timeline and address customer concerns promptly throughout the process. If a customer needs hands-on guidance, provide documentation or resources covering the Journeys feature's configuration and usage. For customers who need additional assistance with setup or migration, coordinate with the product and support teams to arrange direct help. Advise all customers to reach out if they encounter any issues during the transition.