Transactional vs Marketing Classification
Welcome emails sit in a gray area between transactional and marketing. Getting the classification wrong affects deliverability and legal compliance.| Email Type | Classification | Reasoning |
|---|---|---|
| Account confirmation (verify your email) | Transactional | Required to complete signup — user can’t use the product without it |
| Welcome with setup instructions | Transactional | Directly related to the service the user signed up for |
| Onboarding tips (feature highlights, tutorials) | Marketing | Educational but not required — the user can use the product without them |
| Promotional welcome (discounts, upgrades) | Marketing | Promotional content, regardless of timing |
Practical Approach
The safest approach is to keep your first email purely transactional (account confirmation or welcome with setup instructions) and send subsequent onboarding emails as marketing with proper unsubscribe handling:Sequence Design
A typical onboarding sequence has 3–7 emails over 1–2 weeks. The goal is to guide users from signup to their first success with your product.Recommended Sequence
| Timing | Purpose | Classification | |
|---|---|---|---|
| 1. Welcome / Verify | Immediately | Confirm account, provide login details, one essential next step | Transactional |
| 2. Getting Started | Day 1 (hours after signup) | Walk through the primary use case — the single thing that delivers value | Marketing |
| 3. Key Feature | Day 3 | Introduce a feature they haven’t used yet that solves a common problem | Marketing |
| 4. Integration / Setup | Day 5 | Encourage a deeper setup step (connect an integration, invite a team member) | Marketing |
| 5. Success Story | Day 7 | Show how others use the product, or highlight their own progress | Marketing |
| 6. Check-In | Day 14 | Ask if they need help, offer support, or prompt feedback | Marketing |
Adapt Based on User Behavior
The most effective onboarding sequences are behavior-driven, not purely time-based. Skip or modify emails based on what the user has already done:Welcome Email Content
The welcome email is the most important email in the sequence. It should accomplish one thing: get the user to take their first meaningful action.Structure
Greet and confirm
Welcome the user by name, confirm their account is active (or ask them to verify their email).
One clear next step
Don’t overwhelm with features. Present a single action — the thing that will give them their first success with your product.
Set expectations
Tell them what emails to expect next (and how to unsubscribe if the sequence is marketing).
Example Welcome Email
Use a real reply-to address for welcome emails, not
no-reply@. New users frequently reply to welcome emails with questions, and reaching a human builds trust.Sending with Lettr
Timing and Scheduling
When to Send Each Email
- Welcome email — immediately after signup or email verification, within seconds
- Getting started — 2–4 hours after signup (give them time to explore on their own first)
- Follow-up emails — morning or early afternoon in the recipient’s timezone, on weekdays
Scheduling Tips
Measuring Onboarding Effectiveness
Track these metrics to evaluate your onboarding sequence:| Metric | What It Tells You |
|---|---|
| Open rate per email | Which emails are being seen — declining rates may mean you’re sending too many |
| Click rate per email | Which CTAs drive action |
| Activation rate | Percentage of new users who complete a key action (your “aha moment”) |
| Drop-off point | Where in the sequence users stop engaging |
| Unsubscribe rate | If above 1% per email, the content isn’t relevant or you’re sending too often |
| Time to first value | How quickly users reach their first success — the primary metric to optimize |
email.opened, email.clicked) combined with your product analytics to connect email engagement to product activation.
Common Mistakes
Too many features in the welcome email
Too many features in the welcome email
The welcome email should have one primary action. Listing every feature overwhelms new users and reduces click-through rates. Save feature introductions for subsequent emails.
Sending the same sequence to everyone
Sending the same sequence to everyone
A developer signing up for an API product needs different onboarding than a marketing manager signing up for a campaign tool. Segment your sequence by user type or signup source.
Not stopping the sequence when the user is active
Not stopping the sequence when the user is active
If a user has already completed setup and is actively using the product, continuing to send “getting started” emails feels tone-deaf. Check user activity before each send.
Classifying all onboarding emails as transactional
Classifying all onboarding emails as transactional
Only the account confirmation and essential setup emails are transactional. Feature tips, tutorials, and engagement nudges are marketing and need unsubscribe links.
Using no-reply as the sender
Using no-reply as the sender
New users reply to welcome emails with questions, feedback, and setup issues. A no-reply address creates a dead end. Use a monitored address.
No plain-text version
No plain-text version
Some developers read email in terminal-based clients. Some corporate environments strip HTML. Always include a plain-text alternative.