⚠️ Pre-requisite: To access the Moments of truth settings, you must have the "Access to Moments of truth" permission. This permission allows you to view and edit the Moments of truth within your scope (excluding shared).
Table of contents
🚀 Understanding Moments of truth
🎨 Customizing Moments of truth
🚀 Understanding Moments of truth
In an employee's journey, some moments matter more than others: the day before their start date, the day after their first day, the end of a journey... These moments are decisive for the experience and the impression your company leaves behind.
This is precisely what Workelo calls Moments of truth: key stages in the journey to which automatic, customizable communications are attached.
They allow you to send the right message, to the right person, at the right time, without having to think about it.
Thanks to them, you can:
✅ Reassure and inform the employee at key stages
💬 Collect feedback via pulse checks and compliments
🎨 Personalize the experience to reflect your company
ℹ️ This article covers Moments of truth only, not communications or other types of notifications. If needed, you will find broader documentation here.
The different Moments of truth
👉 Key moment: Onboarding
Journey invitation (employee): This is the start of a new phase in your exchanges with your new hire. Make a great first impression. 😀
Journey invitation (stakeholder): For each key moment, each stakeholder receives a journey invitation email to inform them that they have been associated with an employee's journey.
📨 It is sent to all stakeholders involved in the journey who have at least one action to complete.The day before arrival (D-1): The start date is approaching for your new hire — now is the time to reassure them!
After the first day (D+1): Collect your new hire's first impressions and detect any issues immediately. 😊
The compliment (3 weeks after arrival): It's already been 3 weeks since your new hire joined — they've had time to settle into their role and get to know their team!
This is the perfect opportunity to collect their feedback on the efforts made by their team and/or manager during their onboarding, and to let them express their appreciation.At the end of their journey (closure): Celebrate the completion of the onboarding process with your new hire and collect their final feedback on their overall onboarding experience.
👉 Key moment: Crossboarding
Journey invitation : This is the start of a new phase in your exchanges with your employee. Make a great first impression. 😀
Journey invitation (stakeholder): For each key moment, each stakeholder receives a journey invitation email to inform them that they have been associated with an employee's journey.
📨 It is sent to all stakeholders involved in the journey who have at least one action to complete.The day before the transition (D-1) : The transition date is approaching for your employee — now is the time to reassure them!
After the first day (D+1) : Collect your employee's first impressions and detect any issues immediately. 😊
The compliment (3 weeks after day D) : It's already been 3 weeks since your employee transitioned — they've had time to settle into their role and get to know their team!
This is the perfect opportunity to collect their feedback on the efforts made by their team and/or manager during the transition, and to let them express their appreciation.At the end of their journey (closure) : Celebrate the completion of the crossboarding process with your employee and collect their final feedback on their overall crossboarding experience.
👉 Key moment: Offboarding
Journey invitation: This is the start of a new phase in your exchanges with your employee. Make a great first impression. 😀
Journey invitation (stakeholder): For each key moment, each stakeholder receives a journey invitation email to inform them that they have been associated with an employee's journey.
📨 It is sent to all stakeholders involved in the journey who have at least one action to complete.The day before departure (D-1) : The departure date is approaching for your employee — now is the time to wish them well in their next adventure!
Departure day (closure) : Celebrate the end of your employee's journey with them and collect their final feedback on their overall experience.
📆 If a journey is triggered after the planned movement date, past Moments of truth will not be sent.
🎨 Customizing Moments of truth
1. In your side menu, click on the "Libraries" tab > "Moments of truth"
2. Select the relevant key moment (Onboarding, Crossboarding, or Offboarding).
Depending on your account configuration, you can also choose which environment you want to edit the Moments of truth for:
🏢 If Moments of truth are customized per environment, the environment version will be used for journeys launched within that scope, rather than the shared environment version.
👉 If you wish to enable Moments of truth customization on specific environments, your account administrator (only) can submit a request to our support team.
3. Click "Edit" for the relevant Moment of truth.
Each Moment of truth can be customized by:
editing the email subject line
-
adding an email banner
🏞️ When you update an existing banner, the change may not appear immediately. This is because your browser has saved a previous version of the banner in its cache. Clear your cache to display the new banner.
🔖 The logo used is the one set for the account or environment; it can only be updated through the dedicated feature (see documentation).
editing the message body
(You can include photos or GIFs in your emails)using the available variables:
The
Pulse_checkvariable allows you to capture the employee's mood on the day before and/or the day after day D (see next section)The
Complimentvariable after the first 3 weeks, so the employee can praise and thank their manager and/or team (see next section)
📨 To preview how these notifications look, you can generate a test email by clicking the dedicated button. You will receive the email exactly as the employee will see it, in your own mailbox.
🙋 At this time, it is not possible to:
- Edit the scheduling of Moments of truth
- Add a Moment of truth
- Delete a Moment of truth
😍 Pulse check and Compliments
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Pulse check
The pulse check is a module that captures an employee's mood in 1 click via 4 emojis (😍 😃 🙂 😐).
This module is recommended for the following Moments of truth: The day before day D and the day after day D (onboarding and crossboarding).
📑 Results are available in the "Analytics" tab > "Dashboard", and/or from the dedicated report on the "Reports" page.
Low pulse check
Journeys with a status of "in progress", "invitation upcoming" or "invitation pending" where the last completed pulse check is 1 or 2 out of 4 (🙂 or 😐)
→ the compliment module is not taken into accountPositive pulse check
Journeys with a status of "in progress", "invitation upcoming" or "invitation pending" where the last completed pulse check is 3 or 4 out of 4 (😍 or 😃)
→ the compliment module is not taken into account -
Compliments
The compliment is a module that allows employees to thank their manager or team via 4 options:
🍰 Welcoming, 😃 Supportive, 👂 Available, 💪 Encouraging
This module is recommended for the following Moment of truth: +3 weeks from day D (onboarding and crossboarding).
📑 Results are available in the "Analytics" tab > "Dashboard", and/or from the dedicated report on the "Reports" page.
💡 Our recommendations
Through these automated emails, you can deliver a key message, show that the company is always listening and available to the employee before their arrival — and beyond.
- Unify your message and the image you want to project!
Use a clear and concise email subject line such as "Welcome to Workelo".
Write an email body that clearly explains what you need from the employee: collecting feedback on D-1, letting them know their journey is important to help them discover the company, their role and their benefits, etc.
Include the HR contact in the email body (using the @hr variable).
Use the @pulsecheck variable on D-1 and D+1 to show employees that their company is listening and giving them a voice 😍