Day 0Utility
onboard_step1_v1Welcome aboard, {{first_name}}! First step: {{step_1}} ({{link}}). It takes about 5 minutes.
SUPPORT USE CASE
Help new customers get started, step by step.
Guide new customers or members through their first days with short, timely WhatsApp messages, and answer questions in the same thread.
7-day free trial · about 15 minutes to connect your number · Meta bills message charges to you directly (you add a card in Meta)
9:41
Today
This business uses a secure service from Meta to manage this chat. Tap to learn more.
Welcome aboard, Sarah! First step: Upload your logo (northline.co/go/5TR). It takes about 5 minutes.
10:02 amDone! When is my first session?
10:14 am ✓✓Great! Tuesday at 7am with Jordan. See you there.
10:15 amMessage
Sheet · Trial day 3
Illustrative example. Names and details are made up.
FOR MEMBERSHIPS AND TRIALS
Help new members get going.
A few well-timed messages during a trial or first month make the next step obvious.
- Team
- Support
- Starts from
- Google Sheets · Zapier
- Goal
- Faster setup, fewer stuck customers and fewer early cancellations.
- Meta category
- Utility
IN PRACTICE
New customers get stuck on the same few steps. A short message for each step, sent when the previous one is done, gets them set up faster than a long welcome email, and puts help one reply away.
THE JOURNEY
How it runs.
- Starts when
- A new customer row is added when they sign up, with a column for each onboarding step.
- Stops when
- All onboarding steps completed, or opt-out.
- Day 0 Welcome and the one thing to do first.
- Check If the first step isn’t done after two days, a friendly reminder.
- Next step When a step is completed in the sheet, send the next one.
- Help Replies go to their account owner.
SHEET TRIGGERNew Sheet Row
SEND MESSAGEonboard_step1_v1
WAIT2 days
CONDITIONstep_1_done is “no”
SEND MESSAGEonboard_nudge_v1
NOTIFY MEIf still stuck
END FLOWEnd Flow
Styled like ConvoHut’s flow builder. Every node is editable.
THE FULL PLAYBOOK
Everything you need to launch it.
The exact messages, the sheet, the build and the rules.
2 days later, if step 1 isn’t doneUtility
onboard_nudge_v1Hi {{first_name}}, a reminder to {{step_1}} so we can get you started. Need help? Just reply.
When step 1 is doneUtility
onboard_step2_v1Nice work, {{first_name}}! Next: {{step_2}}.
Template names and wording are examples. Write in your own voice and submit templates to Meta for approval; Meta confirms the category.
Customer onboarding · example sheet
| A | B | C | D | E | |
|---|---|---|---|---|---|
| 1 | first_name | phone | start_date | step_1_done | owner |
| 2 | Isla | +61 4•• ••• | 29 Sep | no | Jordan |
| 3 | Mo | +61 4•• ••• | 29 Sep | yes | Jordan |
| 4 | Grace | +61 4•• ••• | 30 Sep | no | Kim |
Only the phone column is required. The highlighted row is the newest: adding it starts the journey. Example data only.
- TriggerNew Sheet Row
New customer sign-ups.
- Send Messageonboard_step1_v1
- Wait2 days
- Conditionstep_1_done is “no”
- Send Messageonboard_nudge_v1
- Notify MeIf still stuck
The account owner offers help.
- End Flow
On reply
The account owner helps personally.
On timeout
The owner is notified to call if the step still isn’t done.
On opt-out
The contact leaves the journey straight away and is excluded from future marketing messages.
Mistakes to avoid
- All steps in one message.
- No named person to reply to.
- Carrying on after they’re set up.
The moment
A new client signed up for your service but hasn’t completed their intake form.
New customers get a long welcome email and then silence. They get stuck, and some ask for refunds.
Data you need
- First name
- WhatsApp number
- Start date
- Next step
- Owner
Measure
- Customers completing onboarding
- Days to complete
- Replies asking for help
- Early cancellations
Good practice
- One step per message.
- Celebrate progress.
- Make help one reply away.
Works for
Free PDF- Personal training and gyms
- Accountants and advisers
- Schools and courses
- Software products
Customer onboarding playbook
Journey, sample messages, setup checklist and metrics.
Download ↓FAQ
Questions.
Can the next message wait until a step is done?
Yes, if the step status is in your sheet. The journey checks it before sending.
How many messages is too many?
Most onboarding needs three to five over two weeks. Stop when they’re set up.
Who owns the number and the data?
You do. ConvoHut connects to your own WhatsApp Business Account, and Meta bills messages to you with no ConvoHut markup.
RELATED
Often used together.
Marketing
Welcome series
When someone subscribes, signs up or buys for the first time, welcome them on WhatsApp with something useful and an open door to reply.
Google Sheets · Zapier · ShopifySee the journey →SupportPost-purchase care
After a purchase or service, send setup tips, care guidance and a way to ask questions, so customers get value and come back.
Shopify · Google Sheets · ZapierSee the journey →SalesTrial and intro offer conversion
Check in during the trial, help people get value quickly and make the offer before it ends.
Google Sheets · ZapierSee the journey →IN THE APP
How this runs in ConvoHut.
A new row or form entry starts the journey, then replies decide the next step.
A journey running step by step
LIVE NOW · 7-DAY FREE TRIAL
More sales from every conversation.
WhatsApp marketing, sales and support from your own number. 7-day free trial, free onboarding and Meta verification help.
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- Australian company
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