When a new customer signs up or a deal closes, this workflow welcomes them in WhatsApp and guides them to first value with milestone prompts, setup nudges, and a support rescue path, keeping their onboarding status updated in HubSpot throughout.
At a glance
| |
|---|
| Trigger | Deal closed won or lifecycle stage Customer |
| Channels | WhatsApp |
| Templates | Welcome plus onboarding Flow(s) |
| Platforms | HubSpot |
What this workflow does
The customer receives a welcome message, then a structured onboarding sequence broken into milestones. The workflow tracks completion, sends reminders for incomplete steps, and routes data to the right teams. Customers who get stuck are offered a Breeze Customer Agent for real-time help in WhatsApp.
What you will need
- One or more WhatsApp Flow templates for onboarding steps
- An onboarding status property (Not Started, In Progress, Completed, Stalled)
- Properties to store the collected data
- The customer’s WhatsApp number in international format
Workflow steps
- Trigger deal stage Closed Won, lifecycle stage Customer, or enrolment from a sales workflow.
- Send welcome a warm message, set status to In Progress, add a short delay so the welcome lands before the first form.
- Send onboarding Flow for multi-step onboarding, send the first form here.
- Wait for completion delay until Form Completed, up to 48 hours.
- Branch, completed update properties, set status to Completed, confirm, notify the account team, and optionally assign a Customer Agent for ongoing support.
- Branch, not completed remind and re-send, wait another 48 hours, then offer AI help, set status to Stalled, and create a task for the account manager.
- Repeat per milestone for multi-step onboarding, repeat send, wait, branch, tracking progress with a step property (for example, 1 of 3 complete).
Tips and gotchas
Break onboarding into milestones rather than one long form. Each completed step is a small win that keeps momentum and gives you a clear place to rescue a stall.
