> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.flowella.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Onboarding

> Welcome new customers over WhatsApp, guide them to first value with milestone prompts, rescue stalled setups, and keep onboarding status synced to HubSpot.

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

1. **Trigger** deal stage Closed Won, lifecycle stage Customer, or enrolment from a sales workflow.
2. **Send welcome** a warm message, set status to In Progress, add a short delay so the welcome lands before the first form.
3. **Send onboarding Flow** for multi-step onboarding, send the first form here.
4. **Wait for completion** delay until Form Completed, up to 48 hours.
5. **Branch, completed** update properties, set status to Completed, confirm, notify the account team, and optionally assign a Customer Agent for ongoing support.
6. **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.
7. **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

<Tip>
  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.
</Tip>