WhatsApp Customer Onboarding Tracked in HubSpot
Customer onboarding on WhatsApp walks a new customer through the first steps after they sign up: details, documents, a first booking and early questions. AeroChat runs those steps in the chat, reads the customer’s deal and contact from HubSpot, books the kickoff call in Google Calendar, updates the onboarding stage, and hands over to the account manager.
What happens today
After the sale, the customer gets a welcome email with a checklist and a form. Many leave it half done. The account manager chases them one by one, on email, then on WhatsApp from a personal phone.
The CRM shows the deal as won, but nobody can see who has sent their documents, who has booked their kickoff call, and who is stuck.
How it runs on WhatsApp
- Your welcome email or invoice includes a WhatsApp link with “Start setup” (example). The customer taps it and messages first, so no template is needed.
- AeroChat finds the contact and the won deal in HubSpot by phone number. If there is no number, it asks for their email or order reference.
- It asks for the details you still need, such as billing contact, delivery address or start date, and accepts photos or PDFs of documents.
- It offers open slots for the kickoff call from the account manager’s Google Calendar and books the one the customer picks.
- It updates the contact’s onboarding stage in HubSpot, saves the details to the record, and adds a note with what is still missing.
- It answers setup questions from your knowledge base, and hands anything specific to the account manager with the conversation so far.
The recipe
Copy this into AeroChat
When a new customer messages us to start setup, follow these steps.
- Find the contact in HubSpot by phone number. If there is no phone number, ask for their email or order reference. Check that they have a deal in the stage “Closed won” (example).
- Ask for anything missing from these properties: billing contact name, billing email, delivery address, preferred start date (example).
- Ask them to send their business registration document (example) as a photo or PDF, and attach it to the contact.
- Offer three slots in the next 5 working days from the account manager’s Google Calendar for a 30-minute kickoff call (example), and book the one they pick.
- Set the contact property “onboarding_stage” (example) to “details received” or “kickoff booked”, and add a note listing anything still missing.
- Answer setup questions from our knowledge base. If they ask about pricing, contract terms or anything not in the knowledge base, hand the conversation to the deal owner in HubSpot.
Ask for one thing at a time. Reply in the customer’s language.
Connect the systems behind it
- HubSpot: reads the contact and the won deal, saves the details and documents, and updates the onboarding stage.
- Google Calendar: reads the account manager’s free slots and books the kickoff call. Connect a Google account to use it.
- Google Sheets: for teams that track onboarding in a sheet rather than a CRM.
- Notion: adds each new customer to your onboarding board with the details collected.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What it costs on WhatsApp
When the customer taps your link and messages first, their messages cost nothing and no template is needed. AeroChat’s replies are service messages, free up to 1,000 a month per business phone number and then charged per message. A welcome sent on WhatsApp before the customer has messaged needs an approved template, charged per message. Rates vary by country and are set in Meta’s rate cards, and AeroChat passes Meta’s WhatsApp fees through at cost.
Also on Instagram, Messenger, TikTok and web chat
The same onboarding workflow runs on Instagram, Facebook Messenger, TikTok (DMs and TikTok Shop buyer chat), Telegram, web chat and email, with the same HubSpot and calendar connections.
Who uses it
- B2B suppliers setting up new trade accounts.
- Tuition centres enrolling new students.
- Property agents collecting documents from new tenants and buyers.
Questions
Can I onboard customers on WhatsApp?
Yes. AeroChat collects details and documents, books the kickoff call and answers setup questions in the chat, and keeps your CRM up to date as it goes.
Can AeroChat start the onboarding conversation itself?
The simplest way is a WhatsApp link in your welcome email, so the customer messages first. Messaging a customer who has not written to you in the last 24 hours needs an approved template and their opt-in.
What does WhatsApp onboarding cost?
The customer’s messages are free. Replies are service messages, free up to 1,000 a month per business phone number and then charged per message. A welcome template sent before the customer messages is charged per message.
Which plan do I need?
Workflows via Skills are on every plan, Free included. Starter has 500 AI responses and 3 seats, Growth has 2,000 and 10 seats with payment links and broadcasts, and Advanced has 5,000 and 25 seats.
Get new customers set up without chasing them
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.
Related: sales follow-up and feedback and surveys.