Structure of an effective onboarding sequence
A WhatsApp onboarding sequence typically consists of five messages spread over seven days. The first message is the welcome with the link to the first step to complete. The second, sent after 24 hours, checks whether the user has completed setup and offers help. The third introduces the main feature. The fourth, on day five, shows an advanced use case. The fifth is an invitation to explore available resources.
The key is behavior-based timing, not just time-based. If the user completes a specific action (for example installs the app or sets up the first number), the next message is sent immediately with a progress acknowledgment. This contextual approach achieves response rates three times higher than time-only approaches.
Templates and approval for sequences
Each message in the sequence is a separate template to submit for Meta approval. For an onboarding sequence, the correct category is typically 'Utility': the message is connected to a service the user has actively requested.
Design each template around the main dynamic variable: user name, company name, specific product name. The more personalized the message, the higher the probability of action. Avoid generic text like 'Welcome to our service' in favor of 'Hi Marco, your Chat API account is ready.'
Include at least one CTA button in each template: 'Go to guide', 'Complete setup', 'Contact support'. Templates with buttons have click rates 40% higher than text-only ones.
Handling responses in the sequence
If the user responds to a sequence message, the system must acknowledge the response and adapt. Configure a webhook that receives responses and routes them: technical questions to support, interest signals to the account manager, feedback to the product team.
Implementation with Chat API
Chat API exposes an endpoint for sending templates. The onboarding sequence is implemented as a series of scheduled API calls: the first runs at user registration, subsequent ones via cron job or message queues with configurable delay.
For tracking sequence progress, save the user's state in your database: which message they received, whether they responded, which actions they took. This state guides the next message sending logic and allows skipping already completed steps.
