To build a welcome kit for new customers of your white label reseller on Papo (https://papo.global/), you combine the Flows, Central de Ajuda, and Central de Arquivos modules to deliver guides, videos, and a personalized knowledge base, speeding up onboarding and reducing initial questions.
This kit turns the customer's first experience into a guided, self-service process, without relying on manual messages from your team. With it, each new customer receives a complete package of materials that introduces the platform, teaches the first steps, and offers ongoing support — all with your brand.
Welcome Kit Summary
| Component | What it contains | How you deliver it |
|---|---|---|
| Quick guide (PDF or video) | Initial step-by-step for essential modules (Conversas, Kanban, AI, etc.) | Link in the welcome flow or download via Central de Arquivos |
| Tutorial videos | Short demonstrations of key features | Embedded in Central de Ajuda or sent via flow |
| Personalized Central de Ajuda | Articles with FAQs, tutorials, and best practices, public or private | Direct access from the customer panel, with its own domain and brand |
| Automated welcome flow | Sequence of greeting messages, guided tour through the modules, and links to materials | Configured in the Flows module and triggered automatically via Synapse |
| Internal checklist (Projetos) | Tasks for your team to configure the domain, review Central de Ajuda, and train agents | Tracked in the Projetos module, with status and deadlines |
How to Build the Welcome Kit Step by Step
1. Create the Quick Guide and Tutorial Videos
Produce a getting-started material focused on the modules the customer will use daily. It can be a PDF with screenshots and simple instructions, or a series of short videos (1 to 3 minutes) showing, for example:
- How to navigate the unified inbox (Conversas)
- How to move a lead in Kanban
- How AI responds and qualifies (Super Chat and Prompt & IA)
- How to access Central de Ajuda and search for articles
Store these files in the Central de Arquivos of your reseller account. This way, you can generate sharing links and insert them into the welcome flow or the customer's Central de Ajuda.
2. Build the Customer's Central de Ajuda
Access the Central de Ajuda module and create a knowledge base exclusive to the customer. Add articles with the most common questions from the start of operations, such as:
- How to add agents and teams
- How to configure service hours
- How to customize the sales funnel
- How to interpret conversation reports
Organize the articles into categories and, if desired, keep some public and others restricted to agents. Central de Ajuda carries the customer's visual identity (name, logo, colors) and can be accessed through its own domain, configured after DNS validation.
3. Configure the Automated Welcome Flow
In the Flows module, create a flow with the onboarding sequence. Include Send Message nodes to:
- Personalized greeting with the customer's name (use the
{{ contact.first_name }}variable) - Introduction to the main modules with links to the videos or Central de Ajuda
- Invitation to an interactive guided tour (ask “Want to see it in practice?” and branch with Condition nodes)
- Closing with guidance on how to contact support, if needed
To make the flow trigger automatically, use Synapse: create a rule that enrolls the contact in the flow as soon as a new conversation starts in the inbox dedicated to white label customers. This way, the welcome kit reaches the customer without any manual action.
4. Organize the Internal Checklist with Projetos
Open a project in the Projetos module for each new customer. Add tasks such as:
- Validate the custom domain
- Review the Central de Ajuda articles
- Configure inboxes and add agents
- Test the welcome flow
- Schedule the first follow-up meeting
Define owners, priorities, and due dates. The default columns (Pending, In Progress, Done) help your team visualize what has already been done and what still needs attention.
5. Personalize Delivery with the Customer's Brand
The entire kit — message flow, Central de Ajuda, file links — respects the visual identity you configured for the customer in the reseller panel. The customer sees only your brand's name, logo, and colors, with no reference to Papo. This reinforces the perception of a proprietary, professional platform.
Who This Kit Is For
- White label resellers who want to standardize new customer activation and reduce the volume of repetitive questions.
- Marketing agencies that deliver the platform as part of a service package and need scalable onboarding.
- Software houses that offer the solution under their own brand and want customers to start using the modules quickly.
- Consultancies that combine the tool with their own methodology and need consistent supporting materials.
Frequently Asked Questions
Do I need to create all the kit content from scratch?
No. You can reuse generic Papo materials as a base and adapt them with your language and examples from the customer's niche. Central de Ajuda allows you to duplicate articles between customers, speeding up assembly.
Can I use Papo videos in my kit?
Papo's institutional videos may contain the Papo brand, which is not suitable for the white label experience. Ideally, record your own tutorials with the interface already personalized with the customer's brand, ensuring they see only your identity.
Does the welcome flow replace human training?
No. The automated flow covers the first steps and the most common questions, freeing your team to focus on complex issues and relationship building. You can complement it with a welcome meeting or live training, if needed.
How do I update the kit when the platform gains new features?
Simply edit the Central de Ajuda articles, replace the files in Central de Arquivos, and adjust the welcome flow nodes. Since everything is managed through the Papo panel, changes go live immediately for the next customers.
Can the customer access Central de Ajuda before receiving the flow?
Yes. Central de Ajuda becomes available as soon as the customer's account is created. You can send the access link along with the initial credentials, allowing the customer to explore the materials even before the first automated message.
Is it possible to measure the kit's effectiveness?
You can track it indirectly through the volume of questions reaching support in the first days and engagement with Central de Ajuda articles. Conversation reports and CSAT also help assess whether onboarding is reducing friction.
Read Also
- How to add a new customer to your white label reseller
- How to configure a welcome flow with a guided platform tour for white label customers
Create your Papo account and build welcome kits that speed up activation for your white label customers.