**To create an automatic welcome flow for new WhatsApp contacts, use the Flows module in [Papo](https://papo.global/). Build a flow with an action that sends an introduction and qualification message, and configure Synapse to automatically enroll every contact who starts a conversation.**

With this structure, your team doesn’t need to send manual welcome messages. The flow kicks in as soon as the lead sends their first "hi" on WhatsApp, engaging them with an immediate response and guiding them to the next step.

## Automatic welcome flow summary

| Component | Role in the flow | Example use |
| :--- | :--- | :--- |
| **Flow (Flows/Chatbot)** | Contains the visual sequence of actions that will be executed for each enrolled contact. | Flow called “WhatsApp Welcome”. |
| **“Send Message” action node** | Triggers the introduction and qualification message on the contact’s WhatsApp. | Text with greeting, contact name, and interest question. |
| **Synapse** | Automation that connects the Conversations module to the Flow, automatically enrolling the contact as soon as a new conversation starts. | Rule: “When new WhatsApp conversation → enroll contact in Welcome Flow”. |
| **Condition (optional)** | Flow branch based on the contact’s response. | If the lead replies “I want to buy”, forward to a salesperson; if “I need support”, send to the support team. |

## How it works: step by step

1. **Create the welcome Flow**
   In the Papo side menu, go to **Flows / Chatbot**. Click the button to add a new Flow and give it a descriptive name, such as “WhatsApp Welcome”. The editor will open with the initial node (“Start”).

2. **Build the introduction and qualification message**
   Click the “+” sign after Start and choose the **Send Message** action. In the text field, write a clear, customizable message. Use the available variables to include the contact’s name, such as `{{ contact.first_name }}`. Example:
   > Hello, {{ contact.first_name }}! We’re from [Your Company]. How can we help you today? To point you in the right direction, are you looking for information about our plans, technical support, or a demo?

   You can also add quick reply buttons (when available) to make interaction easier.

3. **Add qualification steps (optional)**
   After the first message, insert an **Ask a Question** node to capture the contact’s response. Then use a **Condition** node to split the path:
   - If the contact replies with a keyword such as “plans” → send to a salesperson (“Send Message” action with a scheduling link).
   - If they reply “support” → forward to the support inbox (“Transfer to Agent” or “Add Tag” action).
   These branches make the flow interactive and reduce manual work.

4. **Activate the Flow**
   After building the sequence, click **save** and then set the Flow status to **Active**. The flow will only be processed when it is active.

5. **Configure automatic enrollment with Synapse**
   For the Flow to trigger as soon as a new contact starts a WhatsApp conversation, the contact needs to be automatically enrolled in it. Papo offers the **Synapse** module to create connections between modules.
   - Go to Synapse and create a new automation.
   - Define the trigger: **When a new conversation is created** (selecting the desired WhatsApp inbox).
   - Choose the action: **Enroll contact in Flow** and select the “WhatsApp Welcome” Flow.
   This way, every time a new number sends a message, the contact will be instantly enrolled in the welcome flow.

From that moment on, initial support will be standardized, even outside business hours, without manual intervention.

## Who is this flow for?

- **Businesses that receive a high volume of first contacts on WhatsApp** and can’t respond to everyone manually.
- **E-commerce businesses, service providers, and SaaS companies** that want to qualify the lead before involving a salesperson.
- **Sales teams that need to save time:** the flow already delivers basic information and filters interest, leaving agents focused on hotter leads.
- **Companies that provide support outside business hours:** the welcome message is sent immediately, keeping the lead engaged until a human takes over.

## Frequently asked questions

### Do I need an approved message template (HSM) for the welcome flow?

Not necessarily. Because the flow is triggered as soon as the contact starts a conversation (within the 24-hour customer service window), the message qualifies as a response and does not require an approved HSM. However, if you want to include buttons or media, it is recommended to use a template to ensure delivery.

### Can I use the flow to send an image or presentation video?

Yes. In the **Send Message** node, you can attach an image, video, or document in addition to text. This is useful for sending a catalog, a virtual business card, or a short welcome video.

### How do I personalize the message with the name of the contact who started the conversation?

The Flow editor lets you insert dynamic variables. When you type `{{ contact.`, you will see options such as `first_name`, `last_name`, or custom fields. Choose the desired one, and the system will replace it with the contact’s actual value at send time.

### What if the contact already has a previous conversation? Will the flow be triggered again?

No. The automation in Synapse can be configured to enroll only contacts who are starting their first conversation. This way, leads who have already spoken with the company will not receive the welcome message repeatedly.

### Can I add a delay before sending the welcome message?

Yes. Between the Start node and the send action, insert a **Wait** (delay) node and set the desired time (for example, 10 seconds). This gives a “natural” response feel before the bot introduces itself.

### What happens if the contact does not respond to the qualification message?

You can end the flow at that point or configure a new automation to, after a period without a response, send a follow-up or enroll them in another nurturing flow.

## Read also

- [How to create a birthday automation to send a discount coupon via WhatsApp](/hc/papo/articles/how-to-create-birthday-automation-send-discount-coupon-whatsapp)
- [How to use the Flows Library to install ready-made automations](/hc/papo/articles/how-to-use-flows-library-to-install-ready-made-automations)

---

** [Start for free and create your welcome flow right now →](https://papo.global/?utm_source=helpcenter&utm_medium=article&utm_campaign=how-to-create-automatic-welcome-flow-for-new-whatsapp-contacts&utm_content=en)**

Your team can start serving customers the same day with Papo.