How to set up a new customer onboarding bot

A new customer signs up, and then they hear nothing until you need something from them. They're confused, you're chasing paperwork, and the relationship starts on the wrong foot.

Step by step

1. Map what a new customer needs to know in the first two weeks.
2. Write 3 short emails (AI can help, see the AI use cases site).
3. Pick the trigger: invoice paid, form signed or tag added.
4. Build the automation with sensible gaps between emails.
5. Test it with your own email address.
6. Review open rates and replies after a month.

Watch-outs

• Keep it useful, not salesy.
• Make sure customers can reply to a real person.
• Onboarding emails are transactional, but anything promotional needs consent and an unsubscribe.

A worked example

A Melbourne bookkeeper sets up a three-email welcome sequence in MailerLite, triggered when she adds a new client. Day one: welcome and what to expect. Day three: what documents she needs and how to send them securely. Day ten: key dates, including BAS deadlines.

New clients now arrive at their first meeting with documents ready. She spends less time chasing and more time on the actual work.

What it costs in Australia

Mailchimp, MailerLite and ActiveCampaign all offer automation. Mailchimp and MailerLite have free plans for small lists; paid plans roughly A$15 to A$40 a month for small lists (approx., October 2026, check each vendor's AUD pricing). Many CRMs include email sequences too.

Prices are approx., October 2026, converted at about A$1.43 per US$1 where the vendor charges in US dollars. Your bank may add a foreign transaction fee. Check the vendor's pricing page before you buy.

The legal bits

Onboarding emails about a service the customer signed up for are mainly transactional, but the Spam Act 2003 applies to anything promotional. Include your business details and an unsubscribe link anyway. Never ask clients to email TFNs or bank details without a secure method.

Privacy Act: if your chatbot or bot collects names, emails or phone numbers, that's personal information. Tell people what you collect and why, link your privacy policy, and know where your vendor stores the data (APP 8 covers sending personal information overseas). The Australian Privacy Principles apply to businesses turning over more than $3 million and to some smaller ones, such as health providers. Following them anyway is good practice and builds trust.

Is it worth it?

If you take on more than a couple of new customers a month, yes. You write the emails once and every customer gets the same good start. If you only take on a few big clients a year, a personal welcome email might suit you better.

Common mistakes

• Too much, too soon. Don't dump everything into the first email. Spread it out.
• Wrong trigger. Make sure the sequence starts when someone actually becomes a customer, not when they enquire.
• Forgetting to update. When your process, prices or team change, update the emails.
• Sneaking in sales. Onboarding is about helping them get started, not upselling on day two.
• Not testing. Add yourself as a test customer and read every email on your phone.

The onboarding use case on our sister site has a prompt for writing the three emails, so you don't have to start from a blank page.

Questions

How many emails?

Three is plenty for most businesses.

Can I personalise them?

Yes, use merge fields for name and service.

How many onboarding emails should I send?

Three is a good start: welcome, what we need, what happens next.

What if a client needs something different?

Use the automation for the basics and add personal notes as needed.

Do this today

Write the first welcome email today, even if you send it manually for now.

Related guides

• How to set up an FAQ chatbot on your website
• How to set up a social media posting bot
• How to set up a review request bot

Need prompts for the AI steps? See 40 AI use cases with copyable prompts. Want a hand? Get in touch.