Onboarding checklist for a new agency client on WhatsApp
Onboarding a new client decides half the account's outcome: a poorly chosen number, loose consent or a chip used for sending too early cost you the first month. This checklist organizes the process into seven blocks, from contract to first send, so the agency can repeat it for every client without depending on whoever is on duty. It applies to ZapZap, which is an unofficial API: WhatsApp may limit or block numbers, and the client needs to know that in writing before starting.
Published on · 4 min read
Block 1: contract and expectations
- The contract states that the solution is unofficial and that the number may be limited or blocked, even with good practices.
- It is defined who is the controller of the lead data (usually the client) and who is the processor (the agency), with a data processing clause under the LGPD.
- It is written down who pays for chip replacement and who buys the number.
- The client knows there will be no sending to lists without consent, per the acceptable use policy.
Block 2: the number
- If there is a business number with history, that is the one to connect (the client's best asset).
- If the number is new, it has an active chip with a data plan, a complete profile (real photo, name, description) and has never been banned.
- There is one number per client and per purpose; support and prospecting do not share the same number.
- The client knows which phone holds the number and who has access to it.
Block 3: instance, name and branding
- The instance was created with a standard name and the client identifier in the metadata field (by API or in the dashboard). The activation fee was checked beforehand at GET /instances/cost.
- The client's name, logo and color were set for that number's portal and connection link.
- The connection link was sent to the client, who scanned the QR code on the right phone.
- The instance webhook points to your system and has been tested (see the webhooks documentation).
Block 4: warm-up before any sending
- The number is in the initial phase: it receives and talks to people who already know the client, and does not send to strangers in the first two weeks (a prudence rule of ours, not WhatsApp's).
- Community warm-up is on, and the connection date and phase are in the operations sheet.
- There is a written criterion for moving to the next phase, based on replies and negative signals, not on the calendar. Use the warm-up checklist.
Block 5: automation and support
- Tone of voice, support hours and AI limits are defined with the client and configured in the per-instance AI.
- The basic flow (welcome, qualification, handoff to a human) was copied from a similar client and adjusted to the context.
- It is clear at what point the conversation goes to a person and who that person is.
- There is a clear opt-out message (for example, reply STOP) on any active send.
Block 6: portal and results
- The client portal was created, with the right sections turned on (results, leads, sale confirmation, reconnection) and the password sent through a channel separate from the link.
- The client knows how to reconnect the QR code alone if the number drops.
- If there is an ad sending traffic to WhatsApp, it is agreed how the sale will be marked, so the conversion event goes back to Meta. See the page for traffic managers.
- The date of the first results review is set.
Block 7: plan for the day the number drops
- The client knows who to notify and how fast the agency responds.
- There is a replacement chip warming up, or a decision on which one will be bought.
- The drop procedure is written down: stop the batch, find out what changed, replace, restart from the initial phase. See blocked WhatsApp number.
- There is a row for this client in the operations sheet with a named owner.
Quick summary
- Onboarding in seven blocks: contract, number, instance and branding, warm-up, automation, portal and drop plan.
- The contract must say the solution is unofficial and the number may be limited or blocked.
- No sending to strangers in the first two weeks of a new number (a prudence rule of ours).
- The client connects through the link, follows results in the portal and knows how to reconnect alone.
- A number dropping is predictable: have the procedure and the replacement chip ready beforehand.
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Frequently asked questions
How long does onboarding a new client take?
Connecting the number takes minutes. What takes days is the phased warm-up and aligning contract and automation. Plan the start of active operation around the phases, not around the connection.
Does the client need to create an account to connect the number?
No. They scan the QR code through the connection link and follow results in the portal, which opens by link or by number and password.
Who is the controller of the lead data?
Usually the client, with the agency acting as processor. Define this in the contract, with a data processing clause under the LGPD, and record contact consent.
Can I start sending as soon as the number connects?
It is not recommended. A new number needs warm-up, and a connection is not proof of reputation. In the first two weeks, only talk to people who already know the client.
What do I do if the client's number is blocked?
Stop the batch on the other numbers, find out what changed, replace it with a warmed-up chip and restart from the initial phase, following the plan agreed in block 7.
Start your next onboarding here
Create the account, generate the connection link and set up the client portal. R$15 per active number per month, no per-message fee. Verify your phone and you get a welcome credit, subject to the current campaign.