How to Set Up an SMS Onboarding Flow That Actually Works

Even if you haven’t seen the show, you’ve probably felt the pain, whether you’re the one in charge of marketing or you’ve felt the pain on behalf of marketers on your team.

Pouring energy into getting sign ups or attention, only to let those leads cool off with no movement.

A lot of brands do the same.

They launch, they promote — but when someone actually joins or opts in, all they get is a single welcome message or worse… silence.

So, if you’d rather not watch your next customer vanish before your eyes, stick around.

We’re talking about SMS onboarding flows.

The kind that build momentum from the very first message and keep it going, automatically.

Let’s move into:

• How to structure an onboarding SMS flow with Mobile Text Alerts’ Workflow Builder
• Real examples from marketers using 3-5 message sequences to drive action
• Smart timing tips and message logic, based on what actually works

Workflow Builder for Onboarding, Explained

Firstly, let’s rip the band-aid off.

A single welcome message isn’t onboarding. At most, it’s an introduction. However, what comes next — the guidance, the nudges, and the timing — is what moves someone from “interested” to “invested.”

This is achieved with a strategic messaging flow.

With Mobile Text Alerts’ Workflow Builder, your team can set up these flows once, completely customized to your goals, and let them run on autopilot.

• Want to welcome a new customer and follow up three days later with a product tip? Easy.
• Need to guide leads from sign-up to demo? Done.
• Running a limited-time promo and want timed nudges? It can handle that too.

Adding in a bunch more to the list, you can set up SMS flows for:

• New user or lead onboarding
• Post-purchase follow-ups
• Product or feature education
• Webinar and event reminders
• Loyalty sequences
• Campaign-driven drip texts

And if your goal changes, your workflow can too. You can go back in anytime, edit the flow, move things around, or add new messages, no need to rebuild from scratch.

Who Gets the Most Out of It

Workflow Builder was built to serve across business sizes, but the why might look different depending on where you're standing.

In short, no matter your team size, and whether your problem is time, scale, or clarity, this gives you a way to greet, guide, and grow — the value lies in the same thing — set it once, and it keeps working.

Building a Custom SMS Flow With Workflow Builder

Built right into your Mobile Text Alerts dashboard, our Workflow Builder is designed for speed, simplicity, and full control over how and when your messages go out.

Below, you’ll see how easy it is to create message flows that feel personal, without digging through endless menus.

Step 1: Head to the Workflows Tab

This is where all your automated SMS flows live and where you’ll create new ones.

Step 2: Start a New Workflow

This starts the process of setting up a new flow from scratch.

Step 3: Choose Your Workflow Type

Select whether the workflow will be:

• Single-use – Triggered once per subscriber
• Recurring – Can trigger multiple times per subscriber

Pro Tip:

Recurring workflows are perfect for things like birthday campaigns, weekly reminders, or anything that needs to trigger more than once.

Step 4: Set Your Trigger

Now that you’ve picked your workflow type, the next step is choosing what will trigger it.

Choose what will initiate the workflow:

• Keyword texted – subscriber sends a specific keyword
• Opt-in – subscriber joins via sign-up page or keyword
• Group join – subscriber gets added to a selected group
• Date-based – trigger based on a custom date (e.g. birthday)
• Zapier – trigger using external tools via Zapier integration

This step determines when the workflow starts for each person.

Step 5: Build the Flow With Actions and Logic

With the trigger decided, you’ll now land on the drag-and-drop builder where you add actions and logic.

Here are some actions you can include:

1. Messaging Actions

• Send message – Sends a one-time SMS
• Send conversational message – Branches out based on replies, including a fallback for no response

2. Flow Control

• Wait – Delays the next step until a condition is met or a specific time has passed. Example:
  • For an event (reply, link click)
  • For a time period (minutes, hours, days)
  • Or both (whichever comes first)
• Branch – Split flows based on subscriber behavior, group status, or custom attributes
• A/B test – Test two different paths to compare performance
• Remove from workflow – Exit someone from the flow at any point

3. Subscriber Management

• Add to group – Assigns the subscriber to a new list
• Remove from group – Removes them from a selected group
• Update subscriber attributes – Change profile data mid-flow (e.g., mark “Engaged = Yes”)

Mix and match these to suit your campaign goals.

Step 6: Save and Launch

Once the workflow is ready, don’t forget to save it before making it live.

Then, you can either:

• Click Options → Start to make it live, or
• Use Options to pause, delete, clone, or enable re-entry

Your workflow is now live, but you can always tweak your flow from the Workflows tab as things evolve.

Sample SMS Onboarding Flow

Now that you know how to set up a workflow, below is a sample onboarding flow we’ve put together to show you how it all comes together in practice.

You can adapt the messages, timing, and triggers to suit your product and audience — but if you’re building your first flow, this should give you a clear, no-fuss place to start.

Here’s how a simple onboarding flow could look with personalized timing, clear next steps, and flexible logic based on engagement.

Goal: Decide on Your Objective

For example, getting a new user to make their first purchase after signing up.

Message 1: Welcome and Confirmation

Send immediately after opt-in.

“

Hi [Name], thanks for signing up! Here’s 10% off your first order for joining us.

Message 2: Tip or Product Highlight

Wait 1–2 days after message 1.

“

Have you tried our [bestseller] yet? Most people start with it. Here’s how to try it in under 2 minutes.

Message 3: Reminder and Nudge to Act

Wait 2 days after message 2.

“

Hey [Name], you’ve still got 10% off. Don’t miss it, your discount expires tomorrow!

Optional Logic:

To keep things responsive, you can use simple branching logic based on how people engage with your messages.

If link is clicked → Tag as “Engaged” or move to a new group

OR

If no response → Wait 3 days, send reminder or exit the flow

Now, if you’re thinking, “Cool… but how are other teams actually doing this?” — don’t worry, we asked.

Here’s what real marketers are sending in their onboarding flows.

What Real Marketers Are Sending in Their SMS Onboarding Flows

We spoke to dozens of marketers across industries to see what their actual SMS onboarding flows look like.

To keep things useful, we’ve grouped the examples according to scale and industry into three categories:

1. Ecommerce/DTC
2. SaaS/B2B Tech
3. Services/SMBs

Group 1: Ecommerce & DTC

1. Chummy Tees

Here’s what we asked, and what they shared:

I. What do your first few onboarding SMS messages look like?

Flow Type = 3-message sequence: offer, engagement video, preference quiz.

• A personalized welcome with the subscriber’s first name, an image of the top-selling tee, and a 10% discount code.
• Result: 94% open rate, 14% conversion within 48 hours.

• A short video showing a shirt being printed live.
• Result: 8% lift in CTR thanks to behind-the-scenes proof.

• A one-question quiz asking about the user’s favorite t-shirt style.
• Result: Responses directly tag preferences; 62% reply rate.

II. How do you decide the timing between each message?

Timing Strategy = 0hr → 4hr → next morning.

• 4-hour delay after Message 1 reduced opt-outs and improved conversion.
• A/B tested video thumbnails (brighter images lifted conversions by 5%).
• Adjusts send time by timezone (afternoon sends = better revenue).

III. Any tests that improved results?

• Thumbnail A/B test in Message 2 (result: Brighter mockup = 5% higher conversions).
• Dynamic send times: If someone subscribes at night, messages begin the next afternoon between 12 PM–9 PM local time (result: Revenue per subscriber increased from $7.50 to $8.20 over 6 weeks).

IV. Any tools or personalization strategies you rely on?

• Use an SMS service for quiz-driven tagging and behavioral segmentation.
• Focus on getting insights in-message vs. post-surveys.

Pro Tip:

“Timing that feels respectful outperforms both daily gaps and batch-style messages.”

2. Vanswe Fitness

Here’s what we asked, and what they shared:

I. What do your first few onboarding SMS messages look like?

Flow Type = 5-message sequence: welcome, tips, incentive, feedback, support.

• Welcome message with a motivational hook and link to fitness tips.
• → “Welcome to Vanswe Fitness! 🎉 Ready to kickstart your fitness journey? Check out our exclusive tips and deals here: [link]”

• Informational message about product benefits and usage encouragement.
• → “Did you know? Regular gym sessions can improve mood and energy. Here’s how our home equipment can help: [link]”

• 10% discount incentive with limited-time urgency.
• → “As a thank you for joining, here's 10% off your first order! Use code: WELCOME10. Expires soon, don’t miss out!”

• Feedback request to foster engagement and loyalty.
• → “Welcome to Vanswe Fitness! Ready to kickstart your fitness journey? Check out our exclusive tips and deals here: [link]”

• Open-ended support prompt to keep conversation active.
• → “How’s your Vanswe experience so far? We'd love your feedback to serve you better!”

II. How do you decide the timing between each message?

Timing Strategy = Based on engagement analytics.

• Spacing ranges from 1 to 3 days, depending on user response and activity
• Goal is to stay relevant without overwhelming new subscribers

III. Any tests that improved results?

• A/B tests on personalization lifted engagement by 18%.
• Product demo visuals in links outperformed plain text CTAs.
• Short CTAs in second message had the highest click-through.

IV. Any tools or personalization strategies you rely on?

• Uses an SMS service to segment flows by purchase history and click data.
• Flows adjust based on engagement (e.g., viewed page = tailored follow-up).

Pro Tip:

“Behavior-led spacing wins. Let engagement—not automation—set your pace.”

Group 2: SaaS & B2B

1. Textdrip

Here’s what we asked, and what they shared:

I. What do your first few onboarding SMS messages look like?

Flow Type = 5-message sequence: welcome, quick win, peer story, live demo, goal reminder.

• Warm greeting + “reply HELP” for live support.
• → “Hi Sarah, welcome to [Brand Name]! We’re excited to have you. Let’s make email automation a breeze. Reply HELP anytime for quick support.”

• Fast-start setup link to complete first win.
• → “Want to set up your first automated email in 30 seconds? Here’s how: [link]”

• Social proof via peer success story.
• → “Other small biz owners saved 5+ hours/week with this one feature. See how Mark from LA did it: [link]”

• Engagement prompt with demo offer.
• → “How’s your experience so far? We’d love your feedback to serve you better!”

• Re-engagement with reminder of the original goal.
• → “Still figuring things out? Text DEMO to get a live walkthrough. Real humans, no pressure.”

II. How do you decide the timing between each message?

Timing Strategy = Behavior-based sequencing.

• Active users skip reminders; timezones adapt message time.
• Peak send times = 12 PM–9 PM local.

III. Any tests that improved results?

• Reassurance-style copy outperformed instructional tone (2x CTR).
• CTA testing showed casual framing worked best.
• Triggers now adjust based on missed vs completed steps.

IV. Any tools or personalization strategies you rely on?

• Combines an SMS service + PositiveIntent.ai.
• Tags users based on business type, onboarding actions, reply keywords.

2. LeadsNavi

Here’s what we asked, and what they shared:

I. What do your first few onboarding SMS messages look like?

Flow Type = 5-message sequence: welcome, feature prompt, educational guide, reminder, feedback.

• Welcome and short intro to product benefits.
• → “Welcome to LeadsNavi, [Customer Name]! We’re thrilled to have you. Let’s get started with a quick overview of all the amazing things you can do.”

• Actionable tip linked to a feature.
• → “Quick tip: Try our [feature] today. It’ll help you [specific benefit].”

• Educational content about advanced usage.
• → “Discover how [Feature X] can enhance your experience. Check out this guide: [link].”

• Reminder and soft CTA to dive deeper.
• → “Haven’t explored our features yet? Dive in and let us help you [solve problem]. Learning is just a click away!”

• Feedback prompt to learn about user experience.
• → “We’d love to know your thoughts. How can we make LeadsNavi even more useful to you?”

II. How do you decide the timing between each message?

Timing Strategy = Day-gap model with tapering.

• Day 1–2: Active onboarding.
• Day 3–7: Slower cadence to prevent fatigue.

III. Any tests that improved results?

• Second-message CTA placement significantly improved engagement.
• Shorter SMS copy had a higher open + click combo.
• Direct ask outperformed open-ended prompts in feedback SMS.

IV. Any tools or personalization strategies you rely on?

• Uses basic personalization tokens (name, signup behavior)
• Plans to integrate more behavior-based triggers with AI insights

Pro Tip:

“Direct CTAs in early messages beat clever hooks. Keep it actionable.”

Group 3: Services & Consultative

1. Relumination

Here’s what we asked, and what they shared:

I. What do your first few onboarding SMS messages look like?

Flow Type = 3-message flow: trust builder, qualifier, educational drip.

• Case study link + credibility builder.

• Short message asking if they’re retrofitting or building new.

• Educational messages around ROI, downtime objections, and audit options.

II. How do you decide the timing between each message?

Timing Strategy = Spaced cadence with logic per step.

Used hours/days based on decision stage and persona engagement level.

III. Any tests that improved results?

• Tested tone (consultative vs pitchy), message formats (video/text), and timing gaps.
• More consultative tone = higher audit bookings.

IV. Any tools or personalization strategies you rely on?

• Uses HubSpot + Customer.io.
• Triggers based on inquiry type and CRM profile tags.

Pro Tip:

“Selling consultatively means texting like a peer, not a closer.”

2. Elite Maids NY

Here’s what we asked, and what they shared:

I. What do your first few onboarding SMS messages look like?

Flow Type = Personalized intro + behavior-based follow-ups.

• Personalized by name, location, and service type (e.g., “Jessica, your UES apartment awaits”).

• Prep checklist link if booked deep clean.

• Loyalty perks (“Your 5th clean is on us!”) triggered after repeat bookings.

II. How do you decide the timing between each message?

Timing Strategy = Trigger-based (booking logic + service type).

Messages are staggered by type (residential, office, etc.)

III. Any tests that improved results?

• Using customer name + location doubled repeat bookings.
• Video message with prep tips boosted first-time client trust.

IV. Any tools or personalization strategies you rely on?

• Uses ManyChat + Zapier.
• Integrates CRM data to tailor flow for client type.

Now that you’ve seen how real marketers do it — the flows they send, how they time them, and what actually gets replies — it’s time to zoom out.

Let’s wrap with what stood out the most.

Insights From the Field – What to Try, What to Avoid

We gathered responses from 72 brands across ecommerce, SaaS, services, and B2B.

These weren’t vague best practices or made-up flows — each one came from teams running real onboarding journeys at scale. In this final section, we’ve distilled what showed up again and again: the strategies that worked, the missteps to avoid, and the experiments worth running yourself.

Once your team's flow is live, let it do the work. You don’t need to keep tweaking every message; what matters most is starting with a clear, thoughtful journey.

Try building your first onboarding flow today — start your free trial.

Author Bio:

Hi, I’m Bhakti Chadhaa, a content strategist and long-form writer who brings structure, voice, and narrative clarity to commercial writing. After building a multi-industry portfolio across B2B, D2C, and SaaS, I now specialize in founder-led content that clarifies positioning, deepens narrative, and drives visibility through blogs, LinkedIn, or long-form guides. If you’re looking to collaborate on content strategy, writing, or editorial management, my LinkedIn is always open.