What makes a welcome message good
- The customer's name: a message that opens with a name gets read; a general one gets skipped.
- What happens next: when the order arrives, when the appointment is, when you will reply.
- One way to reach you: where to ask if they need something.
- Short: three lines are enough. A welcome is not an advert.
Where to send it
The same text works in direct messages, email and SMS. To set it as an instant reply on Messenger and Instagram, follow the steps in the auto-reply message templates.
Welcome messages after a first order
- Friendly: “Hi [name]! Your first order is in and we've started packing it. We'll send the tracking number within [24 hours].”
- Formal: “Hello [name], thank you for choosing us. Order [number] is confirmed and will reach you within [3 working days].”
- With a gift: “Welcome to the [shop name] family! We've added [a small gift] to your first order. We hope you like it.”
- With an invitation: “Thanks for your first order, [name]. If you need anything before it arrives, message us here and we'll reply within [an hour].”
Welcome messages for a first question
- General: “Hi [name], great to hear from you at [business name]. How can we help today?”
- With the product list: “Welcome! Products and prices are here: [link]. If you have a question, I'm right here.”
- Outside working hours: “Welcome to [business name]. Your message has reached us and we'll reply [tomorrow from 9am].”
- Casual: “Hey [name], glad you found us! What can we do for you today?”
Welcome messages for new service clients and subscribers
- Consultant or coach: “Hi [name], glad to be working with you. Our first session is [Sunday at 5], and here is what I need from you before it: [item].”
- Monthly subscription: “Welcome to [service name]! Your subscription is active from today. Start here: [link], and I'm here for any question.”
- Clinic or salon: “Hi [name], your first appointment is confirmed for [Tuesday at 4]. Please arrive ten minutes early.”
- Course: “Welcome to [course name]! We start on [Saturday]. The timetable and materials are here: [link].”
Formal welcome messages for business clients
- Business to business: “Dear [company name], we are pleased to have you as a client. Your account manager is [name], reachable at [email].”
- After signing: “Thank you for your trust. Work begins on [date], and we will send the plan for week one within [two days].”
- New account: “Hello [name], your account with us is open. Login details follow in the next message, and support is available [Sunday to Thursday].”
- Brief: “Welcome to [company name]. We look forward to working with you.”
Welcome lines for a new follower or member
These go in a welcome post, or in a reply to someone who messaged or commented. Do not send automated messages to people who never wrote to you first: that breaks the platforms' rules.
- Creator: “Hi [name]! Thanks for following. I post [a new recipe every Sunday] and I read every message.”
- Shop: “Welcome, [name]! New arrivals land every [Thursday]. If you're after something specific, just ask.”
- With a question: “Welcome! What brought you here? Your answer helps me post what is useful to you.”
- Short: “Glad you're here!”
After the welcome: when the customer asks their question
A welcome message is one template for everyone; the question that follows is different for every customer. PersonaXpand is our product: it drafts a reply to each direct message on Instagram and Facebook, and to each comment on Instagram, Facebook, X, YouTube and Threads, in your own style and in the language the message was written in. You approve a reply with one tap, or let routine replies send on their own.
PersonaXpand does not support WhatsApp, but the templates on this page paste into it as they are.