On New Lead
On New Lead is a bot trigger that activates when a customer messages your WhatsApp API number for the very first time.
In simple terms, a “new lead” means a customer who has never contacted your business on WhatsApp before. As soon as their first message is received, DoubleTick can automatically start a bot journey.
This trigger is commonly used to send a welcome message or begin the first interaction with new customers.
Where to Use This Trigger
Use On New Lead when you want to automate the first response for new customers, such as:
Sending a welcome message when someone contacts you for the first time
Sharing business information or service options instantly
Starting lead qualification flows for first-time inquiries
Creating a consistent first experience for every new customer
This trigger is ideal for businesses that receive inbound leads daily and want an immediate automated response.
How to Use It in Bot Studio
Open Bot Studio in your DoubleTick dashboard
Click Create New Journey
Select the trigger: On New Lead
Once selected, this trigger will run only for customers messaging you for the first time.
Add the First Response Action
After selecting the trigger, you can choose what message should be sent automatically. DoubleTick provides multiple action options such as:
Send Message
Send Template
Send Interactive List Message
For example, to send a welcome template:
Select Send Template from the Actions panel
Click the green connection dot on the trigger
Drag and link it to the Send Template block
Choose the template you want to deliver
Once activated, this journey will run automatically for every new customer.
Additional Scenario: New Leads from Broadcast Replies
The On New Lead trigger can also activate when a customer contacts you for the first time by replying to a broadcast template.
For example:
You send a broadcast template message to a large set of customers
The template includes a CTA button such as “Know More” or “Reply Now”
A customer clicks the button and sends you a message for the first time
Since this is their first-ever interaction with your WhatsApp API number, DoubleTick will still treat them as a new lead.
As a result, the On New Lead bot journey will trigger automatically, ensuring the customer receives the correct welcome or onboarding flow.
Key Capabilities
Detects first-time customers automatically
Helps send instant welcome or onboarding messages
Supports templates and interactive message actions
Ensures every new lead receives a consistent first response
Works even when the first message comes from broadcast template replies
Useful for lead capture and first-contact automation
Example Use Case
A customer messages your WhatsApp number for the first time with “Hi”.
Since this is their first interaction, the On New Lead trigger activates and DoubleTick automatically sends a pre-approved welcome template such as:
“Thank you for contacting us. Please choose how we can help you today.”
This helps businesses respond instantly, even outside working hours, and ensures no new lead is missed.
Add the First Response Action
After selecting the trigger, you can choose what message should be sent automatically. DoubleTick provides multiple action options such as:
Send Message
Send Template
Send Interactive List Message
For example, to send a welcome template:
Select Send Template from the Actions panel
Click the green connection dot on the trigger
Drag and link it to the Send Template block
Choose the template you want to deliver
Once activated, this journey will run automatically for every new customer.
Key Capabilities
Detects first-time customers automatically
Helps send instant welcome or onboarding messages
Supports templates and interactive message actions
Ensures every new lead receives a consistent first response
Useful for lead capture and first-contact automation
Example Use Case
A customer messages your WhatsApp number for the first time with “Hi”.
Since this is their first interaction, the On New Lead trigger activates and DoubleTick automatically sends a pre-approved welcome template such as:
“Thank you for contacting us. Please choose how we can help you today.”
This helps businesses respond instantly, even outside working hours, and ensures no new lead is missed.
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