Customer Onboarding WhatsApp Template for NBFCs

Personalise it so it reads as 1:1

The difference between a welcome that lands and one that gets ignored is specificity. Use the customer's first name in {{2}}, name the exact product they took in {{3}} (personal loan, two-wheeler loan, business loan, gold loan), and make the first step in {{4}} the one action that actually unblocks them — usually completing video KYC, setting up an e-mandate, or downloading their sanction letter. Avoid vague phrasing like 'get started'; a borrower wants to know precisely what to do next. Where you serve customers across states, prepare a Hindi or regional-language version of the same template so a first-time borrower in a Tier-2 or Tier-3 town reads their onboarding in the language they trust with money.

• {{2}} — first name, not full legal name
• {{3}} — the specific credit product taken
• {{4}} — one clear, unblocking action
• Buttons that jump straight to KYC, EMI schedule or support

Getting it approved as Utility

Submit this template under the Utility category, because every line is transactional and tied to a real account event. The fastest path through Meta's review is discipline: keep it strictly informational, provide realistic sample values for all four variables (Meta reviewers reject placeholders like 'xxxx' or empty brackets), and make sure your buttons do what they say. The single biggest cause of rejection here is drifting into promotion — the instant you add 'apply for a top-up loan at 10.5%' or a limited-time offer, the template becomes marketing, needs an opt-out line, and bills at the higher marketing rate. Keep onboarding clean and utility, and run cross-sell as a separate, clearly-marketed template later.

• Use real sample values, never placeholder text
• No offers, rates or promotions in the body
• Button labels must match their action
• Re-submit for approval after any wording change

What it costs to send

Since 1 July 2025, WhatsApp bills per delivered message by category, not per 24-hour conversation, so this onboarding template is charged at the utility per-message rate every time it reaches a customer. That is the cheaper of the message rates and, for a lender sending one welcome per new account, the cost per onboarded customer is small and predictable. With InfiQ you pay transparent ₹ pricing (ex-GST) — you see the utility rate, add InfiQ's platform pricing, and know the number before you send. The 24-hour service window that opens when a customer replies is free: within it, your team can answer KYC or EMI questions at no extra template cost, which is where onboarding quietly pays for itself in deflected call-centre volume.