KYC Collection WhatsApp Template for NBFCs

How to personalise it so it converts (and doesn't look like fraud)

KYC is exactly the moment a nervous borrower is most alert to scams, so specificity is your best conversion tool. Fill {{1}} with the customer's real name, {{2}} with the exact product they applied for, and {{5}} with an application or reference number they can match against their own records — details a fraudster wouldn't have. Use {{3}} to name the precise documents you need so there is no guesswork, and {{4}} to set a clear expiry window that creates gentle urgency without pressure. The built-in line that no OTP or PIN will ever be requested is deliberate: it trains customers to distrust any message that does ask, which protects both them and your brand. Keep the destination behind the Complete KYC button on a secure, https, NBFC-owned domain — never collect documents inside the chat thread itself.

Getting it approved as a Utility template

Submit this in the Utility category, because a KYC request is transactional and tied to an action the customer initiated. The single biggest approval risk is category drift: the instant you add a promotional hook — an interest-rate offer, a cross-sell, a 'limited time' loan sweetener — Meta will reclassify it as Marketing and is far more likely to reject it. Keep the body strictly informational, provide realistic sample values for every variable so the reviewer can see genuine intent, and make the button label describe the action ('Complete KYC') rather than promote anything. A clean, single-purpose template like this typically clears review within a day.

• Keep it 100% informational — no offers, rates or promotional language
• Provide a sample value for every {{n}} variable at submission
• Match the button action to the message: 'Complete KYC', not 'Get your loan now'
• Avoid asking for sensitive credentials (OTP, PIN, card number) in the body
• Point the link to a secure NBFC-owned page, not a shortened or third-party URL

What it costs and how it bills

Under WhatsApp's current model, every message you send is billed per delivered message according to its category. Because this is a Utility template it bills at the lower Utility rate — meaningfully cheaper than Marketing, which is one more reason to keep KYC prompts strictly transactional. The old 24-hour window is now only a free service window for replying to customers who message you first; it is not a billing unit, so a KYC prompt you initiate is charged as a single Utility delivery. Through InfiQ you pay transparent ₹ pricing (ex-GST), with no per-conversation guesswork — model your monthly borrower volume in the cost calculator to see the per-send cost and expected payback from faster KYC completion.

Variations you can adapt

This template is a starting point, not a straitjacket. Trim it for high-frequency sends, translate it for regional borrowers, or split it by stage of the KYC journey. Each variation is a new template version, so submit each one for approval before you send it — and remember that adding any incentive moves a variant into the Marketing category with its own rate and opt-out requirement.

• Shorter: keep only the name, product and Complete KYC button for quick reminders
• Second-nudge: a follow-up version for applicants who didn't act on the first prompt
• Regional language: Hindi, Tamil or Marathi variants to lift completion among first-time borrowers
• Re-KYC: reword for existing customers whose periodic review is due
• Video-KYC: point the button to a scheduling flow instead of a document-upload page