Move identity checks out of email threads. Ask for the right document, validate it, branch on status, and keep every step visible in HubSpot.
Request → upload Flow → review branch → outcome stack. KYC without leaving WhatsApp.
Utility templates with upload Flow, document header on retry, and approval messaging. HubSpot stores verification status on the contact.
Hi {{first_name}}, to finish opening your account we need a quick ID check. It takes about 2 minutes and stays encrypted end-to-end.
Hi {{first_name}} — upload a clear photo of your ID and a selfie. We only use these to verify your identity.
ID type
Managed by Acme Finance · FCA authorised
{{first_name}}, we couldn't read your ID photo. Please re-upload — ensure all corners are visible and there's no glare.
You're verified ✅ Welcome to Acme — your account is fully active. We'll message you here for important updates.
Utility opener — image header invites secure in-chat verification.
Upload Flow — ID type section, document rows, consent checkbox.
Document header on retry — shows example format when re-upload is needed.
Approved stack — welcome message with dashboard link.
KYC fails when instructions live in email and status lives in someone else's spreadsheet. This workflow keeps both in the CRM.
WhatsApp gets the request seen quickly, and the branch logic turns verification status into the next action.
Add document-type routing, expiry checks, multilingual instructions, and automated risk-tier handoff.
Use secure upload URLs, suppress duplicate nudges, store consent, and never expose sensitive documents in public links.
The point: the customer should always know what is missing and your team should always know who is blocked.
We stopped chasing identity documents by email and cut the wait from days to hours.
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