Confirm it’s them, then send the code. Step-up checks on WhatsApp.

When someone asks to change bank details, ask the customer on WhatsApp first. Two taps confirm it, then your app sends a one-time code through the Flowella API. Any doubt stops the change.

Get started free Try a live Flow on WhatsApp (opens in a new tab)
Flo, the Flowella mascot, pointing at a simple flowchart in an open ring-bound playbook with colourful tabbed pages
Trigger
A sensitive change in your app or online
Channel
WhatsApp, with every outcome in HubSpot
Workflow
3 templates, 1 Flow, 1 branch
Needs
HubSpot Pro or Enterprise, plus the Flowella API

Step through the play as the customer.

Someone asks to change Ruth’s bank details in your app or online. Each step shows what Ruth sees on WhatsApp and what lands on her HubSpot record, from the check to the code. Your answers in the Flow decide which way the branch goes.

Flo pointing along one of three signpost arrows, the way the branch sends each request down one path
Authentication / OTPStep 1 of 5
  1. Where Ruth comes from

  4. Yes, 100: your app sends the code

    No, under 100: stop the change

  5. Code: otp_code, sent by your app

    Stopped: change_on_hold and a call

Acme PayBusiness account
Sample data

Today

Ruth Adeyemi+44 7700 900641
Sample data

Properties

change_source
app_requestChange made in the app
change_requested
No value
change_prompted
No value
change_notes
No value
change_check_score
No value
verification_status
change_requested
hubspot_owner_id
No value

Activity

    2 of 7 properties written

    Workflow triggers and actions need HubSpot Professional or Enterprise. Workflow actions guide

    Try a live Flow

    Scan the code with your phone to open one in WhatsApp. It’s Flowella’s own Flow, not this playbook.

    Open it in WhatsApp (opens in a new tab)

    The step-up verification blueprint.

    A sensitive change, a check on the phone you already hold, then one branch: confirmed changes get a one-time code and anything doubtful stops. The check runs in a HubSpot workflow; your app sends the code through the Flowella API.

    • Trigger
    • Send WhatsApp
    • Delay
    • Branch
    • Goal
    • Numbered note
    1. Enrolment triggerA bank details change

      Your app writes the request to a custom property the play creates, which enrols the contact.

      Your app owns the code

      Your app makes each code, accepts it once and expires it in minutes. Flowella only delivers it.

    2. Send WhatsApp TemplateThe check

      change_confirm, with the Flow button “Review the request”.

    3. Delay until event happensForm Completed, up to 5 minutes

      The answers land as change_requested, change_prompted and change_notes.

      No answer in 5 minutes: the request lapses and nothing changes.

      Silence never approves

      No answer means no change. The customer can always start again.

    4. BranchIs change_check_score 100?

      A yes to the request and no outside pressure make 100. Any doubt scores less.

      Ask about pressure

      Scammers tell people what to change, so “someone asked me to” means a person calls first.

    5. Yes
      Edit recordCheck confirmed

      verification_status set to confirmed, which your app watches for

      GoalVerified in your app

      Your app sends otp_code through the Flowella API, checks the code and logs the outcome

      No
      Rotate record to ownerSecurity team

      A named person who calls on the number you hold

      Send WhatsApp TemplateThe hold message

      change_on_hold, before anything else happens

      GoalStopped and logged

      verification_status set to on_hold; the change never happens

      Meta’s fixed format

      Authentication templates carry only the code, the security line and the expiry.

      Log every outcome

      Confirmed, stopped or lapsed: each lands on the record for support and audit.

    Workflow triggers and actions need HubSpot Professional or Enterprise. The answers land as contact properties on every HubSpot plan, Free included. Workflow actions guide

    Copy that keeps trust high.

    Two utility templates and the Flow run from HubSpot. Your app sends the authentication template through the Flowella API, in Meta’s fixed format. No account details appear in any message.

    Show the messages as

    • change_confirmUtilityEnglish (UK)Sample data

      Sends as soon as the request reaches HubSpot

      Confirm a change to your accountHi {{first_name}}, we received a request to change the bank details on your Acme Pay account. Please confirm it was you before anything changes. If it wasn’t you, tell us here.Acme Pay will never ask you for a codeReview the request
      Confirm a change to your accountHi Ruth, we received a request to change the bank details on your Acme Pay account. Please confirm it was you before anything changes. If it wasn’t you, tell us here.Acme Pay will never ask you for a codeReview the request

      An account alert, not marketing: the change waits until they answer.

    • change_checkWhatsApp Flow1 screenSample data

      Opens from the alert’s button, synced from your HubSpot form

      The Flow, Confirm the change: did you ask for this change (yes, I asked for it; no, I didn’t ask), did anyone ask you to make it (no, it’s my own choice; yes, someone asked me to) and an optional question, anything we should know.

      Ruth’s Flow, with yes, I asked for it and no, it’s my own choice chosen, and the optional question left blank.

      Two taps and an optional note. A no, or any outside pressure, stops the change.

    • otp_codeAuthenticationEnglish (UK)Sample data

      Sent by your app through the Flowella API once the check passes

      {{code}} is your verification code. For your security, do not share this code.This code expires in 10 minutes.Copy code
      482913 is your verification code. For your security, do not share this code.This code expires in 10 minutes.Copy code

      Meta’s fixed format. Your app puts the code in the text and the copy button, and sets the expiry.

    • change_on_holdUtilityEnglish (UK)Sample data

      Sends when change_check_score is under 100

      We’ve stopped the changeThanks for telling us, {{first_name}}. We’ve put the change on hold, and nothing on your account has changed. {{rep_name}} from our security team will call you today on the number we hold.How we keep you safe
      We’ve stopped the changeThanks for telling us, Ruth. We’ve put the change on hold, and nothing on your account has changed. Jamie from our security team will call you today on the number we hold.How we keep you safe

      The change stops, a named person calls, and the customer hears it first.

    Sample templates. Meta approves each template before it can send, and the Send WhatsApp Template action maps HubSpot properties to its variables.

    Five things that show the change is really theirs.

    The play captures all five. The answers land in custom properties the play creates, next to Flowella’s own events, so a workflow can read them.

    5 signals, what each looks like, and where each lands in HubSpot
    SignalStop the changeReally theirsLands in HubSpot as
    Whether they askedA no from the phone on the record stops the change before it happens. No, I didn’t ask Yes, I asked for it change_requested
    Whether someone pushed themScammers tell people what to change, so a yes here means a person calls first. Someone asked me to My own choice change_prompted
    How fast they open itFlowella logs how long the check took to read. A real customer reads it in seconds. Read hours later Read in seconds timeToReadSecondsOn the Message read event
    Whether they answer in timeNo answer in five minutes and the request lapses, so silence never approves a change. No answer Answered in a minute Form CompletedThe Flowella trigger
    What happened in the endEvery confirmation, hold and lapse lands on the record for support and audit. Nothing recorded Logged on the record verification_status

    Why WhatsApp step-up checks work.

    Account takeovers often start with a change of bank details. A check on the phone you already hold, then a one-time code, stops a fraudster without slowing the real customer.

    • Why speed matters

      A real customer is waiting in your app, so the check has to land in seconds and take two taps. A request nobody confirms in five minutes simply lapses.

    • How to enhance it

      Use the same check for a new payee, a large withdrawal or a new phone number, route changes made by phone through it too, and give support the record’s timeline for every query.

    • Gotchas

      Send holds and lockouts as utility. Your app should expire codes in minutes and lock after three wrong tries. Space resends: Flowella drops the same template to one number within 15 seconds.

    The point: fast for the real customer, boringly strict for everyone else.

    Every play, in one playbook.

    The HubSpot + WhatsApp Playbook, Vol. 01, puts each play on a two-page spread: why and when it works on the left, the blueprint on the right, and the WhatsApp copy ready to paste. Authentication / OTP is one of them.

    1. Leave your WhatsApp number. Four fields, and no sales call attached.
    2. A short Flow arrives. It’s a live Flowella Flow, so you see one working.
    3. The playbook lands in the same chat.
    Get the playbook

    Free. Reply STOP at any time to stop the messages.

    Vol. 01

    The HubSpot + WhatsApp Playbook

    Workflows that actually convert.

    • Each play on a two-page spread
    • The WhatsApp copy, ready to paste
    • Blueprints you can build in HubSpot

    flowella.ioField manual

    Page 1 of 3The cover

    Browse playbooks by what you do.

    Twenty plays, each a working blueprint. These six sit closest to verification.

    Browse all playbooks

    This play is filed under Support Verify details FinTech Healthcare

    • KYC Onboarding

      Complete KYC faster with WhatsApp document requests, missing-file nudges, verification branches, and manual review only for exceptions.

      • Support
      • Customer success

    • Contact Data Refresh

      Refresh stale CRM records with WhatsApp confirmations, structured corrections, one reminder, and a clear freshness flag.

      • Support
      • Customer success

    • Customer Onboarding

      Guide new customers to first value with milestone WhatsApp prompts, setup nudges, support rescue, and HubSpot onboarding status updates.

      • Support
      • Customer success

    • Appointment Reminders

      Cut no-shows with WhatsApp appointment confirmations, timed reminders, prep requests, self-serve reschedule, and attendance follow-up.

      • Sales
      • Support

    • Order & Shipping Updates

      Cut “where is my order?” tickets with WhatsApp order confirmations, dispatch updates, delivery branches, delay recovery, and review prompts.

      • Support
      • Customer success

    • Trial-to-Paid SaaS

      Convert SaaS trials with WhatsApp activation nudges, usage-based branching, support rescue, upgrade CTAs, and paid-plan exits.

      • Sales
      • Customer success
    Flo jumping for joy with her fist in the air and a phone in her hand

    Check sensitive changes on WhatsApp.

    Confirm every bank details change on the phone you hold, then let your app send a one-time code. Start free today, or book a 30-minute demo and we’ll map this play to your app.

    Get started free Try on WhatsApp (opens in a new tab)
    Or book a 30-minute demo