KYC without the chase. Ask on WhatsApp, upload on a secure page.

Ask new customers for ID on WhatsApp, learn which document they’ll use in a two-question Flow, then send a secure upload link. The AI Document Reader fills in HubSpot, and only exceptions reach a person.

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 new account with KYC pending
Channel
WhatsApp, with the status in HubSpot
Workflow
3 templates, 1 Flow, 1 branch
Needs
HubSpot workflows, on Professional or Enterprise

Step through the play as the customer.

Omar, a new customer, applies through your form or signs up in your app. Each step shows what he sees on WhatsApp and what lands on his HubSpot record, from the request to the upload link. 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 customer down one path
KYC OnboardingStep 1 of 5
  1. Where Omar comes from

  4. Yes, 100: the secure upload link

    No, under 100: a person reviews it

  5. Standard: kyc_upload_link, then a read

    Review: kyc_review and an owner

Acme MoneyBusiness account
Sample data

Today

Omar Haddad+44 7700 900536
Sample data

Properties

signup_source
website_formOpen an account form
kyc_document_type
No value
kyc_pep_declared
No value
kyc_notes
No value
kyc_route_score
No value
kyc_status
pending
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 KYC onboarding blueprint.

    Request, a two-question Flow, then one branch: standard cases get a secure upload link and an automatic read, and exceptions go to a person. You build it in a HubSpot workflow, from Flowella’s WhatsApp triggers and actions.

    • Trigger
    • Send WhatsApp
    • Delay
    • Branch
    • Goal
    • Numbered note
    1. Enrolment triggerkyc_status is pending

      Set by your application form, or by your app when it writes the new customer to HubSpot.

    2. Delay5 minutes, for form leads

      Customers from your app get the request straight away.

    3. Send WhatsApp TemplateThe request

      kyc_request, with the Flow button “Start verification”.

    4. Delay until event happensForm Completed, up to 2 days

      The answers land as kyc_document_type, kyc_pep_declared and kyc_notes.

      No answer in 2 days: one reminder, then a task for onboarding.

      Ask before you request

      Knowing the ID type first tells your team which document and which checks to expect.

    5. BranchIs kyc_route_score 100?

      A listed ID and a no to the declaration make 100. Anything else scores less.

      Review only exceptions

      Most customers take the standard route. People review the cases that need judgement.

    6. Yes
      Send WhatsApp TemplateThe upload link

      kyc_upload_link, to a HubSpot form with a file upload field

      Delay until event happensThe upload, up to 2 days

      The form submission puts the file on the record

      Nothing uploaded in 2 days: one reminder naming what’s missing.

      AI Document ReaderRead the document

      Writes the name, date of birth and expiry date to the properties you map

      GoalVerified

      Your checks pass: kyc_status is verified. Anything flagged goes to review.

      No
      Rotate record to ownerCompliance team

      A named reviewer for each exception

      Send WhatsApp TemplateThe review message

      kyc_review, so they know what happens next

      GoalReviewed by a person

      kyc_status is manual_review; the reviewer asks for what’s needed

      Documents off the chat

      ID images go to a secure upload page, never the WhatsApp thread.

      Map only what you check

      Blanks are skipped unless you tick Clear HubSpot properties when empty. Map only what you check.

    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 gets the document in.

    Three WhatsApp templates and the Flow they open carry the play. ID images never travel in the chat: the upload happens on a secure page, and every variable comes from the HubSpot record.

    Show the messages as

    • kyc_requestUtilityEnglish (UK)Sample data

      Sends 5 minutes after the application, or straight away from your app

      One step left: verify your IDHi {{first_name}}, your account is almost ready. Two quick questions here, then a secure link to upload your ID. It takes about two minutes.Start verification
      One step left: verify your IDHi Omar, your account is almost ready. Two quick questions here, then a secure link to upload your ID. It takes about two minutes.Start verification

      Says what’s needed and why, and starts with two taps, not a document.

    • kyc_checkWhatsApp Flow1 screenSample data

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

      The Flow, Verify your identity: which ID will you use (passport, UK driving licence, national identity card, none of these), are you a politically exposed person (no, yes or a relative is) and an optional question, anything we should know.

      Omar’s Flow, with passport and no chosen, and the optional question left blank.

      The ID they’ll use and a declaration as taps, a note optional. No documents in the chat.

    • kyc_upload_linkUtilityEnglish (UK)Sample data

      Sends when kyc_route_score is 100

      Upload your ID securelyThanks, {{first_name}}. Upload a photo of the ID you chose on our secure page. It takes about two minutes, and we’ll message you here when you’re verified.Upload my ID
      Upload your ID securelyThanks, Omar. Upload a photo of the ID you chose on our secure page. It takes about two minutes, and we’ll message you here when you’re verified.Upload my ID

      A secure upload page, one document, and a promise to confirm in the same chat.

    • kyc_reviewUtilityEnglish (UK)Sample data

      Sends when kyc_route_score is under 100

      Thanks, {{first_name}}. A member of our onboarding team will check your details and message you here within one working day. Nothing else is needed from you yet.I have a question
      Thanks, Omar. A member of our onboarding team will check your details and message you here within one working day. Nothing else is needed from you yet.I have a question

      A named reviewer and a clear next step, so nobody has to chase.

    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 tell you a KYC case will clear.

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

    5 signals, what each looks like, and where each lands in HubSpot
    SignalNeeds reviewWill clearLands in HubSpot as
    The ID they’ll useA listed document means the standard route and the right upload page. None of these Passport kyc_document_type
    The declarationA politically exposed person needs enhanced checks, so a person reviews it. Yes, or a relative is No kyc_pep_declared
    How fast they open itFlowella logs how long the request took to read. Minutes beat days. Read days later Read in minutes timeToReadSecondsOn the Message read event
    Whether they finishOnly a finished Flow fires Form Completed, so the upload link waits for both answers. Opened, then left Every question done Form CompletedThe Flowella trigger
    Whether the document readsWith Clear HubSpot properties when empty ticked, a field the reader can’t find shows as blank. Blank fields Every field read AI Document ReaderThe Flowella workflow action

    Why KYC on WhatsApp works.

    KYC stalls when instructions sit in email and status sits in a spreadsheet. A request they read, two taps and a secure upload keep the customer moving and the status in HubSpot.

    • Why speed matters

      A new customer is keenest the day they sign up. A request on WhatsApp that day, with a secure link that takes two minutes, gets the document in before the account goes cold.

    • How to enhance it

      Ask for proof of address only when the ID needs it, send instructions in the customer’s language, hand stuck customers to a Breeze Customer Agent, and file a summary PDF with Generate Document.

    • Gotchas

      Keep ID images out of the chat, cover the Flowella to HubSpot flow in your data processing agreement, nudge once per missing file, and send only exceptions to review.

    The point: customers know what’s missing; your team knows who’s blocked.

    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. KYC Onboarding 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 KYC.

    Browse all playbooks

    This play is filed under Support Customer success Verify details FinTech

    • Authentication / OTP

      Confirm sensitive changes on WhatsApp first, then your app sends a one-time code through the Flowella API, with fail-closed holds and every outcome logged in HubSpot.

      • Support

    • Customer Onboarding

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

      • 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

    • 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

    • Job Applicant Status

      Improve candidate experience with WhatsApp application confirmations, stage updates, interview booking, offer or regret messages, and hiring outcome tracking.

      • Sales
      • Support

    • Lead Capture & Qualify

      Qualify captured leads with WhatsApp questions, scoring, high-fit sales routing, and nurture for low-urgency contacts.

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

    Move KYC out of the inbox.

    Turn every new account into a WhatsApp request, a two-question Flow and a secure upload. Start free today, or book a 30-minute demo and we’ll map this play to your checks.

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