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This workflow uses WhatsApp to move know-your-customer (KYC) checks along. Customers get a secure link to your verification provider, reminders about anything still missing, and an update when the check is complete. Your provider does the checks, and HubSpot tracks the status and gives your compliance team tasks for the exceptions.
Keep identity documents, ID numbers and selfies out of WhatsApp. Don’t add file upload questions to a Flow for KYC, and ask customers who send documents in the chat to use the secure link instead. Flowella does not verify identities or check documents.

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At a glance

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How it works

The diagram shows both workflows. One sends the request and reminders while the check is pending. The other reacts when your provider updates the status.

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Before you start

  • Connect Flowella to HubSpot. See HubSpot setup.
  • Have your KYC provider or onboarding system write each customer’s secure link, status and missing items to HubSpot. Flowella has no KYC integration, so this needs your provider’s HubSpot integration or your own.
  • Use contact-based workflows. Flowella’s actions run on contacts only, so if you track account opening on a deal, copy these values to the contact.
  • Store WhatsApp numbers in international format, and collect consent to WhatsApp messages at sign-up. See Phone number format and Meta’s opt-in guidance.
  • Check that your data processing agreements cover sending KYC requests over WhatsApp.
Create these contact properties:

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Create the templates

{{1}} is the contact’s first name. Put links in body variables: a HubSpot workflow can’t give a URL button a different value for each contact. All four are Utility: they are account updates about the customer’s own application, with no promotion. Meta lists “To finish setting up your profile, you need to upload a photo” as utility. It treats “pick up where you left off” prompts about a pending application as marketing, so keep reminders factual. See Meta’s template categorisation guidelines.

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Build the workflows

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Request and reminder workflow

1

Set the trigger and goal

Create a contact-based workflow that enrols contacts when KYC status is Pending and KYC link is known. Set the workflow’s goal to KYC status is any of Verified, Manual review or Failed, so customers leave as soon as your provider updates them.
2

Send the request

Add Send WhatsApp Template with the KYC request. Map the contact’s WhatsApp number property, Template Variable 1 to the first name and Template Variable 2 to KYC link.
3

Remind twice

Add Delay for a set amount of time, set to 2 days, then Send WhatsApp Template with the missing-items reminder. Map Template Variable 2 to KYC items outstanding and Template Variable 3 to KYC link. Repeat the delay and the reminder once.
4

Hand over

After another 2-day Delay for a set amount of time, add Create task for the onboarding team to call the customer.

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Status update workflow

1

Set the trigger

Create a contact-based workflow that enrols contacts when KYC status is any of Verified, Manual review or Failed. Turn on re-enrolment for KYC status.
2

Branch on the result

Add a Branch on KYC status:
  • Verified: add Send WhatsApp Template with the account ready template.
  • Manual review: add Send WhatsApp Template with the under review template, and Create task for compliance.
  • Failed: add Create task for compliance to contact the customer. Don’t send an automatic message about a failed check.

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Test the workflow

  1. On a test contact with your own WhatsApp number, set KYC link to a test page and KYC status to Pending. Check that the request arrives.
  2. Set KYC status to Verified, then to Manual review, and check the updates and the task.
  3. Check the workflow history in HubSpot. A failed send shows Flowella’s reason and error code.

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Troubleshooting

Last modified on October 24, 2026