This workflow completes know-your-customer onboarding faster by requesting documents over WhatsApp, nudging for anything missing, branching on verification status, and routing to manual review only when a case needs human judgement.
At a glance
| |
|---|
| Trigger | New regulated customer or account opened |
| Channels | WhatsApp |
| Templates | Document request Flow plus reminders |
| Platforms | HubSpot |
What this workflow does
New customers receive a structured request for the identification and compliance information you need. The workflow tracks what has been supplied, nudges for missing files, and branches on the verification result: clean cases pass automatically, while flagged or incomplete cases go to manual review. A Breeze Customer Agent can help customers who get stuck.
What you will need
- One or more WhatsApp Flow templates for KYC data collection
- A verification status property (for example, Pending, Verified, Manual Review, Failed)
- Properties to store the collected fields
- A documented data processing agreement covering the Flowella to HubSpot data flow
Workflow steps
- Trigger account opened, deal stage change, or enrolment from a sign-up workflow.
- Send welcome and first request explain what is needed and why, then send the first KYC Flow.
- Wait for completion delay until Form Completed, up to 48 hours.
- Branch, submitted run verification. Clean result sets status to Verified and continues onboarding. Flagged result sets status to Manual Review and creates a task for the compliance team.
- Branch, missing files send a missing-file nudge naming exactly what is outstanding, wait, then escalate to a Customer Agent or a manual review task.
- Manual review only for exceptions keep human review for the cases that genuinely need it, rather than every applicant.
Tips and gotchas
For highly sensitive data such as full identification numbers or document images, direct customers to a secure portal rather than collecting it in the WhatsApp thread, and make sure your data processing agreements cover the full flow.
