> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.flowella.io/llms.txt
> Use this file to discover all available pages before exploring further.

# KYC Onboarding

> Collect KYC documents over WhatsApp with structured requests, missing-file nudges, verification branches, and manual review only for the exceptions.

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

1. **Trigger** account opened, deal stage change, or enrolment from a sign-up workflow.
2. **Send welcome and first request** explain what is needed and why, then send the first KYC Flow.
3. **Wait for completion** delay until Form Completed, up to 48 hours.
4. **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.
5. **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.
6. **Manual review only for exceptions** keep human review for the cases that genuinely need it, rather than every applicant.

## Tips and gotchas

<Warning>
  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.
</Warning>