Customer conversations that actually complete
SMS OTPs get filtered, applications stall in phone tag, and collections calls go unanswered. GeneX moves the whole customer lifecycle — verification, onboarding, screening, support and repayment reminders — onto the official WhatsApp Business API.
The problem
The cost of a conversation that doesn't complete
OTPs that never land
SMS verification codes get delayed or filtered by carriers. Every failed code is a dropped sign-up or an aborted login.
Failed logins drive a fifth of support contactsApplications stuck in phone tag
Loan and account applications collected over calls take days, arrive incomplete, and stall risk review before it starts.
Days of back-and-forth per applicationCollections that cost too much
Outbound call campaigns reach a fraction of customers. Every successfully contacted borrower costs more than the message is worth.
Low contact rates, high cost per contactWhat you can launch this week
Four playbooks, pre-built and compliance-ready
PLAYBOOK 01
OTP over WhatsApp that arrives in seconds
Registration and login codes delivered in the app your customers open daily. Delivery receipts confirm every code, retry logic handles the rare miss, and SMS stays available as an automatic fallback.
- Authentication templates pre-approved with Meta
- Delivery receipts and automatic retry logic
- SMS fallback for customers without WhatsApp
It expires in 5 minutes. Never share this code with anyone.
PLAYBOOK 02
Acquisition and onboarding collected in one chat
CTWA ads open a conversation, structured forms collect KYC data in-thread, and the risk team receives complete, readable data for first-pass screening — no phone tag, no photo-of-a-photo documents.
- CTWA ads open a chat with context pre-filled
- Structured forms validated as the customer types
- AI assistant answers product and KYC questions
PLAYBOOK 03
Support that protects the relationship
AI answers routine questions around the clock, agents step in for anything sensitive with full context, and every customer keeps one continuous, auditable thread across branches.
- AI auto-replies grounded in your product policy
- Human handover with the full conversation attached
- Shared inbox across branches and collections teams
PLAYBOOK 04
Repayment reminders that actually reach people
Scheduled, interactive reminder sequences — gentle before the due date, firm after — with a one-tap payment link in every message. Customers tap “Move due date” instead of dodging a call — one tap, no typing.
- Reminder ladders scheduled per product
- One-tap payment links with instant confirmation
- Replies and promises logged to your collections workflow
What financial services teams see on GeneX
OTP, onboarding, risk screening and repayment reminders on one channel
A Nigerian financial services company moved its core customer messaging onto WhatsApp with GeneX — verification that arrives, applications collected in chat, and interactive collections that cost less.
Read this storyFAQ
Questions financial services teams ask us
Yes. Meta's WhatsApp Business API has a dedicated authentication template category for OTP codes, and utility templates for account notices and reminders. We prepare and submit your templates to Meta for approval as part of onboarding — most financial templates are approved within days.
Message content is encrypted in transit, access is role-based, and every agent action is audit-logged. You control data retention, and regional data residency options are available. GeneX never uses your customer data to train models — your workspace is yours alone.
Yes — through webhooks and a REST API. Most teams integrate GeneX with their existing KYC, origination or servicing stack without changing it: events flow in, messages go out, replies flow back as structured data.
You message from a verified Business Profile with your brand name — customers can always tell an official thread from an impersonator. Templates are signed by Meta, agents never ask for PINs or passwords in chat, and every message is attributable to a named human or the AI.
Put your customer lifecycle in one trusted channel
Book a 20-minute walkthrough with a financial services specialist — we'll map OTP, onboarding and collections to your compliance requirements and estimate your contact-rate upside.