Messaging for banks, fintech and insurers
Deliver one-time passcodes and transaction alerts on the channel that reaches the customer, answer service questions in one supervised inbox, and keep consent, sender registration and data handling under control.
A transaction alert with a customer reply on WhatsApp. Synthetic brand and sample data.
Short answer
Updated
OmniChannels.ai lets banks, fintech companies and insurers send one-time passcodes, transaction and fraud alerts, card and loan reminders and policy notices over SMS, WhatsApp authentication templates, RCS and voice OTP, with fallback between channels. Service teams answer customers in a shared Omni Inbox, and AI agents powered by BroadNet AI handle routine questions in English and Arabic before handing over to a person. High volume runs over the REST API or SMPP.
What financial institutions send with OmniChannels.ai
One-time passcodes
Send login and payment OTPs by SMS, WhatsApp authentication templates with one-tap, zero-tap or copy-code buttons, RCS, or voice OTP for customers who cannot read a text.
Transaction alerts
Notify customers of card payments, transfers, salary credits and ATM withdrawals as they happen, on WhatsApp, RCS or SMS.
Fraud alerts with a reply
Ask the customer to confirm or reject a suspicious payment with buttons or a reply, and route a rejection straight to the fraud team in the inbox.
Card, loan and premium reminders
Remind customers of card due dates, loan instalments, policy renewals and expiring documents, from a CSV upload or your core system through the API.
Customer service in one inbox
Agents answer WhatsApp, Messenger, Instagram, RCS, SMS and email in one thread per customer, under their own names, with assignment and tags.
AI agents with human handover
AI agents answer routine questions such as branch hours, card activation steps or claim status from your knowledge base and tools, then pass sensitive cases to a person.
IVR and voice
Run multilingual IVR, outbound reminder calls and AI voice agents in Arabic and English, with call recording and transcription, provisioned with your account team.
Fallback for critical messages
Set an order such as WhatsApp, then RCS, then SMS for each use case, so an alert that fails on one channel is retried on the next.
API and SMPP for core systems
Connect core banking, card and policy systems through the REST API, webhooks for delivery status, or SMPP 3.4 over TLS for high volume.
Which channel for which message
Start from the message type, then set the fallback. The best channel also depends on your customers' devices and the sender registration you hold in each country.
| Item | Details |
|---|---|
| Login and payment OTP | WhatsApp authentication template or SMS as the primary channel, with SMS or voice OTP as fallback. Voice OTP also helps customers with visual impairments or basic phones. |
| Transaction alerts | SMS for the widest reach on any phone, or WhatsApp utility templates where customers opted in. Keep SMS as fallback so no alert is lost. |
| Fraud and suspicious activity alerts | WhatsApp or RCS with confirm and reject buttons so the customer can answer at once, with SMS fallback and an outbound voice call for high-risk cases. |
| Card, loan and premium reminders | WhatsApp utility templates or RCS with a branded sender, falling back to SMS. Include a link to the app rather than account details. |
| Service questions and claims | WhatsApp, Messenger, Instagram and two-way SMS in the Omni Inbox, with an AI agent answering first and a person taking over. |
| Product offers and cross-sell | WhatsApp marketing templates, RCS rich cards or email, sent only to customers who opted in to marketing, with a clear way to opt out. |
How a bank or fintech goes live
- 1
Classify your messages
List OTP, alert, reminder, service and marketing flows, and agree with compliance which channel and consent each one needs.
- 2
Register senders and accounts
Register SMS sender IDs in each country, connect the WhatsApp Business account through Meta Embedded Signup and verify the RCS brand.
- 3
Approve templates
Submit authentication, utility and marketing templates in Arabic and English, and keep account data out of message text.
- 4
Integrate and set fallback
Connect core systems through the REST API or SMPP, subscribe to delivery webhooks and set the fallback order for each flow.
- 5
Test, then scale
Test with your own verified numbers, review delivery reports and handover rules, then move each flow to production in stages.
Is OmniChannels.ai right for your institution?
A good fit when
- You send OTPs and alerts to customers in several GCC, MENA or global markets.
- You want WhatsApp, RCS and SMS behind one API with fallback for critical messages.
- Your service team answers customers in Arabic and English on several channels.
- You need SMPP or a direct API connection for high-volume traffic from core systems.
Good to know before you start
- Messages should never contain full account numbers, balances or passwords. Send a notice and a link to the secure app instead.
- Sender IDs, WhatsApp templates and the RCS brand need registration and approval before launch, which takes time in some countries.
- Marketing messages need recorded opt-in, and banking regulators in each country may add their own rules. Confirm them with your compliance team.
- Certifications and data residency requirements are reviewed during discovery with the account team, not assumed.
Banking and fintech messaging questions
Which channel is best for OTP?
It depends on your customers. SMS reaches any phone. WhatsApp authentication templates offer one-tap, zero-tap and copy-code buttons where customers use WhatsApp. Voice OTP reads the code aloud. Most institutions pick a primary channel per market and set the others as fallback.
Can we send transaction alerts on WhatsApp?
Yes, as utility templates approved by Meta, sent to customers who have agreed to receive them. Many banks keep SMS as the fallback so an alert still arrives when the customer has no data connection.
How do you help prevent OTP fraud such as SMS pumping?
Use number lookup to check numbers before sending, limit OTP requests per number and session in your application, and watch delivery reports for unusual destinations. Our guide on SMS pumping explains the controls in detail.
Can an AI agent answer banking customers?
Yes, for routine questions such as card activation, branch hours or claim status, using your knowledge base and the tools you connect. Set rules so identity checks, disputes and complaints go to a person in the inbox.
Should messages include account details?
No. Keep messages to a short notice, the last digits of a card at most, and a link or instruction to open the secure app. Never ask customers to send passwords or full card numbers in a chat.
Do you support SMPP for our core banking platform?
Yes. SMPP 3.4 over TLS is available with binds provisioned per account. You can also use the REST API with delivery status webhooks.
Where is our data stored?
Data handling, retention and hosting options are discussed during discovery with the account team. BroadNet AI can also be deployed in private cloud or on-premise for AI workloads.
Guides on this topic
- MarketingBanking and Fintech Customer Messaging: Alerts, OTP and Fraud8 min read
- SMS & OTPOTP Messages on WhatsApp and SMS: Security, Delivery and Fraud9 min read
- SMS & OTPSMS Pumping Fraud: How AIT Works and How to Stop It9 min read
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