Branch and video KYC appointment confirmation WhatsApp template

A branch or video KYC appointment confirmation tells the customer when and where to show up, and what to bring. Send it as a Utility template as soon as the slot is booked, with a reminder 2 hours before. A no-show costs your branch a slot it could have filled.

Category UtilitySend On booking, and 2 hours beforeVersions 3
Use this template See all 3 versions
Y
Your lenderBusiness account
Today
LOCATIONHi Kavita, your visit to our Andheri East branch is confirmed for Fri, 12 Dec at 11:30 am. Please bring your original PAN card and address proof. The branch location is attached above.Reply HELP to talk to our team10:00RescheduleCancel

Copy-ready templates

Three versions: branch visit, video KYC, and the reminder

1

Branch visit booked

Sent when the slot is booked by the customer or your team.

Category
Utility
Language
English (en)
Header
Location
Footer
Reply HELP to talk to our team
Buttons
Quick reply: “Reschedule”
Quick reply: “Cancel”
Hi {{1}}, your visit to our {{2}} branch is confirmed for {{3}}. Please bring {{4}}. The branch location is attached above.

A location header shows a map pin your customer can open in Google Maps.

LOCATIONHi {{1}}, your visit to our {{2}} branch is confirmed for {{3}}. Please bring {{4}}. The branch location is attached above.Reply HELP to talk to our team10:00RescheduleCancel
2

Video KYC call booked

Sent when a video KYC slot is booked.

Category
Utility
Language
English (en)
Header
None
Footer
Reply HELP to talk to our team
Buttons
Quick reply: “Reschedule”
Hi {{1}}, your video KYC call is booked for {{2}}. Please join from a quiet, well-lit place with your original {{3}} ready. The joining link will be sent here 15 minutes before.
Hi {{1}}, your video KYC call is booked for {{2}}. Please join from a quiet, well-lit place with your original {{3}} ready. The joining link will be sent here 15 minutes before.Reply HELP to talk to our team10:00Reschedule
3

Reminder 2 hours before

Sent 2 hours before either appointment.

Category
Utility
Language
English (en)
Header
None
Footer
Reply HELP to talk to our team
Buttons
Quick reply: “I’ll be there”
Quick reply: “Reschedule”
Hi {{1}}, a reminder that your {{2}} is today at {{3}}. Reply below if you need to change the time.
Hi {{1}}, a reminder that your {{2}} is today at {{3}}. Reply below if you need to change the time.Reply HELP to talk to our team10:00I’ll be thereReschedule

Variables

What each variable means

VariableWhat goes in itSample valueUsually comes from
{{1}}Customer’s first nameKavitaCRM or LOS
{{2}}Branch name (version 2: date and time)Andheri EastBranch master
{{3}}Date and time (version 2: document to keep ready)Fri, 12 Dec at 11:30 amScheduling system
{{4}}What to bringyour original PAN card and address proofYour checklist for this visit type
Format dates the way people say them, with the day of the week: “Fri, 12 Dec at 11:30 am”, not “2026-12-12T11:30”.

Meta category

Why this is Utility, not Marketing

The customer booked a slot with you, so confirming and reminding them about it is Utility.

The reschedule button matters as much as the confirmation: a slot freed a day ahead can go to someone else, while a no-show can’t.

What makes it MarketingAdding “while you’re at the branch, ask about our fixed deposit rates”. Leave cross-selling to the conversation at the branch.

Timing

When to send it

  1. 1
    On bookingVersion 1 or 2.Within minutes
  2. 2
    2 hours beforeVersion 3.
  3. 3
    15 minutes before a video callSend the joining link inside the open chat window, if the customer replied, or as a Utility template.

Don’t send the reminder for slots booked less than 3 hours ahead; the confirmation is enough.

Approval

Why branch and video KYC appointment confirmation templates get rejected

Variable at the start or end

Meta rejects a body that opens or closes with a variable. Every version above starts and ends with fixed words.

Video links in the template

Meeting links change per call, so put them in a dynamic URL button or send them in the chat window, not in fixed template text.

Times without a day

“Your slot at 11:30” gets people to the wrong day. Always include the date and weekday.

Placeholder samples

Give a realistic sample for each variable when you submit, such as “Rahul” or “12,450”, not “name” or “amount”.

Send it from SAMWAD

Three ways to put this template to work

No codeCampaign upload

Not the main route. If your branches still book on a spreadsheet, a daily upload of tomorrow’s slots can send version 3.

No codeJourney or Zapier

Booking tools like Calendly can trigger an API campaign through Zapier when a slot is booked.

DevelopersAPI from your system

Your scheduling system calls SAMWAD on booking, and again 2 hours before the slot.

# When a branch slot is booked
POST https://www.app.samwad.tech/api/wpbox/sendtemplatemessage
{
  "token": "YOUR_API_KEY",
  "phone": "919800000210",
  "template_name": "branch_appointment_confirmation",
  "template_language": "en",
  "components": [{ "type": "body",
    "parameters": [
      { "type": "text", "text": "Kavita" },
      { "type": "text", "text": "Andheri East" },
      { "type": "text", "text": "Fri, 12 Dec at 11:30 am" },
      { "type": "text", "text": "your original PAN card and address proof" }
    ] }]
}

Full request format, button parameters and webhooks: developer documentation.

When a customer taps “Reschedule”, a journey can offer the next free slots, or send them to your branch team in the team inbox.

Compliance note for lenders

  • No identity numbers in chat. Never ask for Aadhaar, PAN or document photos on WhatsApp. Send a link to your own portal or app instead.
  • Opt-in first. Send only to borrowers who agreed to WhatsApp updates, and record when and where they agreed (loan application, app or branch form).
  • Be clear about recording. If video KYC calls are recorded, say so before the call, in line with your KYC policy.
The sample wording on this page is a starting point, not legal advice. Have your compliance team review it before you submit.Sources: Meta: template categorization

FAQ

Branch and video KYC appointment confirmation template FAQs

Want help setting this up for your loans? We’ll walk through it with you on a call.

Book a demo
Can we attach the branch location?

Yes. Choose a location header when you create the template, and pass the branch’s coordinates each time you send it.

Should the video KYC link be in the template?

Use a dynamic URL button, or send the link in the chat 15 minutes before. Fixed links in template text break when each call has its own link.

How do customers reschedule?

With a quick-reply button. Route the reply to a journey that offers new slots, or to your team.

Is this a Utility template?

Yes. It confirms a booking the customer made.

Use it with these templates

All financial services templates →
UtilityKYC pending reminder templateGet KYC finished through your own portal, never by collecting IDs in the chat.See the template →UtilityKYC rejected templateExplain why KYC failed in plain words and how to fix it.See the template →UtilityLoan document pending reminder templateName the exact document that’s missing and link to your upload page.See the template →
WhatsApp for financial services →The WhatsApp guide for lenders and insurers (free PDF) →WhatsApp EMI reminders: a guide for lenders →WhatsApp for NBFCs: templates, consent and KYC →AI agents for customer queries →

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For larger teams

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