Quick answer
What is business messaging for BFSI & Fintech?
BFSI messaging is how banks, NBFCs, insurers and fintech apps send OTPs, transaction alerts, EMI reminders and fraud warnings to customers. In India these go over SMS on DLT-registered transactional templates, with WhatsApp and voice calls as extra channels for reminders, documents and fallback when an SMS is delayed.
Last updated: 21 October 2026
Banks, NBFCs, insurers, brokers and fintech apps send the most time-critical messages of any industry. An OTP that arrives late loses a payment; a missed EMI reminder becomes a collections cost. Messaging here has to be fast, compliant and auditable.
Key facts
- ✓Every commercial SMS in India must match a template registered on DLT under TRAI's TCCCPR regulations.
- ✓Transactional and service implicit messages, such as OTPs and debit alerts, are delivered to DND numbers 24×7.
- ✓RBI's directions on recovery practices limit recovery calls to borrowers to between 8 AM and 7 PM.
- ✓TRAI requires links and callback numbers inside SMS templates to be whitelisted on DLT.
- ✓On WhatsApp, OTPs use Meta's authentication template category, billed per delivered message.
The BFSI & Fintech messaging journey
- 1
Onboarding & KYC
Verify the customer's mobile number with an OTP during sign-up and e-KYC.
- 2
Transactions
Send OTPs for payments and debit/credit alerts within seconds of each transaction.
- 3
Repayments
Remind borrowers of EMI due dates by SMS or WhatsApp, then by voice call if unpaid.
- 4
Fraud alerts
Warn customers instantly about unusual activity, with a number to call back.
BFSI & Fintech use cases by moment
| When | Message | Channel |
|---|---|---|
| Account opening | OTP for mobile verification during e-KYC | SMS OTP → voice OTP fallback |
| Card or UPI payment | OTP to authorise the transaction | SMS OTP |
| Debit or credit | Alert with amount, balance and a number to report fraud | Transactional SMS |
| EMI due in 3 days | Reminder with amount, date and payment link | WhatsApp, then SMS |
| EMI overdue | Interactive call: press 1 to pay now, 2 to talk to an agent | Voice OBD |
| Policy renewal | Renewal notice with the policy document attached | WhatsApp utility template |
Which channel for what
Sample message templates
Examples in DLT format, where each {#var#} is filled in when the message is sent. Register your own wording on DLT before sending; we review templates during onboarding.
- {#var#} is your OTP to complete the payment of Rs {#var#} at {#var#}. Valid for 5 minutes. Do not share it with anyone. - {#var#} Bank
- Rs {#var#} debited from A/c XX{#var#} on {#var#}. Not you? Call {#var#} immediately. - {#var#} Bank
- Dear {#var#}, your EMI of Rs {#var#} for loan {#var#} is due on {#var#}. Pay now: {#var#} - {#var#} Finance
- Your policy {#var#} has been renewed. Download your policy document: {#var#} - {#var#} Insurance
Compliance for BFSI & Fintech
- Register your entity, 6-letter headers and every template on DLT before sending; OTP and alert templates go in the transactional or service implicit category.
- Keep reminder and collection calls within RBI's permitted hours and log every attempt so you can show what was sent and when.
- Customer data in messages falls under the Digital Personal Data Protection Act, 2023: send only what's needed, never full account or card numbers.
Metrics to track
- OTP delivery time, measured from API call to delivery receipt
- OTP conversion: share of codes sent that are entered correctly
- Fallback rate: how often a second channel was needed
- EMI collection rate after each reminder step
- Fraud alert response time
How to get started
- 1
Share your use case
Tell us which messages you send, on which channels, and your monthly volume.
- 2
Register on DLT
We help you register your entity, headers and templates; WhatsApp and RCS senders are set up in parallel.
- 3
Test
Send test messages from the panel or with sandbox API keys.
- 4
Go live
Start sending and track every message with live delivery reports.
BFSI & Fintech FAQs
Can OTP and transaction alerts reach DND numbers?
Yes. They are transactional or service implicit messages under DLT, so they are delivered to all numbers, 24×7, when the template is registered.
How should a bank handle OTP delays?
Send on priority transactional routes and add automatic fallback to voice OTP or WhatsApp if delivery isn't confirmed within a few seconds.
Can EMI reminders include a payment link?
Yes, as long as the URL is whitelisted against your DLT template. On WhatsApp, use an approved utility template with a button.
What is the difference between a transactional and a service implicit SMS for banks?
Under DLT, 'transactional' is reserved for OTPs that complete a banking transaction. Alerts such as debits, statements and EMI reminders are registered as service implicit. Both reach DND numbers.
Can an NBFC send loan offers by SMS?
Only as promotional SMS: on a promotional template with a numeric header, between 10 AM and 9 PM, and not to numbers that blocked promotions on DND.
Is WhatsApp allowed for banking alerts?
Yes, to customers who opted in, using Meta-approved utility or authentication templates. Many banks send alerts on both SMS and WhatsApp.
How do we stop OTP fraud on our app?
Limit OTP requests per number and device, expire codes in a few minutes, never put the code in a link, and tell customers in the message never to share it.
Can we send account statements over WhatsApp?
Yes, as a PDF in an approved utility template, ideally password-protected. Avoid sending full account numbers in the message text.