Lending & subscriptions

Borrower messaging and calls for banks, NBFCs and lenders

Send OTPs and EMI alerts, follow up on bounces politely and answer borrower calls, with a clean record of every contact.

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Borrower messaging and calls for banks, NBFCs and lenders

Which messaging channels should an NBFC or lender use?

Most lenders use SMS for OTPs, disbursal and EMI alerts that must reach every borrower, WhatsApp for statements, due reminders with UPI links and KYC documents, an IVR for inbound loan queries, and AI Voice for early EMI and bounce follow-up calls made only between 8 am and 7 pm. Every contact is logged with delivery and call reports.

Updated 15 Nov 2026

Key facts: messaging and calls for banks, NBFCs and lenders

Start with: Bulk SMS (OTPs and EMI alerts)
Channel mix: Bulk SMS, WhatsApp Business API, AI Voice, IVR, Missed call service, Voice broadcast
AI calling: AI calling agent for banks, NBFCs and lenders
One account: Shared contacts, delivery reports and webhooks across every channel
Integration: REST API and webhooks into any CRM or app that can call an API. API and webhooks
Pricing model: Prepaid credits quoted by volume, GST extra; WhatsApp at Meta's rate by category plus a platform fee. How pricing works

Which channels work best for banks, NBFCs and lenders?

Ranked by how much each channel helps a typical lender. Any collection contact, by person or machine, stays within RBI's 8 am to 7 pm window and a respectful, fair-practice tone.

OTPs and EMI alerts

Bulk SMSLogin and e-sign OTPs, disbursal confirmations and EMI debit alerts on DLT service templates reach every borrower, even on basic phones.Bulk SMS for banks, NBFCs and lenders

Dues and documents

WhatsApp Business APIDue reminders with a UPI link, loan statements as PDFs and KYC document collection in a chat the borrower already uses.WhatsApp Business API for banks, NBFCs and lenders

Early-stage collections

AI VoiceCalls before the EMI date and after a NACH bounce in the borrower's language, follows an approved script and records a promise-to-pay date.AI Voice for banks, NBFCs and lenders

Borrower helpline

IVRCallers request a statement or foreclosure letter, or reach loans, collections or grievance teams, with every call recorded for audit.IVR for banks, NBFCs and lenders

Loan enquiries

Missed call serviceA missed call from an ad or branch poster returns an eligibility link and queues a callback for your sales officers.Missed call service for banks, NBFCs and lenders

Pre-due calls and notices

Voice broadcastPre-due EMI calls and a single, neutral bounce notice with press 1 if paid or 2 for a callback, plus centre meeting and branch notices; not for repeated chasing of overdue accounts.Voice broadcast for banks, NBFCs and lenders

How do the channels work together for banks, NBFCs and lenders?

ApplicationOTP and e-sign by SMSThe applicant verifies their number and signs the agreement with SMS OTPs, and the disbursal confirmation follows by SMS.
5 days before EMIWhatsApp reminderThe EMI amount, debit date and a UPI link arrive on WhatsApp, with an SMS copy for borrowers who are not on WhatsApp.
After a NACH bounceAI Voice callNext day, between 8 am and 7 pm, an AI agent explains the bounce politely, answers basic questions and records a promise-to-pay date.
Any timeIVR helplineThe borrower calls one number to request a statement or foreclosure quote, or to speak to an officer about a dispute.

What does each channel do for banks, NBFCs and lenders?

SMS for banks, NBFCs and lenders

Sanction and disbursal confirmation
Pre-EMI due reminder
NACH or cheque bounce alert

WhatsApp for banks, NBFCs and lenders

Pre-due EMI reminder
Bounce notice with a pay link
Document collection for applications

RCS for banks, NBFCs and lenders

EMI due card with Pay now
Pending KYC and document requests
Disbursal and sanction confirmation

IVR for banks, NBFCs and lenders

Borrower service menu
Grievance escalation line
Recorded service and collection calls

Voice broadcast for banks, NBFCs and lenders

Pre-due EMI reminder
NACH or auto-debit bounce notice
Gold loan renewal and interest due

Missed call for banks, NBFCs and lenders

EMI and outstanding enquiry
Loan enquiry from ads
Callback by a loan officer

Step-by-step guides for banks, NBFCs and lenders

Use-case guides with templates, set-up steps and metrics that fit this industry.

Questions about messaging for banks, NBFCs and lenders

What are the permitted hours for loan recovery calls in India?

Under RBI's fair practices and recovery agent guidelines, borrowers should be called only between 8 am and 7 pm, unless the borrower has asked otherwise. This applies to staff, outsourced agencies, AI calls and voice broadcasts made for the lender, so schedule every collection campaign inside that window and avoid repeated calls in a day.

Can an NBFC send EMI reminders on WhatsApp?

Yes, once the borrower has opted in, usually at onboarding. EMI reminders and statements go as utility templates, which under Meta's current pricing are charged per delivered message even inside the 24-hour window. Many lenders send WhatsApp first and SMS to borrowers who do not use WhatsApp or did not receive it.

Which DLT category should loan SMS use?

Banks send OTPs on the transactional category; NBFCs and lending apps register OTPs as service implicit, and EMI due alerts, bounce notices and disbursal messages are service implicit because they concern an existing loan. Pre-approved and top-up offers are promotional, so they need a numeric header, go out only from 10 am to 9 pm and do not reach DND numbers.

Is AI calling allowed for collections under RBI rules?

There is no blanket ban, but RBI holds the lender responsible for any agent it uses, human or automated. Identify the lender, keep the script polite and free of threats, call only between 8 am and 7 pm, record calls and give borrowers a way to reach a person. Have your compliance team approve the script first.

Should a lender use voice broadcast for overdue accounts?

Only for the first, neutral contact. A pre-due call or one bounce notice that names the lender and offers press 1 if paid or press 2 for a callback works well for borrowers who do not read texts. Repeated recorded calls to overdue borrowers feel like pressure; move them to a conversational AI or human call within RBI's hours.

Can these channels connect to our loan management system?

Yes. Every MsgClub channel has an API to send messages or start calls, and webhooks post delivery, read, keypress and call outcomes back. Any loan management system or collection CRM that can call an API or receive a webhook can trigger reminders and store results against each loan account.