Platform / Messaging
Messages that report back, not broadcasts into the dark
SMS, WhatsApp, RCS and email run from the same flow as every other channel. Delivery, read and reply signals come back into the engine and decide the next step for that one borrower.
How it runs
Messaging end to end
The same shape on every account: the flow acts, the world answers, the account is written. Nothing depends on someone remembering.
- 1ComposeFrom a registered template in the borrower's language, with the amount and the link already in it.
- 2GateQuiet hours, frequency caps counted across channels, and opt-out state, all checked at dispatch.
- 3SendSMS, WhatsApp, RCS or email, through your own provider credentials.
- 4Hear backDelivered, read, replied, clicked, bounced. Four different states, not one.
- 5BranchEach signal resumes the parked flow on its own branch, including the silence.
A message that was read and not answered is a different next step from one that never arrived.
What it does
The working parts
Each part is a real record in the platform, not a feature on a slide. 4 of them make up messaging.
Four channels, one strategy
A flow node sends on the channel you chose; the borrower's response - or silence - picks the branch. No separate blast tool with its own logic.
DLT template binding
SMS templates are bound to TRAI DLT registrations. An unregistered template cannot be dispatched.
Signals feed the flow
Delivered, read, replied, bounced, opted out - each signal resumes the waiting flow at the branch you drew for it.
Per-channel cooldowns
Contact caps per channel and per day protect borrowers from pile-on and you from complaints.
- 4
- 5
- Cross-channel
SMS, WhatsApp, RCS and email on one record.
Delivered, read, replied, clicked, bounced.
Counted together, because the borrower experiences one relationship.
Controls and outputs
What you set, and what you get back
Every control is a setting in the admin app with an audit trail; every output is a record on the borrower, not a spreadsheet.
Settings are per tenant and per campaign, and every change is attributable. Outputs are written as the work happens, not assembled afterwards.
Part of one system
Messaging does not work alone
The signals it produces are read by the rest of the platform the same second. These two are the closest neighbours.
Flow builder
Draw the strategy once. The engine runs it a lakh times.
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Open AI voiceQuestions
Before a pilot on messaging
The questions a collections head or an infosec team asks first. Anything else, an engineer answers on the demo call.
Is DLT registration enforced?
An SMS template that is not bound to a registered DLT template ID cannot be dispatched. The same binding applies to WhatsApp templates and their approval state.
Can a borrower reply and reach a person?
Yes. Replies land on the borrower timeline and can route to a queue; a keyword or a sentiment can also pull the account into a human's list.
Whose messaging account is used?
Yours. Credentials for Helo.ai, SendGrid and WhatsApp Business sit encrypted in your tenant and never leave it. Costs land on your invoices at your negotiated rates.
Further reading
Notes that go deeper
Written for practitioners, ungated, and specific to Indian lending.
WhatsApp for collections in India: what works, and what it is not for
It has the reach nothing else in India has, and the highest chance of being read. It is also the channel where a badly designed sequence turns into a screenshot on social media.
ReadDLT registration for collections messaging, without the mystery
Most delivery failures on collections SMS in India are not network problems. They are registration problems, and they are entirely avoidable once somebody owns the template list.
ReadBring one delinquent cohort. We will run it.
A demo here is not a slideshow. Pick a segment of your book, watch a flow built for it, and hear an agent call a test number in your language.