Confirming receipt of a client's documents on WhatsApp

WhatsApp category : Customer reply (24-hour window)

When to send this message

Within the hour after the client sends their documents, during office hours; the next morning if they arrive in the evening. The client has just written to you, so you are inside the 24-hour customer service window and this message goes free-form, with no template. It is one of the few messages in the journey that needs no Meta approval, as long as you do not let it wait.

The message does three things: it confirms what was received (item by item if the list was long), it flags anything missing or unreadable, and it states what happens next and by when. A bare "received, thanks" leaves the client unsure whether the file is complete.

In ORIS, the documents stay attached to the conversation in the shared inbox; the person confirming is not always the person who asked, which means reading the thread before replying.

Variants

Plain

Warm (item missing)

Short (mobile-first)

Formal (commercial)

Writing tips

• List what was received when the request had several items; the client knows there is nothing left to resend.
• If a document is unreadable, say exactly what is wrong ("right corner cut off", "date not legible") rather than "please redo the photo".
• State the next step and an indicative date: "submitted today, schedule before the …".
• Reply inside the 24-hour window; after that the confirmation needs a template and loses its natural tone.
• File the documents against the client record as you confirm, not later; that is the habit that stops you asking twice.

Common mistakes

• Replying "received" without checking legibility, then asking for the document again three days later.
• Letting 24 hours pass, for instance on documents sent on Friday evening; the window closes and the client starts to worry.
• Sending the client a copy of the documents back "for confirmation": needless circulation of personal information.
• Confirming the file as complete while something is still awaited from the insurer or a third party.

Frequently asked questions

Does this message need a Meta-approved template?

No, if you reply within 24 hours of the client sending the documents. It is a service reply inside the window their message opened. After 24 hours you would need a utility template.

Should I confirm each document separately?

When they arrive in several batches, yes, in a few words each time, then one summary message when the file is complete. When everything arrives at once, a single message listing the items is enough.

What happens to documents received on WhatsApp after processing?

They are filed in the brokerage's client record and kept for the retention period that applies to the policy; the WhatsApp thread is not the archive. On a shared or personal phone, delete them from the gallery once filed.