In MENA, Southeast Asia and Latin America, clients expect to talk to their broker on WhatsApp. The risk is that those conversations happen on agents' personal phones, with no record, no oversight and no way to recover them when an agent leaves.
This checklist helps you move to a compliant WhatsApp setup without losing the speed clients love.
The risks of personal WhatsApp
- No audit trail: you can't prove what an agent promised a client.
- Data leaves with the agent: when they leave, so do your client relationships.
- Mis-selling risk: no way to review conversations for compliance.
- Account bans: bulk messages from personal numbers get flagged.
The compliance checklist
Setup
- ☐ Use the WhatsApp Business Platform (Cloud API) with a verified business number.
- ☐ Connect it to your CRM so every message is logged against the lead.
- ☐ Give agents access through the CRM inbox, not their personal phones.
Consent
- ☐ Collect opt-in on your forms ("I agree to be contacted on WhatsApp").
- ☐ Store the consent date and source on the lead.
- ☐ Honour opt-outs immediately and record them.
Messaging
- ☐ Use approved templates for first contact and messages outside the 24-hour window.
- ☐ Avoid guaranteed-return or "risk-free" language.
- ☐ Include risk warnings where your regulator requires them.
Oversight
- ☐ Managers can review any conversation.
- ☐ Keep message history for as long as your regulator requires.
- ☐ Spot-check a sample of conversations every week.
Security
- ☐ Role-based access: agents see only their own leads.
- ☐ MFA (multi-factor authentication) for CRM logins.
- ☐ Remove access the same day an agent leaves.
Templates that work
- Welcome: "Hi {name}, this is {agent} from {broker}. Thanks for your interest. When is a good time for a quick call?"
- KYC reminder: "Hi {name}, your account is almost ready. Just one document left to upload: {link}."
- Webinar invite: "Hi {name}, we're hosting a free gold-trading webinar on Thursday at 7pm. Want me to save you a seat?"
WhatsApp in Alphorix
Alphorix connects the WhatsApp Business Platform to a shared inbox. Every chat is logged on the lead, templates are managed centrally, and managers can review conversations, all with role-based access and audit logs.
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