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KYC Drop-off Reminders

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When to use this workflow

    Users start verification and abandon it halfway. A document upload or selfie step trips them up and they never come back.

    A stuck user ignores another "finish your verification". The same generic nudge does nothing to move someone who has already hit a problem.

    Reminders keep going after the user is verified. Someone who finished KYC still gets chased to complete it.

    Without KYC, the user cannot transact and churns silently. An unverified account quietly goes nowhere with no one nudging it along.

How it works

1

Verification begins

When a user starts KYC (KYC_STARTED), the workflow waits for them to finish.

TriggerWait Until
2

A nudge tuned to where they stopped

If they have not finished in a day, it fetches the step they are stuck on and nudges them past it.

Wait UntilFetchSmart Channel Routing
3

Two more step-aware nudges

If still incomplete, two more reminders follow, each reflecting the current step.

Wait UntilFetchSmart Channel Routing
4

Finishing KYC ends it

Completing verification (KYC_COMPLETED) stops the reminders.

Wait UntilExit

Best practices

    Point each nudge at the step they stopped on, and link straight to it

    A user stuck on document upload needs that step, not a generic "finish KYC". The Fetch reads their current step, so name it and deep-link to it: "one step left, add your ID".

    Name what verifying unlocks, not just "complete KYC"

    "Verify to start withdrawing" beats "complete your verification". Tie finishing to what it actually lets the user do.

    Make the step that stops most people easier, not just nudge it

    Most drop-offs happen at the document or selfie step. If users keep dropping at that step, make it easier to clear, like capturing on their phone or a clearer retry, rather than sending the same nudge again.

Common mistakes to avoid

    Saying "almost done" when the document was actually rejected

    A rejected document is not the same as an unfinished step. Read the real state so a rejection asks for a fresh upload, not "you're almost done", which reads as broken to someone who already tried.

    Letting a user who cannot self-finish drop after the last nudge

    Some users cannot finish on their own, like a document that keeps failing or an ID you do not support. After the final nudge, route those users to support or manual review instead of letting them go, so a fixable block does not cost you the account.

    Firing the first nudge too soon

    Verification takes real effort, so a reminder hours after starting treats a paused user as a dropout. Give them a day before the first nudge.

What users receive

The actual notifications this workflow sends, on each channel.

Final Reminder KYC

Email
Final Reminder KYC — Email
SMS
Final Reminder KYC — SMS
Android push
Final Reminder KYC — Android push

What good looks like

Primary signal Verified

More users finish verification

More users complete KYC when each nudge points them at the exact step they stopped on, compared with a generic reminder.

Fatigue signal Still stuck

Nudges go out but verification does not rise

When the nudges keep sending and completions do not move, the block is the verification step itself, not awareness, so the fix is easing that step rather than sending more reminders.

Support

Frequently Asked Questions

Quick answers about setting up and running this workflow.

A Fetch reads the user's current KYC state before each reminder, so the message speaks to the step they are actually on.

Completing verification (KYC_COMPLETED) stops the rest of the sequence at any stage, through the Wait Until.

Email, SMS, and mobile push, sent by Smart Channel Routing so the nudge reaches the user wherever they paused.

This recovers a user who started but did not finish, with no fixed deadline. KYC Deadline Reminders counts down to a hard cutoff the user has to meet.

Fire KYC_STARTED, then KYC_COMPLETED with the same kyc_id to confirm the stop. Shorten the Wait Until delays to see all three nudges, from the Test button, the SuprSend Agent, or the API, CLI, or MCP.

Ship KYC Drop-off Reminders in under 5 minutes.

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