What did Banco Inter report for WhatsApp OTP vs SMS?
Brazil's digital bank Banco Inter made WhatsApp the primary OTP channel (Twilio as BSP). In May 2025 it reported an 8-point lift in new-account verification and a 10-point lift in password-reset conversion versus SMS. Self-reported — here is the pattern for Cloud API on Ominiflow. An 8-point increase in new account verification rates and a 10-point increase in password-reset conversions versus SMS, measured over one month in May 2025. WhatsApp for Business publishes the story; results are self-reported and not identifiably repeatable. Banco Inter is not an Ominiflow customer.
Last updated: 30 August 2026
Banco Inter made WhatsApp the primary one-time passcode (OTP) channel for new-account verification and password resets. Against SMS, the Brazilian digital bank reported an 8-point increase in new account verification rates and a 10-point increase in password-reset conversions in a one-month window (May 2025). Meta's partner on the story is Twilio. Banco Inter is not an Ominiflow customer.
Those figures are self-reported and not identifiably repeatable — Meta prints that disclaimer on the page. Treat them as industry proof that Authentication templates can beat SMS on conversion, not as a number you paste into an Indian board deck as yours. India cost and delivery math lives in WhatsApp vs SMS for OTP. The 119-story pattern library: official success stories.
Primary: Banco Inter | WhatsApp for Business. Results self-reported by Banco Inter / Twilio; individual results differ. May 2025 measurement window.
+8 pts
new account verification rate vs SMS (May 2025, self-reported)
+10 pts
password reset conversion vs SMS (same window, self-reported)
WA first
WhatsApp as primary OTP; SMS only if the customer needed the code re-sent
Too long? Start here
- Who: Banco Inter — large fully digital Brazilian bank (accounts, loans, investments, insurance)
- Job: confirm the phone number with an OTP when someone opens an account or resets a password
- Change: WhatsApp Authentication as the default; SMS kept as resend, not the first hop
- Why they said it worked: high WhatsApp usage among Brazilian mobile customers, plus a more seamless in-app confirm
- On Ominiflow: same Authentication templates, copy-code button, SMS fallback — Meta fees at cost. Product: WhatsApp OTP
The story Meta published
Inter is digital-first. Opening an account or recovering a password already required a phone OTP: code arrives, customer types it into the Inter app. That used to be SMS-only. The bank wanted something more effective and cheaper than resending SMS forever.
Sending OTP messages is crucial for Banco Inter's business, as we use them for important functions such as password recovery and opening new accounts. Once we added OTP on WhatsApp, we noticed a large increase in conversions. The more seamless process of OTP is extremely important, as it directly impacts the customer's experience, and it also has a direct impact on the bank's growth through the opening of new accounts.
Priscila Salles, Chief Customer Officer, Banco Inter — quoted on WhatsApp for Business
The operating choice that matters: WhatsApp first, SMS if they tap resend. Dual-sending both channels at T+0 is the opposite pattern — you pay twice and risk two different codes. That is also the production default we recommend for Indian smartphone apps in the vs-SMS guide.
Primary channel, not a side option
Inter did not hide WhatsApp behind a "try another method" link. New account and forgot-password both defaulted to WhatsApp. SMS stayed for people who still needed a resend. That is how you actually measure a conversion lift against SMS instead of a tiny opt-in cohort.
Authentication templates, not a chat blast
OTP is the Authentication conversation category — code, optional expiry, copy button on supported clients. No offer, no URL dump, no marketing footer. Setup: send OTP on WhatsApp.
They named the BSP
Twilio implemented Cloud API for Inter. The lift is a WhatsApp Authentication result, not a Twilio-only trick. Indian NBFCs and fintechs can run the same category on Ominiflow (official Cloud API, IST support, Meta at cost) without standing up a second CPaaS stack. Comparison: Ominiflow vs Twilio.
What this is not
- Not an Ominiflow case study. Inter's partner on the Meta page is Twilio
- Not a guaranteed +8 / +10 for your login screen. Meta says results are not identifiably repeatable
- Not a reason to drop SMS. Inter kept SMS for resend. Feature phones and no-data users still need it
- Not a Marketing template. Mixing a promo into an OTP is how Authentication gets paused
Ominiflow finance deployments (India, Jan–Jun 2026, 14 accounts) recorded 99% WhatsApp OTP delivery vs 92–94% SMS and 87% of WhatsApp OTPs read within 30 seconds vs 61% SMS. That is our cohort, labelled as such — not Inter's May 2025 window. Full table: finance benchmark.
How this maps to Ominiflow
Approve an Authentication template (code + expiry). Call the send API from signup and password-reset. Copy-code button where the client supports it. If the webhook does not show delivered in ~8–15 seconds, fire the same code on transactional SMS — do not generate a second code. India Authentication is ₹0.115 per 24-hour conversation, passed at cost. Typical Cloud API go-live is 5-7 business days with complete Business Manager documents. Product landing: WhatsApp OTP.
Copy the sequence, not the headline
- Make WhatsApp the default OTP on smartphone flows (signup, login, reset)
- Keep SMS as resend / no-WhatsApp / no-data fallback — one code, two channels
- Measure completed verification and completed reset, not "messages sent"
- Keep Authentication copy sterile; put KYC docs and EMI reminders on Utility
That sequence is also stage one of Meta × BCG's lifecycle finding: authentication in the same thread as later support and marketing — orchestration playbook. Industry page: WhatsApp API for finance.
WhatsApp vs SMS (India) · Send OTP guide · OTP template copy · Book a demo
FAQ
What did Banco Inter report for WhatsApp OTP vs SMS? expand_more
An 8-point increase in new account verification rates and a 10-point increase in password-reset conversions versus SMS, measured over one month in May 2025. WhatsApp for Business publishes the story; results are self-reported and not identifiably repeatable. Banco Inter is not an Ominiflow customer.
Did Banco Inter turn off SMS? expand_more
No. WhatsApp became the primary OTP. SMS stayed available when customers needed the code re-sent.
Which BSP did Banco Inter use? expand_more
Twilio, named on the WhatsApp for Business success story. The Authentication category is the same on any official Cloud API provider, including Ominiflow.
Does this apply to Indian banks and fintechs? expand_more
The conversion lift is Brazil, May 2025. The pattern — WhatsApp-first Authentication, SMS fallback — is what we run for Indian smartphone apps. India Authentication is ₹0.115 per conversation at Meta's rate (passed at cost). Feature-phone and no-data users stay SMS-first.
How do I send WhatsApp OTP on Ominiflow? expand_more
Connect Cloud API, submit an Authentication template, send from your signup/reset API, and fall back to SMS on failed delivery. Meta fees at cost. Typical go-live is 5-7 business days with complete documents. See the OTP product page and send-OTP guide.
