Business Platform
Banco Inter
Improving conversion rates by sending OTP authentication messages on WhatsApp
Brand
WhatsApp Business Solution Provider
The Brazilian digital bank added one-time passcode (OTP) authentication messages on WhatsApp as the primary OTP option for customers, resulting in an 8-point increase in new account verifications and a 10-point increase in password reset conversions compared to short message service (SMS).*
8-point
Increase in new account verification rates compared to SMS*
10-point
Increase in password reset rates compared to SMS*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Fully digital banking
Banco Inter is a large Brazilian bank that's fully digital. It offers customers a comprehensive range of financial services, including personal accounts, business accounts, loans, investments and insurance. The bank is committed to convenience and takes a digital-first approach, so it always looks for ways to use technology to improve the customer experience.
Their Goal
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More efficient authentication
When a customer opens a new account or forgets their password, Banco Inter requires that they confirm their telephone number via an OTP that is sent to their phone. The customer receives the code on their phone and enters it in the Banco Inter app to confirm their number and either verify their request to open a new account or reset their password. Banco Inter previously sent OTP messages only by SMS, but was looking for an alternative that was more effective and cost-efficient.
“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
Their Solution
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Making WhatsApp the primary OTP option
Banco Inter partnered with Meta Business Partner Twilio to add OTP on WhatsApp as the primary OTP authentication for customers who had forgotten their password or opened a new account. SMS was only available as an option if customers needed their codes to be re-sent.
Their Success
Higher rates than SMS
The team reported that OTP on WhatsApp delivered higher new account verification and password reset rates than SMS during a one-month period (May 2025). The team attributed the improved performance to WhatsApp’s high usage among mobile customers in Brazil, among other factors:
- 8-point increase in new account verification rates compared to SMS*
- 10-point increase in password reset rates compared to SMS*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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