Welcome & Activation Agent AI

Invoked when: loan disbursement is confirmed in the LOS — welcome sequence initiated within 1 hour of disbursement confirmation

• –Dispatches a 7-step welcome sequence over the 7 days following disbursement — each message serving a specific relationship-building purpose: Day 1 (disbursement confirmation and warm welcome with loan summary — amount disbursed, EMI amount, first EMI date), Day 2 (how to use the LendingIQ app — the features that make the loan management experience easier), Day 3 (repayment FAQ — the most common questions borrowers have in the first week, answered proactively), Day 4 (app activation nudge if the app has not yet been activated — with a specific feature benefit relevant to the borrower's loan type), Day 5 (borrower benefit message — a useful financial tip related to the loan purpose), Day 6 (relationship manager introduction if the borrower is in the RM-served segment, or a support contact reference), Day 7 (first EMI readiness — how to make the payment, the due date, and what to do if there is a problem). Each message is pre-approved; the agent selects and dispatches, it does not generate new content.
• –Personalises the sequence for the borrower's loan type and channel — a home loan welcome sequence addresses home ownership milestones and the long repayment journey; an MSME working capital loan sequence addresses cash flow management and the seasonal drawdown features of the facility; a personal loan sequence addresses the specific use case stated in the application (travel, education, home improvement) where the borrower has disclosed it. Channel personalisation matches the borrower's most-engaged communication channel from the application journey — a borrower who consistently responded on WhatsApp receives the sequence on WhatsApp.
• –Measures engagement at each step — open rates for email, delivery and read rates for WhatsApp, link click rates for messages with embedded links. A borrower who has not engaged with the first two messages receives a channel-switch on Day 3 (if the primary channel is email and the borrower is not opening emails, Day 3 switches to WhatsApp). Unresponsive borrowers after Day 4 are flagged to the Customer Insights Agent AI as a potential activation risk.

Invoked when: the app platform reports that the borrower has not completed their first login by Day 3 post-disbursement

• –Detects app activation status from the mobile app platform — a borrower who has installed the app but not yet logged in is a partial activation; a borrower who has not installed the app at all is a non-activation. The nudge sequences are different: an installed-but-not-logged-in borrower receives a nudge focused on the login benefit ("see your loan balance and payment schedule"); a not-installed borrower receives a nudge focused on the download motivation ("manage your loan, track payments, and get your statement — all from the app").
• –Sends up to 3 app activation nudges between Days 3 and 5 — one per day, in the borrower's preferred channel. The nudge messages are short and feature-specific — not generic "download our app" messages but specific capability prompts: "Your first EMI is due on [date]. Set up auto-pay in the app and never miss a payment." A specific, loan-relevant feature benefit is more effective at driving activation than a generic app quality claim.
• –Stops the activation nudge sequence when the app is activated — detecting the first login event from the app platform and ending the nudge sequence immediately. A borrower who activates the app on Day 2 does not receive the Day 3, 4, and 5 nudges; continued nudging after activation would be perceived as spam rather than helpful guidance.

Invoked on Day 7 of the welcome sequence — the first EMI readiness message is dispatched regardless of whether the first EMI due date is also 7 days away

• –Dispatches the first EMI readiness message on Day 7 of the welcome sequence — covering the four elements that a borrower needs to make their first payment confidently: the exact amount due, the due date, the payment methods available (UPI, NEFT, auto-debit, in-app payment), and the contact to call if there is a problem. The message is formatted for the borrower's channel — email messages include a payment link; WhatsApp messages include a QR code or UPI ID; SMS messages include the essential information in 160 characters with a call-back number.
• –Prompts auto-debit setup for borrowers who have not yet enrolled — presenting the auto-debit setup step as the simplest way to ensure the payment is made without the borrower needing to remember the due date each month. Auto-debit enrolment within the first EMI period is the highest-leverage activation action for long-term repayment performance; a borrower who sets up auto-debit before their first EMI is significantly more likely to maintain on-time payments across the loan tenure than one who pays manually.
• –Confirms first EMI readiness — where the borrower responds to the readiness message with a payment confirmation, auto-debit setup confirmation, or an acknowledgment, the agent records the confirmation and passes it to the Customer Insights Agent AI as a positive activation signal. Borrowers who do not acknowledge the readiness message by the due date are passed to the Lifecycle Campaign Manager AI for the standard EMI reminder sequence.