Frequently Asked Questions

1. Who or what is Alisa?

Alisa is our first ever innovative WhatsApp banking chatbot that uses machine learning and cognitive computing technologies to provide you with various banking services and transaction capabilities. With Alisa, you don’t need to come to the branch. All you have to do is chat with Alisa on WhatsApp and do various banking services and transactions

2. What services are provided by Alisa WhatsApp Banking

Alisa will be providing any of the following services:

• Inter Account Transfers
• RTGS transfers
• Bill Payments
• Airtime purchase
• Account balance and Mini Statements enquiries
• Account opening

3. How can one start interacting with the bank on the channel?

To start chatting with Alisa, all one need to do is follow the following registration process:

Step 1: Save the chatbot number +230 525 20322  to your phone.

(Please note that you are supposed to use a WhatsApp account that is registered using the number that is on your account in the bank record i.e. the one which you use for SMS alerts, OTPs and mobile banking).

Step 2: Initiate a conversation with the Chatbot by sending “Hi”

Step 3: Select the country “Zimbabwe” from the available list of countries. A registration link will be sent on the chat.

Step 4: Choose account or Card number and enter the required details to validate your account.

Step 5: Create your Chat banking User ID and PIN.  These are the credentials that you will be using to log in going forward. Click submit.

Step 6: An OTP will be sent to your device. Input the OTP and submit. You will also have to select the secret question and set an answer.

At this point registration is complete and you will receive the following message:

“Congratulations, you have successfully registered for WhatsApp Banking in FCB- Zimbabwe. You can type Menu or Hi or transactions like Account Balance, Mini Statement, Transfer, Payment or Airtime”

4. Do I have to follow the same registration process if I am not an account holder?

 If you are not yet an account holder with First Capital Bank, Alisa will request you to open an Account. There will be no need for you to visit the branch. Account opening will be completed on WhatsApp.

To open a new account, you will need to initiate the process using a WhatsApp Account that is not using a number which is linked to an existing account. This means only new customers can open accounts on this channel.

You will need the following documents to open the account: ID copy (front and back), proof of residence, proof if income(optional) and a document with your signature.

After saving the chatbot number, please initiate the following steps.

Step 1: Initiate a conversation with the Chatbot by sending “Hi”

Step 2: Select the country “Zimbabwe” from the available list of countries. An account opening link will be sent on that chat.

Step 3: Click on the link and follow the account opening process. Please fill in the correct information and upload the relevant documents.

Step 4: click submit at the end to complete the process.

5. If I am outside the country, will I be able to access WhatsApp banking services?

Yes, you will be able to access WhatsApp banking being provided by Alisa. You will need to register first and Alisa will assist with your banking requirements.

6. Should I change my mobile number linked to my mobile banking or for OTPs, will I need to re-register again

Yes, you will need to re-register again and follow the same registration process.

7. Will I be charged for accessing or chatting with Alisa.

Chatting with Alisa is free. However, you may be charged for certain transactions that you may do, for example Bill Payments, RTGS Transfers and balance enquiry where normal charges will apply.