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There are many ways to use WhatsApp Business to communicate with your customers. Using WhatsApp Business message templates make your life easier and create a professional, engaging experience every time.
A WhatsApp Business message template is the most efficient way to communicate with customers via WhatsApp. Templates enable you to use message content repeatedly once users have opted-in to receive text messages from you.
Creating WhatsApp Business message templates makes responding to messages faster. WhatsApp Business templates, or Highly Structured Messages (HSM), can personalize information sent to the customer, streamlining customer service efforts automatically.
WhatsApp Business greeting message templates can help you:
Generate brand loyalty
Decrease response time
Improve customer experience
Increase customer engagement
Respond to customers outside business hours
Generate business leads
Before we dive into message template examples, let’s clarify the types of WhatsApp Business messages that you can send.
“Customer-generated messages” are messages in which a customer has initiated a text to your business via WhatsApp. When a customer reaches out to your business via a WhatsApp text, the Customer Care Window opens. The Customer Care Window is a 24-hour period in which you can exchange with a customer without prior opt-in authorization.
Within these 24 hours, you can send both Session Messages and Message Templates.
You can send Session Messages in reaction to messages you receive, like any chat text sent through WhatsApp. Session Messages can only be sent within the Customer Care Window.
You can send Message Templates both inside and outside the Customer Care Window. These messages can be used to send text notifications as long as the customer has opted-in to receive communications from you.
You can create your own templates or use existing message templates. However, original message templates must be approved by WhatsApp Business and your solution provider first. This extra step prevents customers from being spammed and maintains the standards set by WhatsApp as a high-value communication channel between consumers and businesses.
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Want to learn more about the customer care window? Read WhatsApp Business API - What is a Customer Care Window?
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If you wish to communicate with your customers outside the Customer Care Window, you may only send Message Templates.
A greeting message template may consist of text, emojis, or WhatsApp-specific formatting and contain up to 1024 characters. To customize the message, you can use numbered placeholders inside double curly brackets {{x}} that correspond to personalized fields. For example:
Hello {{1}}, thanks for your order! We will let you know when your order is ready to be shipped. You can track your order with number {{2}} here {{3}}. Enjoy your day!
WhatsApp Business is a channel to send useful information and provide customer support. Therefore, sending advertising, marketing, and promotional messages is prohibited and can result in the disapproval or suspension of message templates with such information included.
WhatsApp message templates must fall into one of the following categories. If your template does not fit into one of these template types, it is more likely to be rejected by WhatsApp:
Account Update
Alert Update
Appointment Update
Auto-Reply
Issue Resolution
Payment Update
Personal Finance Update
Reservation Update
Shipping Update
Ticket Update
Here are some examples of WhatsApp Business message templates:
1. Account Update
Account updates enable you to inform customers about changes to their account settings.
Here’s an account update example for an ecommerce/retail business:
Hello {{1}} !
Welcome to our services at Your Company Name Retail. In the next 24 hours you will be notified about the status of your Smart Devices.
Starttime: {{2}}
2. Alert Update
Use alert updates to notify customers about changes to products or services ordered.
Here’s an alert update example for a recruitment message:
Hi {{1}},
We may have work for you that matches your availability requirements. Are you still available? Please let us know.
Sincerely,
{{2}} of {{3}}.
Most businesses find that appointment updates and reminders are one of their most valuable business tools. Here’s an appointment update example for general use:
Hello {{1}}, this is an appointment reminder for your upcoming visit.
DATE: {{2}}
TIME: {{3}}
1234 Main Street, Suite E
Please remember to bring a valid Driver’s License or photo ID.
For changes or cancellations, please call us at {{4}}. Thank you very much!
4. Auto-Reply
Never miss a customer text! Use a WhatsApp business greeting message template that’s ideal for weekends, holidays, or other business closures:
Hello {{1}},
Thank you for contacting us. We will respond to your message within 24 hours. We look forward to speaking with you!
5. Issue Resolution
Resolve customer issues and inquiries fast with issue resolution templates:
I’ve done some research based on our last conversation, and I have found an answer to your question. The product costs {{1}} and is available at {{2}}.
If you want to continue with our conversation, please respond with ‘yes.’
6. Payment Update
Send simple payment confirmations to put your customers’ minds at ease:
Hello {{1}},
We received your payment totalling {{2}} on {{3}}. Thank you very much!
7. Personal Finance Update
Respond to account balance questions with a personal finance update template:
Hi {{1}},
The balance on your account is currently {{2}}. Type ‘HELP’ if you have any questions.
Your Company Name
8. Reservation Update
Forgotten reservations can affect your bottom line. Whether you own a restaurant, hotel, or other reservation-based business, reservation templates are lifesavers:
Hi {{1}},
This is confirmation that {{4}} has paid {{6}} for reservations and will be checking in on {{5}}. Please click here to confirm: {{2}}
Your Company Name
9. Shipping Update
Customers love to know where their packages are. Use shipping updates to keep them in the loop:
Dear {{1}}
Thanks for your order. Your order has been shipped. Your tracking number is {{2}}. Enjoy your purchase.
10. Ticket Update
Whether you’re confirming tickets are sending e-tickets, use ticket updates to build excitement for your event:
Hi {{1}}!
Please show this ticket at the main entrance of {{2}} to see {{3}} in concert on {{4}}.
See you at the show!
To register your own message templates, you must provide a template name and template tag.
Template name: A unique name to identify the template’s business use case. The name must be spelled in lowercase letters and without spaces. (underscore is allowed). Example: order_confirmation.
WhatsApp advises businesses to use descriptive words for new templates rather than random ones like “message_12345.” This speeds up the approval process and helps you manage the templates you create.
Template type: Select the type of message from the pre-defined set listed in the above section.
Want to start using WhatsApp Business messaging to enrich your customer service and support efforts? CM.com can make using WhatsApp Business templates quick and easy.
WhatsApp Business provides a world-class customer experience with secure, rich conversations. Get started joining the one billion people worldwide who use WhatsApp every day.
Get access to WhatsApp Business via our WhatsApp API, Mobile Marketing Cloud, or Mobile Service Cloud.
Grow your business with CM.com and WhatsApp today
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