What is a WhatsApp Template?
A WhatsApp template also called a Highly Structured Message (HSM), is a pre-defined message that you can use multiple times to connect with your audience once they've opted-in to receive a message from you. Templates use variables or placeholders that are replaced with dynamic content according to your data.
For example, a WhatsApp message template will look like this:
Thank you for your query, {{1}}. Your order number {{2}} has been dispatched.
When this template is used to deliver a message to someone named Alec with order number #232, it will look like this:
Thank you for your query, Alec. Your order number #232 has been dispatched.
To maintain quality and avoid spam, WhatsApp reviews & approves each message template that you send. It takes less than 48hours to do that but most templates get approved within 2 minutes.
Once WhatsApp has approved your template, you can use it to communicate with your audience.
By the way, we have built a comprehensive resource of 100+ WhatsApp templates spanning occasions, use cases and industries. Check it out to get inspiration for your next WhatsApp marketing campaign!
Types of Templates That WhatsApp Allows
Earlier, only transactional messages could be templatized. But in Sept 2021, WhatsApp allowed promotional/non-transactional messages to be created as templates for businesses worldwide. However, all templates still go through a review and approval process.
Apart from promotional messages, your WhatsApp message templates must be in one of the following categories:
- Account Update: Updates or changes to customers' accounts.
- Alert Update: Urgent/important news to customers.
- Appointment Update: Confirmations, reminders, or other updates to customers about their appointments.
- Auto-Reply: Auto-replies to customers during non-working hours.
- Issue Resolution: Response to questions, concerns, or feedback from customers
- Payment Update: Message to customers about their payments.
- Personal Finance Update: Message to customers about their personal finances.
- Reservation Update: Confirmations, reminders, or other updates to customers about their reservations.
- Shipping Update: Shipping updates to customers about their orders.
- Ticket Update: Ticketing information or updates to customers.
- Transportation Update: Transportation information or updates to customers.
If you have a Whatsapp Business App & WhatsApp business API, you can create 250 templates by default. If you need more than 250 templates, you will have to contact WhatsApp stating your request & reason. They take 2-4 weeks to reply back and usually approve a higher limit of 1500 templates, solely at their discretion.
Why Do You Need WhatsApp Templates?
WhatsApp has a rule that if a person initiates a chat with you, you may continue that conversation via WhatsApp for up to 24 hours after the last message sent to you by that person. You can do this without any charge. It's called the 24-hour rule.
But outside of the 24-hour window, you can only send messages via approved Message Templates, for which WhatsApp & the platform you use to send this message charge a small fee.
So, basically, templates are your only way to re-engage with the customer outside the 24-hour window. And if you want to send a WhatsApp marketing broadcast message to all your subscribers, you have to use a template message.
Creating & Submitting WhatsApp Templates Using DelightChat
The first step in leveraging WhatsApp Templates is getting your brand's WhatsApp Business API setup. You can do it via the official WhatsApp website, but that process is perplexing and technically cumbersome.
Working with a WhatsApp Business solution provider (BSP) will help you set up your WhatsApp Business API faster and with less hassle on your part. With DelightChat, it only takes 1-2 weeks.
DelightChat helps with getting the API and provides you with a tool to manage your WhatsApp marketing (chatbots, canned-replies, shared inbox, analytics), including submitting templates for approval and using them to run campaigns.
Here's how you can create and submit a template for approval using DelightChat (if you haven't already, sign up here):
Step 1:
Open the DelightChat app and go to WhatsApp Marketing > Message Templates. Select the account for which you want to create the templates.
Step 2:
Click on the 'Create Message Template' button.
Step 3:
Fill in the details of your template. Check the preview to see if it looks good.
Once you are ready, click on the 'Apply for Template' button.
That's it. Now your template is created & submitted for approval. You can see the status under Message Templates.
We've written a detailed guide on applying for WhatsApp templates using DelightChat. The guide contains a video & step-by-step process explained using text and images.
25 Best Message Templates Examples (Transactional & Promotional)
Note: All the templates will have variable information inside curly brackets {{ }}. {{1}}, {{2}}, {{3}} etc., will be automatically replaced with the corresponding details from your database every time the message is sent.
Account updates
When a subscriber makes changes to their account, such as adding their photo, editing their password, or their email, you can send a message to inform them about these changes.
1.
Hello {{1}}, We've received your password change request. Please remember the new password next time when you log in. If you didn't make this change, please contact our customer support at help@companyname.com.
2.
Hello {{1}}, your account for {{2}} has been approved. You can now login with the details shared with you over email. If you are stuck anywhere, please reach out to us at {{3}}.
Alert updates
These templates can be used for general business information. For example, updates on shipping, delivery, or any delays.
3.
Hi {{1}}, welcome to [company name]! We've received your order successfully. To keep you updated about the delivery of your order, we'll be sending you messages via WhatsApp. If you have any queries, please contact support at [support email]. Happy to help you out.
4.
Hi {{1}}, this is to inform you that the demo scheduled for {{2}} on {{3}} has been canceled due to technical issues. We'll get in touch with you over the phone to reschedule it at the earliest. Sorry for the inconvenience.
Appointment updates
These are great to reduce no-shows or keep customers informed if there is any change in their appointment timing. It will reduce support tickets & frustration on the customer side.
5.
Hello {{1}}! You have an appointment scheduled with us n {{2}} at {{3}}. Please reach 10 minutes in advance to complete any formalities. We look forward to seeing you there.
6.
Hello {{1}}. Hope you are doing fine. You did not show up at your appointment on {{2}} at {{3}}.
Please contact us at number {{4}} to reschedule or reply back to this message. Thank you.
Auto-reply
Auto-reply templates are used to keep customers informed about your accessibility during non-working hours or holiday periods. This helps customers stay informed about why you are not responding.
7.
Thanks for your message! You've reached us outside of our working hours which are Mon-Fri, 9 am-7 pm. We'll get back to you within 24 hours. Meanwhile, you can check out our FAQs to help resolve your query.
8.
Hi {{1}}, thanks for contacting us. Our team of experts will reach out to you soon. Select the option below to schedule a call back with our expert or to explore our services. [Insert CTAs to schedule a call and explore services]
Issue resolution
Your app broke down? Or there was a glitch in your software? Use these issue resolution templates to inform customers when issues are resolved or keep them calm that their accounts haven't been affected.
9.
Hello {{1}}, We are currently experiencing a technical issue concerning {{2}}. You could possibly experience some downtime. Our team is working hard to resolve the issue. We'll keep you informed when it is fixed.
10.
When the issue has been fixed:
The {{1}} issue has been resolved and all services on the app are up and running. If you still experience problems, let us know. We are happy to offer you further support!
Payment update
Give your customers peace of mind by letting them know when you've received their payment. It also confirms that their order has been received. Hence, you build a more trustworthy brand and reduce support tickets.
11.
Hello {{1}}, We've received your payment for order {{2}}. We'll send you the tracking details in 24 hours and will ship your order for {{3}} as quickly as possible!
12.
Hi {{1}}. This is a gentle reminder you that your payment for {{2}}, worth {{3}} is due on {{4}}.
Personal finance update
If you are a financial institution (bank, fintech platform, or crypto exchange), you can use this template to keep your customers informed about their balance, upcoming deductions, or credit card bills.
13.
Hello {{1}}, Your balance for debit account number {{2}} is ${{3}}. Thank you for being our valued customer. To check your credit card bill, please visit {{4}}.
14.
Hello {{1}}. We have received your loan application of amount {{2}}. This is to inform you that we will be doing due diligence. Please reach out to us for any issues at {{3}}.
Note: WhatsApp does not just allow every financial institution to use the WhatsApp Business API. Read their terms and conditions to find out if your organization qualifies for Whatsapp Business.
Reservation update
This template is perfect for hospitality businesses (bars, restaurants). Use these to inform customers that their table or room is ready or if there is any change in the schedule.
15.
Hello {{1}}, Thank you for booking a table for {{2}} with us. Your dinner starts at {{3}}. If you want any changes to be made, please reply back or reach the reception telephone at {{4}}. See you!
16.
Hi {{1}}, Your stay at our hotel on {{2}} is confirmed. Check-in time is {{3}}. We wish you a pleasant stay.
Shipping update
Who doesn't love a message telling them where their order has reached and when it's due for delivery. So use this template message to inform customers about their order status.
17.
Hello! Your order has been shipped & is currently on its way to be delivered as quickly as possible. {{1}} will deliver your package to your address on {{2}}. Here's the tracking code {{3}}. Enjoy your new product!
Ticket updates
When a customer submits a ticket, they expect quick a reply but that's possible most of the time. So use this template to inform that about their ticket until a customer service rep gets back to them.
18.
Hi {{1}}, Thank you for reaching out to our customer support team. We've received your query and will get back to you within {{2}} hours.
Transportation update
If you run a transportation company, be it via land, water, or air, you can use this template to share the ticket, inform about pickup locations, any change in the timing or where customers can find their luggage.
19.
Hi {{1}}, Your trip to {{2}} is coming up. Your flight will depart at {{3}} from Terminal {{4}} of airport {{5}}. Please reach the airport 3 hours before departure to avoid any delays. Wish you a pleasant journey ahead.
20.
Hello {{1}}. Your {{1}} train from {{2}} to {{3}} is delayed by {{4}} minutes and is due to arrive at {{5}} at {{6}} on platform {{7}}. If you wish to reschedule, please write back here or call us at {{8}}.
Promotional message
Use these templates to send a promo code, run a sale or let your subscribers know about an upcoming event.
21.
With more than {{1}} units sold, our product {{2}} is one of our best-sellers and an ABSOLUTE favorite among our customers!
And that's why we want to give a chance to everyone to experience it. This month, we are giving 20% off on {{3}}. Apply the code {{4}} on checkout. No minimum order is required.
22.
Need to get beach-ready for summers? We are running a special sale on our collection of {{1}} & {{2}} for the next 24 hours. Use the promo code {{3}} to get your hands on the sassiest looking hats for your beach vacation. No string attached! Head over to the website to order now.
Product launch message
Hype up your new product with this template. Use it to send subscribers to your website, see their response and validate your new idea.
23.
It's finally here! Today, we launched the much-awaited {{1}}. You can get your hands on it for the next 24 hours at a special launch discount of 30%. Offers last till stocks last. Order here {{2}}.
Welcome message
Make a great first impression by welcoming your subscribers with a personalized message. Use the templates below.
24.
Hello {{1}}! Welcome to {{2}}. We are glad you chose us for {{3}}.
Let's connect on Instagram for some fun {{4}}. If you need anything, write to us as support@companyname.com
25.
Hi there! Thanks for subscribing to our newsletter on WhatsApp.
As promised, here's your {{1}} discount code to shop any item on the website -- {{2}}. No minimum purchase is required. This discount code is valid for the next {{3}} months.
Looking for more welcome message examples? We've compiled a collection of 10 best WhatsApp Business Greeting Message Examples.
Templates to overcome the 24-hour rule
As mentioned earlier, after 24 hours have passed without any communication from the customer, you can only re-engage with them with a template message and not a session message.
Here are 2 examples:
1.
Hi {{1}}. We received your message but it looks like you approached us outside of our working hours. Because of this, we could not respond in a timely fashion. Please respond to this message with a {{2}} and we will get back to you within 24 hours.
2.
Sorry! We were unable to answer your question on time. If you still want to hear from us, please respond with a thumbs-up 👍 to this message! Someone from the team will connect back with you within 2 hours.
DelightChat has a built-in feature to overcome the 24-hour rule to contact your customers using template messages.
Sending Broadcast Using Message Templates in DelightChat
DelightChat offers a complete WhatsApp marketing software to power your business needs. The following steps show you just how easy it is to create a promotional broadcast.
Step 1: Go to Broadcasts
Once you have your WhatsApp Message Template approved, open the DelightChat app & go to the WhatsApp Marketing > Broadcasts
Step 2: Create a New Broadcast
A new page will ask you to set the name of the campaign, which is for your internal reference only. Then, you will select a template from the dropdown under 'Select Message Template.'
Fill in all the fields such as image, button, etc. that are relevant for your campaign
Step 3: Schedule or Send Your Broadcast
Choose to Send your broadcast immediately or schedule it for a future date and time.
Once a broadcast is published, it goes into our messaging queue and starts getting sent according to schedule.
Here's a more detailed guide (with videos & images) on how to send promotional WhatsApp broadcasts message using Message Templates in DelightChat.
DelightChat: The Best Way To Engage Your Customers on WhatsApp
Using WhatsApp API with DelightChat enables you to take advantage of the following features & create an effective marketing strategy as well as provide great customer support via WhatsApp with ease.
Auto-Replies
You can set basic auto-responders in the WhatsApp Business App, like a greeting message when a customer messages you for the first time. Or an away message for outside of business hours.
Automated WhatsApp Notifications
Using WhatsApp API, you can set up and send automated notifications to your customers such as:
Shared Team Inbox for WhatsApp
Using DelightChat's shared inbox, you can:
- Manage conversations on the API number with a shared inbox for WhatsApp
- Track which team member is working on which conversations
- Ensure seamless ticket transition from one agent to the other by using private notes on chats
- Speed up responses to common queries with fast-reply templates
WhatsApp Broadcast
Using official WhatsApp API, and a platform like DelightChat, you can:
- Send WhatsApp broadcast messages to upto 100,000 people a day. These messages can be personalized using variables without typing out personal information for each of your recipients.
- Contacts don't have to save your number for you to send them a broadcast.
- Create multiple simultaneous logins for your team
- Schedule broadcast for a later point in time
175M people message a business account on WhatsApp every day. Are you part of those conversations or losing out to competition?
To get started, signup for a demo of DelightChat & we'll help set up your WhatsApp marketing campaigns.
