Automatic messages or templates for WhatsApp Business are an excellent option to serve our customers quickly and easily. This does not mean that we stop talking to them, but they will simply be followed up more quickly and will adapt to their needs.
So, if a person writes directly to the WhatsApp contact of a company and it has the templates activated, the person who will intervene can choose from all these automatic messages to reply to the customer in the best possible way, saving time and effort. In fact, sometimes it is very difficult to structure or develop messages when we talk to a customer and this is where the predefined templates come into play in order to improve our work, response times and their quality.
That is why today we are introducing you 17 templates that can help you improve response times and service quality in the WhatsApp Business API.
These templates that we will share with you can be modified to your liking. Adapt them to your business and use them however you like. We will also share a very interesting tool capable of improving customer service.
WhatsApp API message templates are messages that we write with a default setting and that can be used to send a message on WhatsApp to a customer who has not previously contacted your company or who has not responded to a chat in the last 24 hours since his last reply.
It is important to note that once the contact writes the first message to your company, you can respond as you wish during the first 24 hours.
After 24 hours from the last customer message, a message template must be used, which has to be approved in advance by WhatsApp.
Important: Templates must always contain a variable; in our case we recommend that the variable is the name of the agent configurable from “My profile within the Callbell account”. At the same time, you can choose to use the variable (the variable has no word limit) in order to enter any other necessary information to communicate to your customers.
Important: WhatsApp generally approves of very simple templates like this: Hi, {{1}}, thank you. This means that, in general, you can use this template to write to customers with all the flexibility you need.
The way the WhatsApp Business API message templates work is very simple. Before explaining everything, it is very important to understand that WhatsApp has a communication rule for companies that we will explain below:
WhatsApp does not allow companies to speak freely with their customers to avoid the spam that companies can impose on its customers. This is why there are message templates: in a nutshell these templates, after being approved by WhatsApp, are used by a company to start a conversation on WhatsApp with its customer.
The mode of operation is simple and there are some use cases that we will explain in this article so that you can better understand how these models work:
1) When the company wants to communicate with the customer.
If a company wants to communicate with a customer and this wants to write the first message, you must use a WhatsApp Business API template suitable for opening the conversation. Once this template is sent, as soon as the customer replies, the company can freely write the messages it wants to that customer.
2) When the customer communicates first, but 24 hours pass after his last message.
In this second case, the customer writes first. When this happens, the company can always write freely but, in the event that 24 hours have passed since the last message from the customer, if the company wants to write to you again, it must send a message template to reopen the conversation.
Here are 17 templates to use in the WhatsApp Business API. These templates are editable, but please note that not all templates are accepted and approved by WhatsApp. So, watch out for the changes.
Note that for all these templates we will always have an editable variable. This means that within this variable we can write whatever we want depending on the case.
Support Templates
a) Simple and friendly
Hi {{1}}, thank you very much for contacting us!
Let me know what your question or problem is and we will contact you immediately.
A hug! 🙂
b) Formal and concise
Hello {{1}}, thank you for contacting us.
We know your time is valuable, which is why we want to provide you with the best and fastest service, as we can at help you?
Models for sales
a) About an order.
Hi, we are writing to you with your inquiry {{1}}, please let us know if we can help you with anything else.
A hug!
b) Upon receipt of payment.
{{1}} Thank you for making the payment! We have already checked the information. Your order will be shipped within 24 hours.
For any questions or concerns, feel free to contact us! A hug.
c) To recontact an interested lead.
Hi, {{1}} how are you?
We are writing to you from (company name). We would like to understand if you are still interested in our services. Maybe we could have a little chat so I explain in a concise way how we can help you with your business 🙂
A warm greeting!
Models for monitoring
a) Hi {{1}}), we noticed that you haven’t contacted us for a long time. Are you still interested in our service?
We hope we can talk about how we can help you with your business. Remember we are always here to answer your questions.
Greetings!
b) {{1}}, We at (company name) miss you very much 🙁
We are not sure if we have solved all the problems or if the information given to you was sufficient. We would like to know if we can do something else for you or if you still have doubts.
Do you want to talk a little bit?
c) Oops {{1}}! We haven’t talked to each other in a while.
Still have doubts about our product / service, we would like to know if we can talk a little so as to help you with anything you need.
d) We haven’t heard from you for a long time!
I see that you were interested in {{1}} and we would like to know if we can help you with some more information or perhaps by calling you to answer your questions. Let me know what you need 🙂
Models with quick responses
a) Hello! My name is {{1}}. How can I help you today?
b) Our opening hours are from {{1}}. We hope to see you soon!
c) We are currently experiencing some technical problems with {{1}}. Our team is working hard to get everything back to normal as soon as possible.
Sorry for the inconvenience!
d) We are very happy to cooperate with you! {{1}} 😊 Is there anything else we can do for you today?
e) Not at all, {{1}}! Please let me know if you have any other questions.
Call to action templates
a) Hello!
Do you remember us? We have seen that you are very interested in {{1}} and for this reason we have prepared a terrific discount for you. Enter the following link to find out: (www.yourwebsite.com)
b) How are you?
We noticed that you have not completed the purchase of {{1}}. We have reserved your products for a period of 24 hours, hurry up before someone else buys them. Get a 10% discount now.
c) Hi, how are you?
We have noticed that you have entered our website and perhaps you may be interested in our {{1}} service. You will surely want to know more, so I invite you to register by clicking on the following link and find out everything we have reserved for you.
As we said earlier, WhatsApp templates are very important for communicating with customers. In this sense Callbell is an extremely interesting and perfectly optimized tool for this type of function.
If you want to try a complete tool for support, sales or call center teams where you can create and use excellent templates for WhatsApp, manage an unlimited number of messages, add collaborators to your support or sales teams, provide complete statistics on your communication process, easy to use and able to offer you a clear organization together with efficiency and effectiveness at work, Callbell can be the solution.
If you want to know more about Callbell and how it can help you improve processes and communication with your customers, click here.
Frequent Questions
What are the message templates for the WhatsApp Business API?
WhatsApp API message templates are messages that we write with a default setting and that can be used to send a message on WhatsApp to a customer who has not previously contacted your company or who has not responded to a chat in the last 24 hours since his last reply.
It is important to note that once the contact writes the first message to your company, you can respond as you wish during the first 24 hours.
After 24 hours from the last customer message, a message template must be used, which has to be approved in advance by WhatsApp.
How do message templates for the WhatsApp Business API work?
The way the WhatsApp Business API message templates work is very simple. Before explaining everything, it is very important to understand that WhatsApp has a communication rule for companies that we will explain below:
WhatsApp does not allow companies to speak freely with their customers to avoid the spam that companies can impose on its customers. This is why there are message templates: in a nutshell these templates, after being approved by WhatsApp, are used by a company to start a conversation on WhatsApp with its customer.
Templates are used to open a company-customer conversation or to reopen a conversation in which 24 hours have passed since the last customer message. These templates are pre-approved by WhatsApp and usually have an editable variable.
About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct
