WhatsApp provides invaluable tools for sellers to expand their eCommerce brands, and with an active monthly user base of 2 billion, it can be leveraged into a serious sales-generating machine.
With the right messages and automated workflows, you can personalize your customer experience, use conversational marketing, and drive sales in record time with templates and automation.
Read on to find out:
Let’s do it!
Depending on whether you are using WhatsApp API or the WhatsApp Business app, you will have a different set of templates you can use. The WhatsApp Business app is suitable for small local businesses but is by far the most limited between the two in terms of messaging, such as:
In this article, we’ll be focusing on templates for WhatsApp API, where you can use a range of advanced messaging features to engage with customers.
Similar to email templates with variable fields or placeholders that can be auto-filled with customer names or data sets, you can do the same with a WhatsApp template through a WhatsApp API account.
Placeholders or variables in a WhatsApp message typically look like this:
Hello [1], thank you for placing an order for [2].
The variables in between the curly brackets can be replaced with information based on your data, allowing you to send custom messages to each contact.
For example, if John placed an order for a line of shoes you offer, the above message template would look like:
Hello John, thank you for placing an order for 4422 Mountain Shoes.
Through these templates, you can send personalized promotions, updates, and other customer-specific details at scale and all through WhatsApp.
One side note is that to use a template in your WhatsApp API account you will have to get each one approved by WhatsApp first. Most templates get approved within minutes but it can take up to 48 hours in some cases.
Since September 2021, WhatsApp has allowed businesses using WhatsApp API to broadcast promotional/non-transactional template messages, a feature that was not permitted beforehand.
Meta has two main requirements for templates:
When creating your template message, it must fall under one of the following categories:
You can create up to 250 templates with WhatsApp API. In case you need more, you’ll have to contact WhatsApp with your request. If you get approval, you can reach a limit of 1500 templates.
Ready to set your business apart with timely and personalized template messages? Here is a range of eCommerce templates you can instantly put to use!
Order forms differ from message templates. They are informational documents that describe orders for a product or service your customers are interested in. Like a restaurant menu, they allow buyers to learn about a product and pick exactly what they want.
Unlike message templates, order forms need to be built around your product and integrated into WhatsApp. There are many order form builders that offer free and paid solutions to building an order form.
An order form typically includes fillable fields like:
Once your order form has been created you can share it with customers, and depending on the tool of choice you can collect payments with integrated options like Stripe or PayPal.
An order confirmation template assures your customers that their purchase was a smooth one and is now getting ready. Below is a template with suitable placeholders that does just that.
<Header> Your order has been received!
<Body> Hey [1],
Thank you for your purchase!
We’ve successfully received your order and our team is getting it ready. We’ll let you know as soon as it gets dispatched. 🚚📦
Here are your order details:
[5]
If you have any questions please contact us at [6] or tap the button below:
<Button> Contact Support
A simple reminder about abandoned carts can lead to a 20% return in revenue. Get things back on track with the following.
<Header>Thanks for shopping with us!
Hey [1],
We noticed that you had trouble with your recent purchase.
Don't worry - your items are still temporarily reserved in your cart.
<Optional> And look at that! It’s a 5% discount on all orders for our special customers!
If you have any questions, let us know - we're here to help! 😊
<Button> Get in touch
Here are templates to use when a customer’s package is close to arriving.
<Header> Your order is one step away from your door!
Hey [1],
Your order [2] is about to arrive! It has been dispatched and should be in your hands soon! 🚚
We’re excited you’ll soon enjoy your [2]! 😊
<Header> Your order will arrive today!
Hey [1],
Finally, the wait is almost over! Your order should arrive at your door within the day before 5 pm. 🙌
Not going to be home until then? Don’t worry! Let us know how you’d like to receive your order:
Send 1️ to leave at the doorstep
Send 2️ to leave it with a neighbor
Send 3️ to reschedule delivery
Got any questions? We’d be more than happy to help. 😊
<Button> Contact Support
An order delivered update is a great way to let your customers know their order has arrived just in case they aren’t at home or for them to double check their doorstep.
It’s also a golden opportunity to ask for feedback and include a link to give feedback.
<Header> Your order has been delivered!
Hey [1],
Thank you for shopping with us!
We hope you enjoyed [2] as much as we loved making it for you.
We’re very excited to know what you think about [2]! Send us your feedback whenever you’re ready!😊
<Button> Submit Feedback
Auto-response “away” messages are ideal for local and international customers that let them know when to contact you or when to expect a reply.
Keep your customers informed with the following auto-reply message templates.
<Header> We’re so happy you texted us!
It looks like we’re all away at the moment! Our working hours are:
Monday through Friday, 8 am – 5 pm PT, or Saturday through Sunday, 9 am – 5 pm PT.
We'll get back to you as soon as possible. 🏃♂️
In the meantime, you can also check out our FAQs to help answer your questions.
<Button>See FAQ
Hi [1], thank you for your message!
We’re out of the office right now, but we’ll be available tomorrow at [2].
Please expect a reply in 24 hours.
In the meantime, you can also check out our FAQ page to help answer any inquiries.
<Button>See FAQ
And those are 7 templates you can use to take your customer management to a whole new level. Through WhatsApp API, templates allow you to:
Looking for the best WhatsApp API tools to streamline your eCommerce business? Zoko has exactly what you need!
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