Message categories
Utility messages
During and after purchase, utility messages help you deliver critical order status updates and time-sensitive customer notifications.
Utility messages on WhatsApp keep customers informed with timely updates during the purchase process and after conversion, ensuring a positive customer experience throughout the journey.
Drive growth
by keeping customer informed and minimizing friction
Facilitate orders
by providing prompt, actionable support and updates
Retain customers
by providing convenient post-sale assistance
Boost performance and ROI
- With an immediate channel that offers proven read and response rates and rich interactions that drive quality engagement
- By keeping customers informed to reduce inbound inquiries while also giving them a convenient two-way communication channel
Enhance customer experience
- By connecting with customers on their preferred channel, which has shown to increase customer satisfaction and retention
- To differentiate your brand from competitors and drive growth
Drive results across customer journeys
- With a single thread for multiple types of engagement and by driving customer adoption of the channel
- By deepening WhatsApp-driven relationships with customers to encourage opt-ins for other types of WhatsApp messages, including marketing messages
Use utility messages when the message must reach your customer on-time, drive engagement, and deliver a positive experience.
Manage opt-ins
Confirm when a customer opts in or opts out of WhatsApp messages from your business.
- Provide transparency about privacy choices to enhance the customer experience
- Reduce opt-outs by reinforcing the value of utility messages
Manage orders
Send automated and detailed messages that confirm, update, or cancel a customer order or transaction.
- Lower costs by reducing inbound inquiries about orders
- Keep customers informed and reduce friction around order changes to improve customer satisfaction
- Reduce missed deliveries to boost fulfillment rates
Send account alerts and updates
Send important account or product updates, safety information, payment reminders, and other time-sensitive information related to a past purchase or subscription.
- Reduce late payments and increase topline revenue
- Increase customer satisfaction by simplifying the payment experience
- Lower costs by reducing inbound inquiries around payments and account issues
Get feedback
Gather customer feedback on orders, services, or customer experience.
- Increase feedback response rates to gain maximum insights
- Use immediate post-event messages to collect granular feedback related to specific experiences
Continue a conversation on WhatsApp
Pick up a conversation started by the customer on another channel, like email or your chatbot.
- Reduce costs by rerouting expensive calls to a more efficient channel
- Promote customer adoption of your most cost-effective channel
Explore additional message categories
Build better customer relationships
WhatsApp Business Platform empowers medium to large businesses to scale customer engagement, boost sales, and create a better customer experience with full-funnel interactions.