25+ WhatsApp Message Templates for Sales & Support

Blank-chat paralysis is real: the customer opted in, the thread is open, and your agent is staring at the input field. This swipe file hands you 26 ready-to-adapt WhatsApp message templates across the entire journey — from first welcome to festival greeting — each with a one-line note on when to use it. Copy, swap the variables, ship.

TL;DR

• 26 templates across sales, operations, support and seasonal messaging — each formatted to paste and adapt.
• Treat {{curly braces}} as merge variables; on the official API, business-initiated messages must use pre-approved templates in the right category.
• Replies inside the 24-hour customer window are free-form — save the approval queue for conversation openers.
• Match category to content (marketing for offers, utility for reminders) or approvals keep bouncing; tips below.

How to use this swipe file

Three conventions. First, anything in {{curly braces}} is a variable — replace with names, products, amounts and links pulled from your contact fields. Second, these are drafts, not scripture: the closer the wording sits to how your team actually talks, the better it performs. Third, know the platform rule — once a customer messages you, you can reply free-form for 24 hours; anything you send to open or reopen a conversation must go through approved templates. The categories behind this rule are explained in our 24-hour rule explainer.

Sales and lead templates

Welcome and opt-in confirmation

Hi {{name}}! This is {{agent}} from {{business}}. Thanks for sharing your number — I'll only send what you asked about. Reply STOP any time and I'll take you off the list.

Use when: the very first message after opt-in; sets consent expectations from word one.

Welcome aboard, {{name}}! Your {{business}} account is ready. Here's your quick-start guide: {{link}}. Any question, just reply here — a human reads these.

Use when: onboarding a signup; "a human reads these" invites replies.

Hi {{name}}, great connecting! Since you asked about {{product}}, here's our current catalog: {{link}}. Want me to walk you through the top three options?

Use when: a lead asks for options; ending on a question keeps the thread alive.

Follow-up and nurturing

Hi {{name}}, following up on your {{product}} enquiry from yesterday. Shall I hold one for you? Stock moves fast this week.

Use when: a warm lead goes quiet for a day; one nudge, then stop.

Hi {{name}}, did I catch you at a bad time? No rush — reply whenever suits and I'll pick it right up.

Use when: the second follow-up; zero-pressure wording protects the relationship.

Hi {{name}}, as promised, pricing for {{product}}: {{link}}. If it fits, I can set it up today.

Use when: delivering a quoted price; a clear next step beats "thoughts?".

Offers and launches

Hi {{name}}, our new {{product}} line is live. First 50 orders get {{bonus}} — order here: {{link}}

Use when: launch announcements; use genuine scarcity only.

Hi {{name}}, flat 20% off {{category}} till {{date}}, just for existing customers. Browse: {{link}}

Use when: segment-specific sales; "just for existing customers" earns the exclusivity.

Hi {{name}}, {{product}} is back in stock in the size you asked about. It sold out in three days last time — want me to reserve one?

Use when: restock alerts tied to an actual earlier enquiry.

Re-engagement and win-back

Hi {{name}}, it's been a while! We've kept {{offer}} aside for you, valid till {{date}}. Shall I apply it?

Use when: waking dormant customers 60–90 days out.

Hi {{name}}, your {{product}} is still sitting in your cart. Still thinking it over? Happy to answer anything.

Use when: cart abandonment, ideally within hours.

Hi {{name}}, you picked up {{product}} about {{months}} months ago — time for a refill? Reorder in one tap: {{link}}

Use when: consumables and renewals with a natural cycle.

Operations templates

Appointment reminders

Hi {{name}}, reminder: your {{service}} appointment is tomorrow at {{time}} with {{staff}}. Reply 1 to confirm, 2 to reschedule.

Use when: 24 hours before; numbered replies cut no-shows.

Hi {{name}}, your {{service}} is in 2 hours. Address: {{address}}. Running late? Message me here.

Use when: same-day nudge for booked slots.

Payment reminders

Hi {{name}}, gentle reminder: invoice {{number}} for {{amount}} is due on {{date}}. Pay securely here: {{link}}

Use when: a day or two before the due date.

Hi {{name}}, invoice {{number}} was due on {{date}} and appears unpaid. If it's already cleared, please ignore this. Otherwise: {{link}}

Use when: a week overdue; the graceful out reduces awkward replies.

Hi {{name}}, final reminder for invoice {{number}} ({{amount}}). To avoid a pause in service, please clear it by {{date}}. Need more time? Reply here.

Use when: escalation — offering "more time" often collects faster than pressure.

Delivery and order updates

Hi {{name}}, your order {{order_id}} has shipped and should reach you by {{date}}. Track it here: {{link}}

Use when: dispatch; the most-welcomed utility message in e-commerce.

Hi {{name}}, good news — order {{order_id}} is out for delivery today. Will someone be available to receive it?

Use when: delivery morning; the question invites a reply that reopens the window.

Support and retention templates

Support resolution

Hi {{name}}, I believe we've fixed the {{issue}}. Could you confirm everything looks right? If not, reply here and I'll reopen it immediately.

Use when: after a fix; confirmation closes the loop cleanly.

Hi {{name}}, checking in — has {{issue}} stayed resolved since {{day}}? Shout if anything's off.

Use when: a 3–7 day health check on significant fixes.

Hi {{name}}, I'm sorry about the {{issue}}. Here's what we've done: {{action}}. And we've added {{gesture}} to your account by way of apology.

Use when: service recovery; specific action plus gesture beats a generic regret.

Reviews and referrals

Hi {{name}}, glad we could help with {{product}} today! If you have 30 seconds, a review means a lot to a small team like ours: {{link}}

Use when: shortly after a positive resolution or delivery.

Hi {{name}}, thank you for sending {{friend}} our way! As promised, here's your {{reward}} — appreciate you.

Use when: honouring a referral; fast payouts keep them coming.

Festival and seasonal greetings

Hi {{name}}, wishing you and your family a very happy Diwali from all of us at {{business}}. May the year ahead be healthy and prosperous.

Use when: genuine relationships only — and no discount attached.

Hi {{name}}, happy new year from team {{business}}! Thank you for being with us — here's to a great one.

Use when: January 1, or Ugadi, Puthandu and Vishu per your region's calendar.

Seasonal notes deserve their own etiquette: keep them link-free, and read our WhatsApp etiquette rules before greeting your entire database at once.

Getting templates approved the first time

Every business-initiated template passes Meta's review. Most rejections trace back to four fixable mistakes: wrong category, shouty formatting, misleading urgency, and variables used in ways that change meaning. Match the category to the content:

• Name variables by purpose and keep them filled at send time — empty or misleading variables are the top rejection cause.
• One goal per template; mixed intent confuses both reviewers and customers.
• Avoid ALL CAPS, excessive punctuation and emoji walls; a single tasteful emoji is generally fine.
• Rejections come with a stated reason — edit and resubmit rather than rewriting from scratch.

Review times are commonly quick — often minutes to a day — but submit campaign templates a few days ahead anyway. Whaterakt shows approval status per template and fills variables from contact fields, so teams are never guessing what is cleared to send. To sequence these into journeys rather than one-offs, our drip campaign guide and lead nurturing flows show the day-level wiring.

FAQ

Do all WhatsApp messages need template approval?

No. Replies within 24 hours of the customer's last message are free-form. Templates and approval apply to business-initiated messages — openers, reminders and re-engagement sends.

Can I use emoji in approved templates?

Yes, in moderation — a single, tasteful emoji generally passes review. Emoji walls, decorative symbol spam and emoji used as bullets are common rejection reasons.

Why did my template get rejected?

Usually a category mismatch — marketing content submitted as utility — or formatting issues like all-caps text, misleading claims, or variables that alter the sentence's meaning. The rejection notice states the reason; edit and resubmit.

Can I edit a template after approval?

Editing the body triggers a fresh review, so treat approved content as semi-fixed. Plan changes in batches rather than daily tweaks, and keep a versioned library.

Do template messages cost money?

Yes — Meta charges per conversation by category once a template initiates it, separate from your tool subscription. Utility and service conversations are typically cheaper than marketing; check current rates when forecasting campaigns.

How many templates should a small team maintain?

Fewer than you think: 15–25 well-maintained templates cover most journeys. Prune anything you have not sent in a quarter, and review wording quarterly against what customers actually reply to.

Twenty-six templates and one approval checklist — the swipe file does the heavy lifting, your team adds the voice. Start by importing the welcome, reminder and win-back blocks this week, then measure which earn replies. Whaterakt ships with template management, approval tracking and a no-code flow builder to wire these into journeys — see plans and pricing and start free.