Template Categorization
Template Category Guidelines
Our template category guidelines define the category of message templates on our platform. For more details, refer to our “Updates to Template Category Guidelines” PDF. Each category outlines the message objective, business goal, and example templates.
Marketing Templates
Marketing templates are flexible and help businesses achieve various goals, from generating awareness to driving sales.
1. Awareness
Objective: Generate awareness of your business, products, or services among customers who have subscribed to receive messages on WhatsApp.
Business Goal: Inform customers about new services, events, or updates.
Example Templates:
- “Did you know? We installed a new tower in your area so you can enjoy a better network experience. Learn more: {{1}}.”
- “Diwali is around the corner! Join us at {{1}} on October 24. More details: {{2}}.”
- “Looking for a getaway? Our newest resort just opened in {{1}}. Learn more: {{2}}.”
2. Sales
Objective: Send promotional offers related to sales events, coupons, or other sales-driving content.
Business Goal: Encourage purchases and promote sales.
Example Templates:
- “Enjoy 15% off your next order with code LOYAL15. Shop now: {{1}}.”
- “Refer a friend and save! Use code FRIEND for $10 off each.”
- “Upgrade to Premium for more benefits. Click {{1}} or use our app.”
3. Retargeting
Objective: Promote relevant offers to customers who engaged with your products/services.
Business Goal: Re-engage potential customers.
Example Templates:
- “You left items in your cart! Click here to checkout: {{1}}.”
- “We miss you! Book a special rate: {{1}}.”
- “Resume your application here: {{1}}.”
4. App Promotion
Objective: Encourage customers to install or engage with your app.
Business Goal: Increase app usage and engagement.
Example Templates:
- “Download our app to enjoy exclusive discounts: {{1}}.”
- “Try our latest feature, {{1}}! Learn more here: {{2}}.”
5. Build Customer Relationships
Objective: Strengthen relationships through personalized messages.
Business Goal: Improve customer engagement and loyalty.
Example Templates:
- “Happy Birthday, {{1}}! Wishing you a great year ahead.”
- “Thank you for being a valued customer. We appreciate you!”
Also considered marketing templates:
- Templates with mixed content (e.g., utility and marketing combined).
- Templates with unclear content (e.g., “{{1}}” or “Congratulations!”).
Utility Templates
Utility templates are triggered by user actions and must include specific details about transactions, accounts, or interactions.
1. Opt-In Management on WhatsApp
Objective: Confirm opt-in/out preferences for receiving WhatsApp messages.
Example Templates:
- “Thanks for opting in! You’ll now receive WhatsApp notifications.”
- “You have opted out and will no longer receive our messages.”
2. Order Management
Objective: Confirm, update, or cancel orders/transactions with specific details.
Example Templates:
- “Order {{1}} confirmed. We’ll notify you once it ships.”
- “Your package from order {{1}} is on its way! Tracking: {{2}}.”
- “An item from order {{1}} is backordered. Click here to cancel: {{2}}.”
3. Account Alerts or Updates
Objective: Provide important account-related updates or alerts.
Example Templates:
- “Your balance for account ending in {{1}} is {{2}}.”
- “Your subscription to {{1}} will be billed on {{2}}.”
- “Tornado alert in your area! Stay indoors until {{1}} o’clock.”
4. Feedback Surveys
Objective: Collect feedback on past interactions.
Example Templates:
- “We delivered your order {{1}}! Share feedback here: {{2}}.”
- “How was your experience? Fill out this short survey: {{2}}.”
5. Continue a Conversation on WhatsApp
Objective: Start a WhatsApp conversation based on previous interactions.
Example Templates:
- “Hi! You requested support online. How can I help?”
- “Hi {{1}}, following up on your call from {{2}}. Your case update: {{3}}.”
These categories help ensure that templates are used appropriately and categorized correctly based on their content.
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