Template Guidelines

A good message gets read and replied to. A bad message gets deleted or reported. This guide helps you write messages that get real results.

Principles of a Good Message

1. Clarity First

Say what you mean directly. No long preambles.

❌ Weak:

Hello, I hope you are well and in good health, we are Acme Company
and we would like to inform you that we have launched a new product...

✅ Strong:

Hi Ahmed! 🎉
We just launched our new product with a 20% discount for you.
Tap here for details: [link]

2. Personalisation

Use the customer's name to make the message feel directed at them personally:

Hi {{contact.first_name}},
We noticed you bought {{last_product}} last month.
Here's a complementary product you might like 👇

3. Brevity

Shorter messages get read more. Target:

Promotional message: 50–100 words maximum
Informational message: no more than 200 words
Reply to an inquiry: as much as the answer requires

4. Friendly Yet Professional

WhatsApp is a personal channel — stiff formal language feels out of place. Use a warm but professional tone. Emoji are fine in moderation 😊

Ready-to-Use Templates

New Customer Welcome

Hey {{contact.first_name}}! 👋

Welcome to {{team.name}}. I'm {{agent.name}} and I'm here whenever you need me.

How can I help you today?

Order Confirmation

✅ Your order #{{order_id}} is confirmed

We've received your order and it will arrive in 2–3 business days.
For any questions, just reply to this message directly.

Special Offer

🎁 An exclusive offer for you, {{contact.first_name}}!

15% off your next order — valid until {{expiry_date}}.
Discount code: RABT15

[Shop Now]

Post-Purchase Follow-Up

Hi {{contact.first_name}} 😊

How's your experience with {{product_name}}?
Your feedback means a lot — what would you rate it out of 5 ⭐?

What to Avoid

Avoid	Why
Words like "win", "free", "click now!!!"	Flagged as spam
EXCESSIVE CAPS LOCK	Annoying and off-putting
More than 3 emojis in a row	Reduces credibility
Unknown shortened URLs	Triggers suspicion
Fake urgency: "Offer ends in minutes!"	Destroys trust

Adding an Opt-Out Option

In promotional messages and campaigns, always include:

To stop receiving our messages, reply STOP.

Or if using interactive buttons:

[✅ Show Details]  [❌ Unsubscribe]

Test Before Sending

Before launching any campaign:

Send the message to yourself or a teammate
Read it from the customer's perspective — is it clear?
Verify that variables work correctly (name, date, etc.)
Check all links

Next Step

← Broadcast Strategy