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Bringing companies and users closer together through ‘Utility’ Templates on WhatsApp with Reach & Engage.

Utility starter messages (or ‘Utility’ templates) for business-to-user conversations on WhatsApp are a valuable tool to communicate effectively in a mass, personalized and automated way. These messages are used to send post-transaction updates, billing notifications to customers, or informational messages that do not have a sales or promotional purpose.

These are sent proactively by the company, by having reliable contact bases of its users and thus providing relevant information. This makes them a segmented and personalized form of communication.

These messages provide accurate and timely information to customers on a wide variety of topics, such as the status of an ongoing dispatch, account status, subscription updates or past interactions. The highlight of this tool is that it leverages the exceptional convenience and visibility of WhatsApp to generate an interactive communication space with your customers.

Another advantage of sending utility templates via WhatsApp is that it outperforms SMS with similar content in several respects.

Comparison of channel effectiveness

By offering significantly higher read, interaction and response rates, it enables customers to take action directly in the conversation by being integrated with automated conversational flows such as those in our Reach & Engage solution. This means customers can take actions such as paying a bill, confirming an appointment or continuing a message-related conversation without leaving the application.

Other benefits we found are:

Business Value: Reduce execution times, by calling the customer to action and increasing the likelihood of response. For example, companies can increase revenue through payment reminders, which reduces overdue accounts and improves transaction efficiency.

Customer value: Improved user experience by being informed in a timely manner of steps for continuity and maintaining a good service experience. Thus, the steps required to find invoices, documents, make payments can be reduced, simplifying and streamlining the process.

Here are some examples of utility templates:

  • [Order Management] “Thank you very much! Your order has been confirmed. We will inform you via this same means when your package is on its way.”
  • [Account alerts or updates] “Reminder: Your family plan subscription will be charged to your credit card entered in our records next Monday, June 2.”
  • [Satisfaction surveys] “Your feedback helps us improve. Please click here to share feedback with us about our service.”
  • [Continue a WhatsApp conversation] “Hi Maria, I saw that you requested technical support from our chat. I am your assistant on WhatsApp. Please tell me how I can help you.”

These examples mentioned above are prepared from our Reach & Engage platform, a service of massive, personalized and automated notifications of campaigns to your customers. 

Do you have any questions? Write us at and we will be glad to help you.



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