How these WhatsApp message templates work

Words in square brackets are variables: [name] is replaced with the value from the Name column of your spreadsheet. A fallback after | is used when the cell is empty, so [name|there] becomes "there" for a customer with no name.

Braces pick one option at random for each message: {Hi|Hello} sends either greeting. *Text* is bold on WhatsApp. Change the wording to match how you really talk; templates work best when customers can't tell they are templates.

Greeting and welcome templates

New customer: "{Hi|Hello} [name|there], welcome to [shop|our shop]! Reply menu to see prices and opening hours."

Back in touch: "Hi [name|there], it's [your_name] from [shop|the shop]. It's been a while! We have new [category|items] in, want me to send a few photos?"

Offer and promotion templates

Simple offer: "Hi [name|there], this week only: *[offer]* on [product|selected items]. Reply 1 and I'll reserve one for you. Reply stop to opt out."

Loyalty offer with a condition: "Hi [name|there], thank you for being a customer. [if points>=10?You get 20% off this week.|You get 10% off this week.]"

Reminder templates

Appointment: "Hi [name|there], a reminder of your [service] on [appointment_date] at [time]. Reply 1 to confirm or 2 to change."

Payment: "Hi [name|there], a friendly reminder that invoice [invoice] for [amount] is due on [due_date]. Thank you!" Order ready: "Hi [name|there], your order [order] is ready for pickup."

Follow-up and thank-you templates

Follow-up: "Hi [name|there], just checking you saw my last message about [product|the offer]. Happy to answer any question."

Thank you: "Thank you for your order, [name|friend]! If anything isn't right, just reply here. We'd love to see you again."

Review request: "Hi [name|there], how was your [product|order]? A one-line reply helps us a lot."

More templates for everyday situations

Order shipped: "Hi [name|there], good news: order [order] has shipped and should arrive within [days|2-3] days." Back in stock: "Hi [name|there], the [product|item] you asked about is back. Shall I put one aside for you?" Price list request: "Hi [name|there], here is our current price list. Reply with the item number and I'll confirm availability."

Event invitation: "Hi [name|there], you're invited to our open day on [event_date] from [time]. Reply yes and we'll save you a spot." Holiday greeting: "{Happy holidays|Warm wishes} from all of us at [shop|the shop], [name|friend]! Thank you for being with us this year."

Apology for a delay: "Hi [name|there], I'm sorry, order [order] is running a day late because of [reason|a supplier delay]. It will reach you by [new_date]. Thank you for your patience." A quick, honest apology usually prevents a complaint.

How to write your own templates

Start from a real message you have sent many times by hand. Replace the parts that change, such as the name, order number and date, with column names in brackets. Keep the rest exactly as you would say it.

Keep it under about 60 words, put the most important fact in the first line, and end with one question or action. Use *bold* for one key detail, like the date or total, not for whole sentences.

Add a fallback to every variable that might be empty, and add wording variations to the greeting if you send the same template to many people, so messages don't all start with identical text.

Common template mistakes

A variable with no matching column. If your template says [order] but the sheet has a column called Order ID, the variable is [order_id]. Click the field chips under the message instead of typing names by hand, and check the preview for any [word] left visible.

No fallback for names. "Hi ," is the most common sign of a bulk message. [name|there] fixes it in five characters.

One template for every situation. A greeting, a reminder and a payment notice need different tones. Save separate templates with clear names such as "Reminder: appointment" so you pick the right one quickly.

Test a template before you use it widely

Send a new template to yourself and one or two colleagues first. Read it on a phone, not on the computer: check that the first line makes sense in the notification preview, that line breaks look right and that bold text shows as intended.

Then send it to a small group of real customers who know you and watch the replies. If people ask what you mean, the wording needs work. If they answer the question you asked, the template is ready for your larger list.

Review your saved templates every few months. Prices, hours and offers change, and an old template with last year's price is easy to send by accident. Delete the ones you no longer use so the list stays short.

Name templates by situation and keep the best ones short. A list of eight well-tested templates covers most small businesses: welcome, price list, order ready, shipped, appointment reminder, payment reminder, follow-up and thank-you. Start with these, add new ones only when a situation keeps repeating, and give each a shortcut so the team can paste it with / in any chat.

Save and reuse them in Wassender

Save any message as a template and pick it in a later campaign. A template can also have a shortcut: type / and the shortcut in WhatsApp's own message box to paste it with the customer's name filled in.

Always preview a few customers before sending, especially rows with empty cells, and make sure every column used in a template exists in your spreadsheet.

Step by step

  1. Copy a template above and adjust the wording to your voice.
  2. Make sure your spreadsheet has a column for every variable, such as Name or Order.
  3. Start a new campaign in Wassender, import the sheet and paste the message.
  4. Click the field chips to insert variables and add fallbacks for empty cells.
  5. Preview several customers, then save the message as a template.
  6. Optional: give the template a shortcut and type / in WhatsApp to reuse it in one chat.

Plan: Templates, variables, fallbacks and conditions are part of the free plan; sending after the 1-hour Unlimited trial needs a paid plan.

Frequently asked questions

What is a WhatsApp message template?

A saved message you reuse. In Wassender it can include variables like [name] that fill in each customer's details.

Are these the same as WhatsApp Business API templates?

No. API templates need Meta's approval. These are your own messages, sent from your account through WhatsApp Web.

What happens if a customer's name is missing?

Use a fallback: [name|there] prints "there" when the Name cell is empty.

Can I use templates in Arabic?

Yes. Write them in Arabic; Arabic column names such as [الاسم] work as variables too.

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