What are non-transactional WhatsApp template messages?
Where transactional messages are alerts generated as a result of an action an end-user takes or due to a system logic specific to the end-user (e.g., fraud alert, payment confirmation, delayed flight, etc.), non-transactional messages allow the businesses to proactively reach out to customers with messages that are like re-engagement, e.g. information about a new product launch, reminders of an abandoned shopping cart, informing a customer when an item they previously looked for is back in stock, re-engaging in a sales customer journey, etc. (see more use cases below). Non-transactional template messages cannot be marketing or broadcast messages. Only certain countries are currently allowed to send non-transactional template messages.
In both cases, the business has to first ask the customer to opt-in to receive these types of messages.
Also see: Can my business send non-transactional messages to customers on WhatsApp?
Suggested use cases by vertical
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Telecommunications |
Proactive outreach for top-ups before minutes run out, reminders about plan renewals before expiration, relevant offers and deals |
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Financial Services |
Product recommendations based on recent purchases (e.g., signing up for a new credit card, line of credit, or installment plan), relevant offers and deals (e.g., credit card discounts and/or partnerships) |
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Ecommerce/Retail |
Back in stock reminder, product recommendations based on recent purchases, relevant offers and deals, cart abandonment reminders for products not yet purchased, relevant new product introductions |
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Travel |
Price alerts for flights the customer is tracking, custom deals based on travel preferences, upsell offers in context (e.g., car booking), cart abandonment reminders for flights not yet purchased |
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