Promotional Messages

For example:

  • Offering discount codes and/or free products
  • Upselling messages.  For example: "Here are your tickets. If you'd like, we can reserve your transportation from the airport into the city." 
  • Cold calls. For example: "Is this a good time to talk?" "I tried to contact you but you weren't available. When are you free?" etc.
  • Surveys. For example: "Hi, we'd like to learn about your favorite destinations for this year. Would you like to take our short survey?"
  • Inclusion of words or phrases that make your message promotional. WhatsApp advises reading your message aloud to check the tone.
  • Message templates with variable parameters. WhatsApp doesn't approve messages that are primarily composed of variables, like the example below:

They advise surrounding the variables with text for the template to be approved.

Templates with abusive or threatening content

Some examples of what WhatsApp recommends staying away from:

  • Messages that threaten customers with legal action.
  • Message templates that threaten to publicly expose the customer if they don't pay a debt or loan.

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Tips

In addition to the above, keep these recommendations in mind to speed up the approval process:

  • Make the name of your message template clear. Rather than using a name like "template_014"  try "Airline ticket details."
  • Remember that a WhatsApp representative who has no relation to Sirena will be reviewing your message. Being more clear will give the reviewers more context for how the template will be used.
  • If you need to write a re-contact template (for use more than 24 since the last message from the client) we suggest starting with a connection to the earlier conversation.

For example: "I'm sorry I wasn't able to answer your questions yesterday, but I'm happy to help you now. If you'd like to continue this conversation, answer "yes."

  • It is a good practice for these messages to end with a confirmation phrase, such as "Do you confirm that you received this message?" This helps to open up the conversation.

Or "I followed up on our earlier conversation and I found an answer to your question about our refund policy. If you'd like to continue our conversation, say, "yes."

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