Ask how an order, a visit or a support request went, with buttons that make answering one tap, and invite happy customers to leave a review.
Copy a message, change the details to your own and send it to Meta for review. Blanks like {{first_name}} are filled in when you send.
Send it a day or two after delivery.
Hi {{first_name}}, how did order {{order_number}} work out for you? Tap a button below to tell us, or reply with anything we could do better.
Send it soon after an appointment or visit.
Hi {{first_name}}, thank you for visiting us on {{visit_date}}. How did it go? Tap a button below, or reply with anything we could do better next time.
Send it when a support request is closed.
Hi {{first_name}}, our team recently helped you with request {{request_number}}. How did we do? Tap a button below to let us know.
Send it to customers who told you they were happy.
Hi {{first_name}}, we’re so glad you enjoyed your visit! If you have a minute, a short review would help other people find us. Thank you for your support.
Utility templates are about the customer’s own order, account, booking, payment or request, or something essential for them to know, with nothing in them that promotes or persuades.
Meta bills it to your WhatsApp account; Syniria adds nothing per message.
Know what your agent can do and how it fits your business.
Talk to the teamWhen it asks about one order, visit or request, as the first three templates here do, Meta can approve it as utility; Meta doesn’t approve a general survey as utility. A request for a review helps your business rather than reporting on the customer’s own order, so it’s set up here as marketing.
Keep rewards out of review requests: many review sites don’t allow paid or rewarded reviews, and a discount also makes the message marketing.
A tap on a quick reply sends that word back as the customer’s reply, so it lands in the chat like any message: in Syniria, in the Inbox, where your team or your AI agent can follow up.
Meta’s rules on this page, as these sources stood on November 7, 2026. Meta reviews every template and has the final word on its category.
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