Confirm the order, say it’s on its way, and tell the customer when it arrives. Five utility templates for every step after someone buys, each written the way Meta approves them.
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 as soon as the order is placed.
Hi {{first_name}}, thank you for your order. Order {{order_number}} is confirmed and we’re getting it ready now. We’ll message you again as soon as it’s on its way.
Send it when the order leaves you.
Hi {{first_name}}, good news: order {{order_number}} is on its way to you. It should arrive by {{delivery_date}}, and you can follow it with the button below.
Send it on the morning of the delivery.
Hi {{first_name}}, order {{order_number}} is out for delivery today. Please keep your phone nearby in case the driver needs to reach you.
Send it once the order has arrived.
Hi {{first_name}}, order {{order_number}} was delivered today. If anything is missing or not quite right, reply to this message and our team will sort it out.
Send it as soon as you know a date will slip.
Hi {{first_name}}, we’re sorry: order {{order_number}} is running late. The new delivery date is {{delivery_date}}, and we’ll message you again as soon as it ships.
Send it when an order waits in your store.
Hi {{first_name}}, order {{order_number}} is ready for pickup. We’re open until {{closing_time}} today, and you can reply here if you have any questions.
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 teamUtility, as long as it’s only about the customer’s own order. Meta treats a message with an offer, a discount or a product suggestion as marketing, and charges it at the marketing rate.
Within 24 hours of the customer’s last message, yes: you can reply with any message. After that, WhatsApp only delivers an approved template, like the ones on this page.
Syniria’s builder takes a fixed link for each button, so link to your tracking page and put the order number in the message, where the customer can copy it.
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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