The Most Useful WhatsApp Message Templates for Ecommerce

Useful WhatsApp Message Templates for Ecommerce: The Ultimate Guide

How do I write a warm and welcoming greeting message for customers who text me on WhatsApp?

What can I include on WhatsApp promotion messages to encourage purchases? What about quick out-of-office replies and WhatsApp status updates? 


If you’re an ecommerce business owner, these questions are bound to have crossed your mind at some point. In this ultimate guide for WhatsApp business messages, you’ll not only get a breakdown of the different types of WhatsApp messages you can send out to your customers but also WhatsApp message templates you can use and adapt for your business.

At last count, 175 million people worldwide message a WhatsApp business account every single day. 


If that’s an indication of anything, it’s that it’s time for businesses to step up their WhatsApp messaging game if they want to excel at reaching their customer base on the popular chat app. 


This is especially important for ecommerce businesses. Without the advantage of being able to provide in-person services, good and seamless communication is essential for a business to thrive.


Though it may appear to be simple messaging, there’s more than meets the eye when it comes to sending out WhatsApp business messages.


Every single message a business sends out speaks volumes about the business – a lot of care must be put in to craft your WhatsApp messages to ensure the highest level of service and efficiency.


If this sounds a little overwhelming, worry not. In this guide, we’ll provide you with WhatsApp business message templates that you can use for your business.


Specifically, we’ll be going through and providing WhatsApp templates for these message types:


  • WhatsApp greeting/welcome messages
  • WhatsApp promotion messages
  • WhatsApp business quick replies for out-of-office messages
  • WhatsApp status updates

There’s no one-size-fits-all WhatsApp message template where you can simply switch out and/or fill in your business details to make it work.

Because each ecommerce business is different in so many ways, we’re not here to provide templates that will be a 100% fit. Some may be generic, while others may be more specific. 

What we hope to achieve with these WhatsApp message templates is to inspire you from our specially crafted templates so you can create your own personalized WhatsApp messages!

WhatsApp Templates: Automated or Manual



First things first, these WhatsApp message templates can be set as automated messages for businesses on WhatsApp or sent out manually.


How you decide to use them will depend on several factors:

  • Whether you’re using the free WhatsApp Business app or the WhatsApp Business API (the latter provides more advanced features and the possibility for personalized responses)
  • How customized you want your replies to be
  • Whether you want to integrate other messaging tools and features into your WhatsApp business message replies (only available with the WhatsApp Business API)

If you want to set these WhatsApp chat templates as automated messages, we recommend that you check out our guide on WhatsApp Templates: Automated Messages For Businesses on how to set them up on the free WhatsApp Business app.


(Still new to WhatsApp Business and want to discover what it’s all about? Hop on over to our post on the Differences Between WhatsApp Messenger, WhatsApp Business App, and Business API.)


In this guide today, we’ll provide general WhatsApp message templates that can be used for both automated and manual messages – all that’s required is some simple tweaks and you’ll be able to adapt these templates easily to your business needs.


Ready? Let’s get to them! 


Welcome Message Templates (Business Greeting Message for Customers)


Having a good greeting message for your business on WhatsApp is important as this is part of the first impression that they will form about your brand’s communication and responsiveness.


These welcome message templates we’ve provided here are designed to act as responses to first-time messages from customers.


Here are a few formal and informal WhatsApp business welcome messages you can use. Note that the “formal” message may not be as formal as you may expect.

That’s because WhatsApp is ultimately a messaging app where conversations – even those between big corporations and their customers – tend to be somewhat more informal.


(On that note, you’ll notice that the tone of most of our WhatsApp templates in this guide leans towards being informal. If you prefer to keep things formal, these WhatsApp template messages are easily adaptable so feel free to do so.)


You can also use the opportunity to promote your business – whether that’s talking about a current promotion or pushing one of your best-selling products, or any others.

TEMPLATE #1 [Formal – generic]
Hi, thank you for reaching out. If you’re writing about [insert specific topics], please check out our FAQ section: [insert link] 

There are tons of resources there that may be useful for you.
Otherwise, please let us know what we can do for you today and we’d be happy to help.

TEMPLATE #2 [Informal – generic]
Hi there! 👋 Thanks for your message! 😃
It’s just me and [insert names of other workers] running [insert business name]. We receive tons of messages every day and may not be able to get to you right away – so sorry!

Why don’t you hop on over to our FAQ section to see if you can find the answer to your question there? Here’s the link 👉 [insert link]

Otherwise, hang tight and we promise to reply as soon as possible! If it’s an urgent issue, you can also give us a call at [insert phone number] ☎️


TEMPLATE #3 [Informal – promotion]
Hello! 👋 Thank you for messaging [insert business name]! 😃

We’ll respond within [insert time]. In the meantime, feel free to hop on over to our store website to check out our products 👉 [insert link]

If you have specific questions regarding our business, here’s our FAQ page 👉 [insert link]

While you’re there, don’t forget to also check out our limited-time [insert event] promotion that we’re running 👉 [insert link] 

or our best-selling [insert product name] 👉 [insert link] 

Still, prefer to hear from us on WhatsApp? We’ll be here in a jiffy! 😉

WhatsApp Promotion Message Templates


WhatsApp Promotional Message Templates


Have that sale banner up on your ecommerce website? Announced it on all your social media pages? Sent out that email blast?

What about WhatsApp?


WhatsApp is also a great way to broadcast store promotions like impromptu flash sales, event-related storewide discounts (think Black Friday, Thanksgiving, back-to-school shopping, etc.), and product-specific sales. 


So traditional channels aside, don’t forget to also send out WhatsApp marketing messages to make sure customers on your WhatsApp contact list are also aware of your latest promotion.


TEMPLATE #1 [Storewide flash sale]
Need to perk up your week? We’re here for you! ❤️
From [insert flash sale start time] to [insert flash sale end time], we’re running a limited-time flash sale on our store! ⚡

During this period, you get to enjoy 5% off ALL purchases (yes, you read that right) – no strings attached! 🛍️

Head on over to our website to start shopping NOW 👉 [insert link] 

TEMPLATE #2 [Event-related promotion]
‘This the season to be shopping, fa-la-la-la-la, la-la-la-la… 🎵
Our year-end Christmas promotion will run from [insert start date] to [insert end date]! Enjoy up to 20% off certain products when shopping with us during this period.

Simply checkout with the code [insert promotional code] and your discount will be applied. The more you shop, the bigger the discount! 🛍️ 
So what are you waiting for? Hop on over and use our special code now! 👉 [insert link] 

TEMPLATE #3 [Best-seller sale]

With more than [insert number] sold, our [insert product name] is one of our best-sellers and an ABSOLUTE favorite among our customers! ❤️
And why shouldn’t it be? It’s [insert unique selling point of your product]
Today, we’d like to give YOU a chance to try it for yourself (or maybe get more of it because one’s never enough)! Why? Because sharing is caring! 😍

From [insert promotion start date] to [insert promotion end date], enjoy 10% off [insert product name] purchases. 🛍️

Simply apply the code [insert promotional code] when checking out and the discount will be applied automatically. 🛒

Start shopping now! 👉 [insert link] 

WhatsApp Transactional Message Templates

One of the biggest differences in ecommerce is the lack of control and visibility, especially when comparing it with shopping in brick-and-mortar stores.


In physical stores, customers would enter, browse around, actually be able to feel and touch the products they’re interested in, enquire with a customer service representative on the spot, and make their purchase and go home with it immediately.


In an ecommerce store, however, none of this is possible. Online shoppers are limited to a two-dimensional experience and they’ll ultimately be spending money on products they won’t be receiving for days, weeks, and sometimes even months.


This means that as the owner of an ecommerce business, you need to provide this visibility to ease your buyer’s state of mind. How? By providing them with updates every step of the way.


Online shopping also comes with certain disadvantages. Be it distractions, technical issues, having second thoughts, or other reasons, digital buyers tend to add items to the cart and without following through with their purchase. This is where a little nudge via WhatsApp messages can do wonders. 


Here are a few examples and WhatsApp Business templates for transactional touchpoints and reminders that you can send out to your customers.


TEMPLATE #2 [Cart abandonment recovery]

Did you forget something?
You have pending items in your shopping cart with us! 
[Insert name(s) of item(s) left in card]

All that’s left to do is finalize your order and you’ll be enjoying your awesome purchase from [insert store name] in no time.
Check out now! 👉 [insert link to cart] 

TEMPLATE #2 [Post-purchase]

Hello! 👋 Thank you for shopping with [insert store name]!
This is to confirm that we have received your order with the following items:

Item #1. Include name + details (size, color, etc.)Item #2.And so on.
We will prepare your order immediately and it will be sent out over the next [insert time frame] working days. 📦

We know you’re keen to receive your items! You’ll receive a tracking number from us when it’s been dispatched so you can stalk your order every step of the way. 📍

Until then, you may want to check out other items we have in store, like our [insert name] collection 👉 [insert link] 

If you have any questions, simply shoot us a message here! 🙃

TEMPLATE #2 [Order dispatched]

Hello! 👋 Your items in order number [insert order number] have been sent out! (Yay! 🥳)

You should receive them in [insert time frame] working days. And if you want to do a little stalking (no judgment from us – we do it too), here’s your tracking number: [insert tracking number].

You can also click on this link to access your order’s tracking page immediately 👉 [insert tracking link]

While you wait, why not check out other items in our store? [Insert product name] would go perfectly with the [insert product name] you purchased. Check it out here 👉 [insert link]

If you have any questions about your order or delivery, send us a message here and we’d be happy to help.

Thank you again for shopping with [insert store name] and we hope you enjoy your purchase! 🙃

WhatsApp Business Quick Reply Out-of-Office Templates


Message templates for ecommerce


As important as it is to keep response rates low (one of the key WhatsApp sales chat and agent performance metrics to track), it’s tough for ecommerce businesses to always be on-hand to respond and solve customer issues immediately.


This is especially true for small businesses, where manpower is limited. Large corporations can afford to hire customer service reps to provide round-the-clock support, but small businesses simply don’t have that luxury.


And this is where quick replies come in handy.


Whether you’re on a hard-earned two-week vacation, closed for the holiday season, or simply attending to non-work-related matters during your business’s out-of-office hours, messages received during this time still need to be responded to – preferably sooner rather than later.


That doesn’t mean you need to drop everything you’re doing and attend to these queries immediately. Instead, you just need to send out a “message received” acknowledgment and promise to get to them at a later time.


As you’ll see in these away message templates for WhatsApp Business, they don’t need to be overly complicated. Ultimately, what you want to do is:

  • Let them know you’re unavailable
  • Direct them to an alternative source where they may be able to find the answers they need (this can be a help center or an FAQ page)
  • Let them know when you’ll be back

You could also offer them an emergency contact number/email to reach you at, but that’s entirely up to you.


TEMPLATE #1 [On vacation]
Hello! 👋 Thank you for your message. 💌
I/We are taking a well-earned vacation and are probably off sipping mojitos on a beach somewhere at this very moment. 🏖️

If you have specific questions regarding our business, here’s our FAQ page 👉 [insert link]. We hope you’re able to find the answer(s) you need there!

If this is about [insert urgent/time-sensitive topic], please send us an email at and we’ll respond as soon as we can.
Otherwise, we’ll get back to you when we’re back on [insert date]! 

Now if you don’t mind us, we’ll be heading off to our spa session now… 

TEMPLATE #2 [Closed for festivities]
Hello! 👋 Thank you for your message. 💌
We’re currently away for [insert event – Christmas, the summer holidays, etc.]. 😉

You may still shop on [insert business name] at [insert business URL]. However, note that deliveries will be delayed as we can only get to them after we return on [insert date]. 📅

But rest assured, any orders placed will be mailed out within [insert number] working days.

In the meantime, if you have specific questions regarding our business, here’s our FAQ page 👉 [insert link]. We hope you’re able to find the answer(s) you need there!

If this is about [insert urgent/time-sensitive topic], please send us an email at and we’ll respond as soon as we can.

Otherwise, we’ll get back to you when we’re back on [insert date]! 
[Event-related sign-off – Happy Holidays! Have a great summer!]

TEMPLATE #3 [Outside of business hours]
Hello! 👋 Thank you for your message. 💌
Our store business hours are between [insert start time] and [insert end time and time zone].

If you have specific questions regarding our business or [insert specific topics], here’s our FAQ page 👉 [insert link]. We hope you’re able to find the answer(s) you need there!

Otherwise, we will get back to you first thing tomorrow morning. 🌞

WhatsApp Status Templates


WhatsApp Message Templates For Ecommerce


WhatsApp introduced WhatsApp Status in 2017, and it works very similarly to Instagram Stories, which you may be more familiar with. Users publish a post that’s only visible for 24 hours, after which it’s automatically deleted. 


These posts can take the form of a video, photo, text, GIFs, and more.

Though technically not a message in the sense that it’s sent from one user to another via a private chat, WhatsApp Status serves the same purpose – it gets a statement across and can be a useful tool for ecommerce businesses to be used on WhatsApp.


However, it’s important to note that the nature of WhatsApp Status is different from a regular WhatsApp message. Unlike a regular WhatsApp message, contacts do not receive notifications regarding changes or updates to a WhatsApp Status.


This means that you shouldn’t post important business updates on your WhatsApp Status. (Well, you can. But make sure to also communicate these updates through other channels like email, social media, and on your ecommerce website.) 


Instead, you can use WhatsApp Status to have a little fun, inject some personality into your ecommerce business, and get closer to your customers. After all, authenticity and personality rank among the most important purchase factors among consumers.


Here are some occasions you could use WhatsApp Status and some fun examples and templates.


Behind-the-Scenes Template for WhatsApp Status

Behind-the-scenes shots work particularly well for small ecommerce businesses selling handcrafted products.


In this template, you’ll upload a video/photo of you or your employees working to show your customers a behind-the-scenes shot of the work that goes into crafting your products.


TEMPLATE #1 [Production process]
Ever wondered how our [insert product name] is created? It’s not as straightforward as it seems! Check it out! 😄
[Insert image/video of the production process]

TEMPLATE #2 [Workplace setup]
Have had to reorganize and move things around to make space for [insert object – new furniture, work tool, raw materials, etc.]. What do you think of this setup? 🤔

Business Owner Mood Status Updates

This is exactly as it sounds. A WhatsApp Status can also be used to post mood updates by you, the business owner. It’s as simple as talking about how you’re feeling today, what you hope to accomplish, what you managed to accomplish – much like a diary.


Now, this may seem rather private – and it’s totally up to you to decide just what and how much you want to reveal about how you’re feeling.


However, keep in mind that getting a little real and personal with customers is a great way to bond with them and form a more genuine relationship, which does wonders to boost and retain sales.


It also doesn’t necessarily need to be a positive post because – let’s face it – we all have our bad days, too. And showing this vulnerability and human side of you makes you more relatable to your customers.


TEMPLATE #1 [Start of the day]
Woke up on the right side of the bed today! 🛏️ Got my morning yoga done, coffee ready, and am feeling particularly motivated! 🧘 Let’s get productive! 💪

[Insert image/video of your yoga exercise/work set up]

TEMPLATE #2 [End of the day]
Didn’t quite finish what I planned to do today. 😔 Here’s to hope tomorrow will be more productive. 🤞

[Insert image/video of work that still needs to be done]

Motivational or Inspirational Status Updates

On days where you can’t think of anything particularly interesting to publish on your WhatsApp Status, why not just post something inspirational? These are always great to lift spirits!


We won’t be providing a template here as it’s as straightforward as copying and pasting a quote you particularly like and either posting it as a simple text post or accompanied by an image/video.


Just don’t forget to give credit where credit’s due!


WhatsApp Business Messages on API



While these WhatsApp message templates can be used for both the free WhatsApp Business app and the API version (as briefly mentioned earlier) the API offers more possibilities for customization.


How to get set up will depend on the WhatsApp Business Service Provider (BSP) you use to acquire access to the API as each BSP will have its interface.


WATI is an authorized WhatsApp BSP and can help you get set up with the WhatsApp Business API.

You can sign up for a free trial here with us or simply get in touch to find out more about how we can help you.

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