4 Templates for WhatsApp Business Messaging

WhatsApp Business has become one of the most powerful and accessible tools for business-to-customer communication. With over two billion users globally, the platform offers incredible reach, high engagement, and real-time interaction, making it a must-have for brands looking to connect meaningfully with their audience.

WhatsApp messaging templates allow businesses to send structured messages to customers at scale. These templates fall into four key categories: Marketing, Transactional, Customer Service, and Authentication. Each serves a unique purpose, comes with its own pricing tier, and plays a vital role in different stages of the customer journey.

Whether you're wondering how to utilise WhatsApp Business for product promotions or delivery updates, choosing the right WhatsApp business message templates is the first step to a successful strategy.

Let’s break down each one, and how it can be applied across industries.

1. Marketing promotions

WhatsApp Business templates for marketing are designed to drive engagement, conversions, and brand awareness. These templates allow you to send promotional content such as special offers, discounts, new product launches, or event invites to opted-in customers.

Use Cases:

• Retail and E-commerce: Flash sales, seasonal offers, or back-in-stock alerts.

• Hospitality: Early-bird booking offers or exclusive travel deals.

• Health and Wellness: Appointment deals or class package promotions.

Benefits:

• Higher open rates than email.

• Personalised, opt-in messaging.

• Rich media support (images, videos, buttons).

Note: Marketing templates are typically priced higher due to their promotional nature and the opportunity they offer for direct revenue generation.

2. Transactional messages

Transactional templates are used for post-purchase or post-engagement messages. These are non-promotional in nature and provide critical updates such as payment confirmations, invoices, or account notifications.

Use Cases:

The key use cases for transactional messages is:

• Finance: Payment confirmations or fraud alerts.

• E-commerce: Order confirmations and receipts.

• Education: Enrollment acknowledgements or fee status updates.

Benefits:

The benefits of using this template:

• Increases customer confidence.

• Reduces support requests.

• Keeps communication clear and timely.

Transactional messages are priced lower than marketing templates and are essential for providing a frictionless customer experience.

3. Customer service messages

Customer service templates enable two-way conversations once a customer has initiated contact. These are ideal for live support, FAQs, appointment rescheduling, or product-related queries.

Use Cases:

• Healthcare: Rescheduling appointments or sending test result updates.

• Logistics: Responding to delivery status enquiries.

• Telecom: Troubleshooting connection issues or plan queries.

Benefits:

• Supports real-time problem resolution.

• Builds stronger customer relationships.

• Enables ongoing communication within the 24-hour support window.

This template category is essential for businesses prioritising customer satisfaction and retention.

4. Authentication

Authentication templates are a critical component for securing customer accounts and verifying identity in real-time. These templates are designed specifically for scenarios where businesses need to confirm a user's identity using a one-time passcode (OTP). Unlike promotional or utility messages, authentication templates are strictly non-promotional and must adhere to clear formatting rules for OTP delivery.

Use Cases:

• Finance and Banking: Verifying logins, initiating secure transactions, or authorising payments.

• E-commerce & Online Platforms: Account sign-ups, password resets, and 2FA (two-factor authentication).

• Healthcare & Insurance: Secure access to personal health records or policy information.

Benefits:

• Real-time security: Fast delivery of time-sensitive credentials.

• Frictionless experience: Enables seamless customer verification.

• High reliability: Delivered on a trusted, encrypted platform.

Important Note: Due to the sensitive nature of authentication messages, WhatsApp requires strict compliance with formatting and use. Templates that do not meet authentication guidelines may be rejected or reclassified.

Choosing the right WhatsApp Business Template

Each WhatsApp business template type is designed to meet a specific business objective. Whether you want to boost conversions through marketing promotions or offer seamless support with customer service templates, the key is to match the message type to your communication goals.

By leveraging the right combination of templates, you can:

• Personalise communication at scale.

• Increase engagement across the buyer journey.

• Improve post-purchase satisfaction.

• Automate key updates without losing the human touch.

If you're not sure where to begin, check out our comparison of WhatsApp Business vs WhatsApp to better understand which platform is right for your business needs.

Start building with WhatsApp messaging templates

At Kudosity, we help businesses of all sizes unlock WhatsApp Business's full potential. From setting up your templates to managing compliance and delivering high-performance campaigns, our team supports you every step of the way.

Whether you're in retail, healthcare, logistics, finance, or professional services, we’ll help you choose the right templates to streamline your customer communications and drive better results. Explore WhatsApp Messaging Solutions or get in touch with us to get started today.

How can I get started with RCS Business Messaging?

At Kudosity, we make it easy to unlock the benefits of RCS for business, from strategy to execution. Whether you’re running high-volume campaigns or setting up transactional messaging, we provide:

• Guided RCS onboarding and message design.

• Verified business setup and compliance handling.

• Access to templates, carousels, branded buttons, and more.

• Ongoing support and analytics tools to monitor results.

• Integration across SMS, MMS, and RCS from a single platform.

RCS may still be gaining ground but smart brands are planning ahead, gaining early traction, and preparing for its inevitable dominance.

Start your RCS journey with Kudosity

Looking to elevate your communication strategy and create messaging that truly connects? Explore Kudosity’s RCS Messaging Solutions to see how rich, branded conversations can elevate your customer experience and drive better business outcomes.

Want to understand how recent changes—like Apple’s adoption of RCS, could impact your marketing strategy? Check out What Apple’s RCS Release Means for Marketers for expert insights.

What is an RCS message? It’s more than just the next step in mobile communication, it’s your opportunity to lead the way in interactive, intelligent customer engagement. Let Kudosity help you uncover its full potential.