Messages that belong on a template
- Order confirmed, with the order number and the amount they already paid.
- Shipped, with the carrier and a tracking link.
- Out for delivery, or ready for pickup, with the branch.
- Delivered.
Those are utility if they describe an order the customer placed. “You left something in the cart, here is 20% off” is marketing. It needs its own template, its own opt-in, and it is priced as marketing. Categories are in WhatsApp message templates. Country rates are in WhatsApp API pricing.
Where the reply goes
A tracking template often gets “this is the wrong size.” That reply opens the 24-hour window. Put WhatsApp, Instagram and the website chat in one shared queue so the person who packed the order is not also the only person who can answer.
If WhatsApp does not deliver, send the same status by SMS. Cash-on-delivery reminders and address checks are a common SMS job in Lebanon and Egypt: SMS Lebanon, SMS Egypt, WhatsApp UAE.
FAQ
Is an order-shipped WhatsApp message marketing?
No, when it only reports an order the customer placed. A discount or a product suggestion in the same text makes it marketing.
Can the shop answer Instagram and WhatsApp together?
Yes. BSB OneBox queues Instagram DMs with WhatsApp, so a question about the same order is not split across two logins.
What if the customer has no WhatsApp?
Send the order status by SMS to the mobile number on the order.
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