What are Utility Templates?
Utility templates are pre-approved messages used to send transactional information to customers who have opted in to receive notifications from you. These messages are typically triggered by a specific user action or request, such as a purchase or a sign-up. Unlike marketing messages, utility templates are meant for non-promotional content and focus on providing essential information or updates related to a customer's ongoing transaction or account.
When to Use Utility Templates
Utility templates are ideal for a variety of transactional scenarios, including:
Order Confirmations and Updates: Send automatic notifications about a customer's order status, including confirmation, shipping, and delivery updates.
Appointment Reminders: Help customers remember their upcoming appointments, reservations, or events.
Account and Subscription Alerts: Inform users about important updates to their accounts, such as payment reminders or subscription changes.
Opt-In Confirmations: Confirm a user's subscription to your WhatsApp notifications.
Feedback Surveys: Request feedback from customers after a transaction or interaction.
How to Create a Utility Template in Eazybe
Creating a utility template in Eazybe is a straightforward process. Here’s a step-by-step guide:
Go to the Templates Page: In your Eazybe dashboard, navigate to the Templates section.
Create a New Template: Click the "Create Template" button to start the process.
Fill in the Template Details:
Template Name: Give your template a unique name.
Category: Choose 'Utility' from the dropdown menu.
Language: Select the language of your template.
Compose Your Message:
Header (Optional): You can add a text title, an image, a video, or a document.
Body: Write the main text of your message. Use placeholders like
{{1}},{{2}}to personalise your message with customer-specific information like names, order numbers, or dates.Footer (Optional): Add a short line of text at the bottom of your message.
Add Buttons (Optional): You can add up to two buttons to your message. These can be Quick Replies (e.g., "Yes," "No") or Calls to Action (e.g., "Visit Website," "Call Us").
Submit for Approval: Once you are happy with your template, click "Submit". The template will be sent to Meta for review, which can take anywhere from a few minutes to 24 hours.
You can check the status of your templates (Pending, Approved, or Rejected) in the Message Templates list on your Eazybe dashboard.
Examples of Utility Templates
Here are a few examples of utility templates you can create in Eazybe:
Order Confirmation:
Subject: Your order
{{1}}is confirmed!Body: Hi
{{2}}, thank you for your order. We’ve received it and will let you know when it ships. You can view your order details here:{{3}}Appointment Reminder:
Subject: Appointment Reminder
Body: Hi
{{1}}, this is a reminder for your upcoming appointment on{{2}}at{{3}}. Please let us know if you need to reschedule.Account Alert:
Subject: Important Account Update
Body: Dear
{{1}}, your password for account{{2}}has been successfully changed. If you did not make this change, please contact our support team immediately.
Best Practices and Constraints for Utility Templates
To ensure your utility templates are approved and effective, keep the following guidelines in mind:
Avoid Promotional Content: Utility templates must not contain any marketing or promotional language, such as special offers, discounts, or upselling.
Be Clear and Concise: Your message should be easy to understand and to the point.
Use Placeholders Correctly: Ensure that your placeholders are correctly formatted (e.g.,
{{1}},{{2}}) and used sequentially.Character Limits: Be mindful of character limits for your templates.
Template Re-categorisation: Be aware that Meta may re-categorise a template from 'Utility' to 'Marketing' if it contains mixed content.