WhatsApp for Business logo
Get startedDownload app

Conversation categories

Utility conversations

During the purchase process and post-conversion, use these messages to efficiently deliver relevant account or order information, updates, and reminders to customers.

Utility conversations on WhatsApp keep customers informed with timely updates during the purchase process and after conversion, ensuring a positive customer experience throughout the journey.

Drive growth

by keeping customer informed and minimizing friction

Facilitate orders

by providing prompt, actionable support and updates

Retain customers

by providing convenient post-sale assistance

____

Boost performance and ROI

  • With an immediate channel that offers proven read and response rates and rich interactions that drive quality engagement
  • By keeping customers informed to reduce inbound inquiries while also giving them a convenient two-way communication channel
A smiling woman behind a service counter, holding a tablet
A smiling man sitting at a counter looking at his phone

____

Enhance customer experience

  • By connecting with customers on their preferred channel, which has shown to increase customer satisfaction and retention
  • To differentiate your brand from competitors and drive growth

____

Drive results across customer journeys

  • With a single thread for multiple types of engagement and by driving customer adoption of the channel
  • By deepening WhatsApp-driven relationships with customers to encourage opt-ins for other types of WhatsApp conversations, including marketing messages
A man and woman sitting in an office, talking to each other

Use utility messages when the message must reach your customer on-time, drive engagement, and deliver a positive experience.

Confirm when a customer opts in or opts out of WhatsApp messages from your business.

  • Provide transparency about privacy choices to enhance the customer experience
  • Reduce opt-outs by reinforcing the value of utility messages
Example of a user opting in to receive updates

Send automated and detailed messages that confirm, update, or cancel a customer order or transaction.

  • Lower costs by reducing inbound inquiries about orders
  • Keep customers informed and reduce friction around order changes to improve customer satisfaction
  • Reduce missed deliveries to boost fulfillment rates
Example of a user receiving updates about an order

Send important account or product updates, safety information, payment reminders, and other time-sensitive information related to a past purchase or subscription.

  • Reduce late payments and increase topline revenue
  • Increase customer satisfaction by simplifying the payment experience
  • Lower costs by reducing inbound inquiries around payments and account issues
Example of a user receiving an acount alert

Gather customer feedback on orders, services, or customer experience.

  • Increase feedback response rates to gain maximum insights
  • Use immediate post-event messages to collect granular feedback related to specific experiences
Example of a user being asked to provide feedback on their experience

Pick up a conversation started by the customer on another channel, like email or your chatbot.

  • Reduce costs by rerouting expensive calls to a more efficient channel
  • Promote customer adoption of your most cost-effective channel
Example of a business continuing a conversation on WhatsApp
Example of a user opting in to receive updates

Explore additional conversation categories

Marketing
Authentication
Service

Build better customer relationships

WhatsApp Business Platform empowers medium to large businesses to scale customer engagement, boost sales, and create a better customer experience with full-funnel interactions.

Get started

Privacy

Trust & SafetyData PolicyPrivacy ProtectionsTerms and ConditionsBusiness Messaging Policy

Resources

BlogFAQHelp CenterSuccess StoriesResource LibraryCompliance Center
2025 © WhatsApp Business

Select your language

English (US)

Español

Português (Brasil)

Français (France)

Bahasa Indonesia