Glossary
A template for transactional updates tied to a specific customer action, like order or account notifications.
A utility template is a WhatsApp message template in the Utility category, used to send information directly related to a transaction or action the customer has taken. Common examples include order confirmations, shipping updates, payment receipts, appointment reminders, and account alerts.
Utility messages must relate to an existing relationship and a specific event — they cannot contain promotional content, or Meta may recategorize them as marketing. They are generally priced lower than marketing templates because they deliver expected, useful information.
When a customer replies to a utility message, a service window opens, allowing free-form support without further template costs.
Utility templates deliver the expected transactional messages customers value, at lower cost than marketing — ideal for order and account updates.
Defuser AI sends utility templates for order tracking, confirmations, and reminders, with native Shopify data on your WhatsApp Business API.
A template for transactional updates tied to a specific customer action, like order or account notifications.
Utility templates deliver the expected transactional messages customers value, at lower cost than marketing — ideal for order and account updates.
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