Your customers already read WhatsApp, and most of them never answer a call from an unknown number. A short WhatsApp message at the right moment means fewer “where is my job?” calls, more repeat work and AMC renewals that don’t slip. Here are eight message templates you can copy and adapt.
Before you start: the rules that matter
- Only message people who gave you their number for this. Customers who booked a repair with you are fine for job updates. For offers, ask first (“Can we send you service reminders and offers on WhatsApp?”).
- Make it easy to stop. Add “Reply STOP to opt out” to promotional messages, and respect it.
- For bulk messages, use the WhatsApp Business Platform (the official API) rather than broadcast lists or unofficial tools, which can get your number banned. On the platform each message starts from a template approved by Meta, in one of two main categories: utility (job updates, reminders) and marketing (offers). Utility messages are cheaper and get approved more easily, so don’t mix an offer into a job update.
- Use your business name and keep it short. One message, one purpose.
In the templates below, {{1}}, {{2}} and so on are the placeholders WhatsApp templates use for names, numbers and dates.
Job updates (utility)
1. Complaint received
Hi {{1}}, we’ve received your service request for your {{2}}. Your complaint number is {{3}}. Our technician will contact you by {{4}}. – {{5}} Service
2. Technician on the way
Hi {{1}}, our technician {{2}} is on the way for complaint {{3}} and should reach you by {{4}}. You can call them on {{5}}.
3. Waiting for parts
Hi {{1}}, the part needed for your {{2}} (complaint {{3}}) has been ordered. We expect it by {{4}} and will update you as soon as it arrives.
4. Job ready for pickup
Good news, {{1}}! Your {{2}} is repaired and ready for pickup (complaint {{3}}). Amount due: ₹{{4}}. We’re open {{5}}.
5. Payment reminder
Hi {{1}}, a gentle reminder that ₹{{2}} is pending for the service of your {{3}} on {{4}} (invoice {{5}}). Please ignore this if you’ve already paid.
Reminders and offers (marketing)
6. Periodic service reminder
Hi {{1}}, it’s been {{2}} months since your {{3}} was last serviced. Regular servicing keeps it running well and avoids costly repairs. Reply YES and we’ll book a visit. Reply STOP to opt out.
7. AMC renewal
Hi {{1}}, your annual maintenance contract for your {{2}} ends on {{3}}. Renew before then to keep free service visits and priority support. Reply RENEW and we’ll call you. Reply STOP to opt out.
8. Seasonal offer
Summer is coming, {{1}}! Get your AC serviced before the rush: ₹{{2}} off on service booked before {{3}}. Reply BOOK to schedule. Reply STOP to opt out.
When to send what
| Moment | Message |
|---|---|
| As soon as the complaint is logged | 1. Complaint received |
| When the technician leaves | 2. On the way |
| When a job is delayed | 3. Waiting for parts |
| When the job is done | 4. Ready for pickup |
| 3–7 days after an unpaid bill | 5. Payment reminder |
| 3, 6 or 12 months after a service | 6. Service reminder |
| 30 and 7 days before an AMC ends | 7. AMC renewal |
| Before your busy season | 8. Seasonal offer |
Measure what works
Sending is half the job. Look at how many messages were delivered and read, and how many customers replied or booked. A reminder that 60% of customers read but nobody acts on needs a clearer call to action. A template with lots of failures usually has bad phone numbers behind it.
Send these from your complaint list
Nova RCMS connects to the official WhatsApp Business Platform. Build a customer list from your complaints (for example, customers with an AC complaint whose last complaint was more than 180 days ago), pick an approved template, and send a campaign. Opt-outs are handled for you, and the engagement report shows what was delivered, read and failed. Read how it works in the WhatsApp campaigns guide.