Updated
SaaS WhatsApp templates cover the customer lifecycle: account created, onboarding check-ins, trial ending, feature announcements, renewals, failed payments, usage limits and security alerts. Lifecycle and billing notices are mostly Utility; onboarding and announcements are Marketing. Replies go to your support or success team in Slack or Teams.
Hi Ivy, your Acme free trial ends on March 14. Choose a plan to keep your data and settings, or reply here if you'd like more time to evaluate.
Reply STOP to opt out
9:00
Thanks, that’s really helpful!
9:03 ✓✓
You’re welcome! Reply here any time if you need us.
9:03
Reply lands inFrom the first sign-in to the renewal, WhatsApp reaches users who ignore product emails. These templates cover onboarding, trials, billing, usage and security, clearly split into Marketing, Utility and Authentication.
trial_ending · en_US
WhatsApp message preview:
Hi Ivy, your Acme free trial ends on March 14. Choose a plan to keep your data and settings, or reply here if you'd like more time to evaluate.
Reply STOP to opt out
10:24
Tip: Send two or three days before the trial ends and route replies to sales so questions turn into conversations.
feature_announcement · en_US
WhatsApp message preview:
Hi Max, we just shipped scheduled reports in Acme. It's available on your account now. Reply here if you'd like a quick walkthrough.
Reply STOP to opt out
10:24
Tip: Announce features only to the people they matter to, for example a segment of contacts with a matching tag.
These live in other collections; open one to see the full message, buttons and tips.
Hi {{1}}, your {{2}} account has been created. If you didn't create this account, reply…
Hi {{1}}, it's been a few days since you started with {{2}}. How is it going so far? Our…
Hi {{1}}, your {{2}} subscription will renew automatically on {{3}} for {{4}}. No action…
Hi {{1}}, we couldn't process the payment for your {{2}} subscription. Please update your…
Hi {{1}}, your support request {{2}} has been marked as resolved. Did we fully answer…
Hi {{1}}, we haven't heard from you in a while and wanted to check in. A lot has changed…
Hi {{1}}, join our free live webinar "{{2}}" on {{3}}. You'll get practical tips and a…
{{1}} is your verification code. For your security, do not share this code.
Hi {{1}}, we noticed a new sign-in to your {{2}} account from {{3}} on {{4}}. If this was…
Hi {{1}}, your {{2}} workspace has used {{3}} of its monthly {{4}} allowance. Usage…
| Template | Meta category | When to send | Variables (example values) |
|---|---|---|---|
| Account created | Utility | Immediately at sign-up | {{1}} Jordan · {{2}} Acme |
| Onboarding check-in | Marketing | Day 3–5 | {{1}} Morgan · {{2}} Acme |
| Subscription renewal notice | Utility | 7 days before renewal | {{1}} Ava · {{2}} Pro · {{3}} April 1 · {{4}} $99.00 |
| Payment failed | Utility | Within an hour of decline | {{1}} Elijah · {{2}} Acme Pro · {{3}} March 10 |
| Support request resolved | Utility | When the ticket closes | {{1}} Aria · {{2}} #4821 |
| We miss you check-in | Marketing | After 1–2 missed cycles | {{1}} Owen · {{2}} Acme |
| Webinar invitation | Marketing | 2–3 weeks before | {{1}} Victoria · {{2}} Winning back lost customers · {{3}} Thursday at 1 PM ET |
| Sign-in verification code | Authentication | Instantly on request | {{1}} 482913 |
| New sign-in alert | Utility | Instantly | {{1}} Isaac · {{2}} Acme · {{3}} Chrome on Windows · {{4}} March 3 at 9:41 AM |
| Usage limit alert | Utility | At 80% and 100% | {{1}} Adam · {{2}} Acme · {{3}} 80% · {{4}} API call · {{5}} April 1 |
| Free trial ending | Marketing | 3 days and 1 day before | {{1}} Ivy · {{2}} Acme · {{3}} March 14 |
| New feature announcement | Marketing | Tue–Thu mid-morning | {{1}} Max · {{2}} scheduled reports · {{3}} Acme |
Categories follow Meta’s message template documentation; Meta assigns the final category when it reviews each template, and charges per its pricing documentation.
Use Utility templates for account events (renewals, failed payments, usage alerts) and keep upgrade pitches in separate Marketing messages.
Route replies to customer success in Slack or Microsoft Teams so a real person picks up onboarding questions.
Use an Authentication template for sign-in codes with an SMS fallback for users without WhatsApp.
Send billing and security notices to admins only; end users rarely need them.
Pair WhatsApp with email for invoices and receipts so finance teams keep a record.
Practical answers about SaaS on WhatsApp.
Lifecycle collections for SaaS teams:
Message your users on WhatsApp and let customer success reply from Slack or Teams, with AI handling the routine questions.
No credit card required • Meta message fees billed separately by Meta
