A useful order notification tells the customer what changed and what to do next. Order confirmation and collection readiness are different events, so give each its own WhatsApp template. That makes it easier for the team to choose accurate wording and avoid telling someone an unfinished order is ready.
The examples below use a fictional business, Example Workshop, and invented order reference EX-104. Replace all sample values before sending to customers.
Prepare the account and source details
You need template management access and a connected WhatsApp business account. Sending later requires an available number associated with that account and the relevant sending permission. Check existing templates in Message Templates before creating another version.
Decide which order record supplies each value. A customer's name, order reference, collection location and opening hours should come from checked records. A template is reusable wording; creating it does not install an automatic order-status notification or connect it to your catalogue's status changes.
Choose the language your recipients understand and keep each language version separately reviewed. Select the category that matches the message's purpose in the builder. The provider reviews the submission; choosing a category does not guarantee approval.
Write two clear messages
For an order confirmation:
Hello {{1}}, Example Workshop has received order {{2}}. We will message you when it is ready. Please reply if any details need correcting.
For a collection-ready update:
Hello {{1}}, order {{2}} is ready for collection at {{3}}. Collection hours are {{4}}. Please bring your order reference.
Keep claims accurate. “Received” should not imply that payment was confirmed, production finished or stock was reserved unless that is what your business record establishes. Likewise, send “ready for collection” only after someone has checked readiness and the correct location.
Use a simple mapping sheet before building the second template:
| Position | Meaning | Review example |
|---|---|---|
{{1}} |
Customer name | Example Customer |
{{2}} |
Order reference | EX-104 |
{{3}} |
Collection location | City Centre desk |
{{4}} |
Collection hours | Monday–Friday, 09:00–17:00 |
This sheet records your intended mapping. Numbered placeholders alone do not connect a template to contact custom fields or order data.
Create and submit the template
- Open the library and select New Template.
- In Basics, enter Template name, select WhatsApp account, then choose Category and Language. Use a name that distinguishes confirmation from collection readiness.
- Write Body and use + Variable to insert the numbered positions. Supply realistic Sample values (for review) and inspect Preview.
- Start with a text-only message. Add a Header, Footer or button only when the information improves the customer's next step. For a website or phone button, verify its actual destination as well as its label.
- Read the complete preview, including punctuation around variables. Select Create & submit when ready. This queues provider submission; it does not send an order notification to customers.
- Open the template details and check WhatsApp Status. Use Sync Now when you need an updated result. If it is rejected, read the reported reason before editing. Relevant changes can require another review.
Advanced headers and buttons depend on the provider accepting the particular configuration. A body-only template is a useful first test because there are fewer moving parts to investigate.
Replace sample values before the first send
Open a conversation with a contact you control in Inbox. Confirm the WhatsApp account and choose Use template. Select the approved template, supply the real test values for every required variable, then inspect the received message.
Saved sample values can fill missing sending values. A convincing preview is therefore not proof that EX-104 was retrieved from the customer's order. Check the reference against your source record and deliberately test what happens when a field is absent.
For campaigns, verify that the saved template mapping resolves the intended fields for every recipient. The numbered builder placeholders do not themselves mean name or cf:order_reference. If you cannot establish a working mapping, use reviewed individual Inbox sends until that setup is verified. Never send the sample order reference to a whole group.
Test a long name, a location containing punctuation and a different collection period. Confirm that the message remains readable and that any button opens the correct business destination.
Keep the message tied to the order outcome
Before each live send, verify the order's current state, customer number, language and intended account. Record who handles replies about changing collection arrangements. Receiving an order does not automatically mean a payment succeeded, and a delivered message does not mean the customer collected it.
If the template is unavailable, follow missing WhatsApp template checks. If you need a group send, prepare it with the campaign guide. Use catalogues and customer orders for the records behind the notification.