Tone
Formal or casual? These templates sit in the middle. If the tone shifts even within one message, the whole thing reads as copy-and-paste.
Templates and checklist
Copy-and-paste DM templates and a pre-launch checklist
Ready-made wording for greetings, pricing, shipping, bookings, out-of-hours notices and handovers — and underneath, the 18 things to tick off before your first flow goes live.
Free to use • Remember to make them sound like you
Don't ship a template unchanged
What follows is a skeleton. There are four places you should always intervene.
The time promise
“As soon as possible” says nothing. Write a range you can actually keep: “within 2 hours on weekdays, next business day at weekends”.
One next step
End every message with a single clear next move: a question, a button or a link. Messages that point two ways go unanswered.
Consent wording
In any flow that sends promotional messages, say how consent was obtained and how to opt out. That is both a legal and a trust matter.
The templates
Replace anything in square brackets with your own details. In an automation tool most of these can be filled by a placeholder (the person's name, the order number).
1. First-message greeting (Instagram)
Hi! 👋 Thanks for writing to [Brand]. So I can help faster — which one is it? • Products and pricing • Orders and shipping • Something else
2. First-message greeting (WhatsApp)
Hello, this is [Brand] support. We've got your message. On weekdays, 9am-6pm, we reply within about [30 minutes]. What's it about? 1) An order 2) Product info 3) A return
3. Answering a price question
[Product] is currently [£49]. You can see stock and sizes here: [link] Which size were you thinking? If you're unsure, send your height and weight and I'll suggest one.
4. Comment to DM (keyword campaign)
Thanks for your comment! Here's the [catalogue] you asked for: [link] If anything's unclear, just reply here — I'm around.
5. Order and shipping status
[Name], order [12345] is on its way with [carrier]. Tracking number: [TR123456789] Estimated delivery: [2 business days]
6. Out-of-hours greeting
We're outside working hours right now. Your message is in — we'll pick it up first thing [at 9am on weekdays]. If it's urgent, you can reach us on [phone / email].
7. Collecting a booking
Let me take two details for the booking:
- Which day works? 2) Morning or afternoon? Here's our availability: [link]
8. Handing over to a person
I'm passing this to a colleague — they'll write to you in a few minutes. No need to close the chat, we'll carry on right here.
9. Out-of-stock notice
[Product] is out of stock at the moment. Would you like me to let you know when it's back? Just reply “yes” — I'll send exactly one message, only for this product.
10. Cart reminder (inside the window)
You've still got [2 items] in your basket. Did something go wrong — can I help? If it's a question about sizing or delivery, ask away here.
11. Returns and exchanges
You have [14 days] from delivery to return an item. If it's unworn with the tag on, you can open a return at [link]. Carrier code: [CODE]
12. Campaign announcement (to a consented list)
[Name], you previously agreed to receive campaign updates from us. [Campaign] runs until [date]: [link] If you'd rather not get these, reply “STOP”.
13. Asking for a review
Your [product] order has been delivered. How did it go? A short review would mean a lot to us: [link]
14. Closing an unanswered conversation
I haven't heard back, so I'll close this for now. If a question comes up later just write here — I can see the history, you won't have to explain again.
15. Wrong number / unrelated message
I think that message reached us by mistake. If there's anything I can help with though, do write.
16. Queue notice during a rush
It's busy right now and your message is in the queue. Estimated wait: [20 minutes]. If you'd rather not wait, you can check your order status yourself at [link].
The pre-launch checklist
Work through these 18 points before you switch on your first automation. Most problems are caught here rather than after go-live.
Setup
- The account is connected through the official route; no password was shared.
- The Instagram account is a business or creator account and messaging access is granted.
- The WhatsApp number is verified and the display name and profile are filled in.
- Panel permissions are set, so channel settings are not open to everyone.
Flow logic
- The flow starts from a single trigger; the same keyword does not start two flows at once.
- Every button has an exit; there are no dangling connections.
- Every step that waits for a reply has a timeout and a “no answer” path.
- Waits, added up from the person's last message, stay under 23 hours.
- The re-entry rule is chosen: every time, once a day, or once only?
- No infinite loop: the flow does not circle back and resend the same message.
Wording
- Every message ends with one clear next step.
- The time promise is realistic and matches your working hours.
- Message lengths fit the channel limit (Instagram counts bytes, so Turkish characters and emoji take extra room).
- You have decided what a placeholder shows when it is empty, so nobody gets “Hello ,”.
Legal and human
- For promotional messages, the consent record exists and the opt-out is written into the message.
- Steps that collect personal data link to your privacy notice.
- Automation is set to fall silent as soon as an agent starts typing.
- You ran at least three different paths end to end in the simulator (positive, negative, and no answer at all).
What to watch in the first week
After launch, track four numbers for seven days: how many conversations entered the flow, what share dropped at the first step, what share were handed to a person, and how many messages were skipped as “outside the window”. Together those four nearly always point at where the flow is stuck. For the detail, see automation funnel metrics.
About the templates
Can I use these exactly as they are?
You can — they are free and require no attribution. But wording copied verbatim starts to look identical everywhere after a while; at minimum, rewrite the greeting and the closing lines in your own voice.
Can I submit these for WhatsApp template approval?
Any message that will land outside the window has to go through Meta's template approval. Templates 5, 12 and 13 here are written for that purpose; fill the variable fields with sample values and submit under the right category (utility or marketing). The approval steps are covered in the [template approval guide](/en/blog/whatsapp-template-approval-guide).
Can I print the checklist for my team?
Yes. Printing the page from your browser gives you the list as it is. Handing it out is a practical way to have two people work through it independently before you publish.
Should I use emoji in these messages?
Used sparingly they soften a conversation; one in every sentence makes the message read like an advert. A workable limit: at most one emoji per message, and only in greetings or confirmations. Remember that on Instagram emoji eat extra room against the message length limit.
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