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WhatsApp Templates · BPO and Call Centres

WhatsApp message templates for BPO and call centres

BPO and call centres need six WhatsApp templates: four utility messages for appointment confirmations, case updates, callback windows and payment or refund notices, one marketing template for an upsell to opted-in customers, and one authentication template for portal or self-service logins. Utility messaging dominates because every send follows a customer interaction.

Call centres pay twice when a customer misses a callback or forgets to send documents — once for the call and once for the retry. WhatsApp confirmations and case updates cut repeat contacts and give customers a written trail. Because customers often reply, the channel also doubles as a low-cost follow-up queue.

Appointment confirmation

Utility

Send it when: a customer books a service slot

Hi {{1}}, your {{2}} appointment is confirmed for {{3}}. Reference {{4}}. Reply RESCHEDULE if the time no longer works.

Case status update

Utility

Send it when: a ticket changes stage

Hi {{1}}, ticket {{2}} has moved to {{3}}. Expected resolution: {{4}}. Reply here to add details to your case.

Callback window

Utility

Send it when: an agent will call at a set time

Hi {{1}}, we will call you about {{2}} today between {{3}}. Reply with a better time if needed. Reference {{4}}.

Payment or refund update

Utility

Send it when: a payment or refund is processed

Hi {{1}}, your {{2}} for {{3}} is now {{4}}. Reference {{5}}. Contact us here with any questions.

Service upsell

Marketing

Send it when: offering an extra service to opted-in customers

Hi {{1}}, customers on {{2}} often add {{3}} to save time. Would you like us to explain it in a quick call? Reply YES and we will arrange it.

Self-service portal code

Authentication

Send it when: a customer logs into self-service

{{1}} is your one-time code for the {{2}} account portal. It expires in {{3}} minutes. Do not share it.

How the category changes what you pay

  • Every template is submitted under one category, and Meta assigns the final one in review. A utility template that reads like a promotion can be reclassified as marketing, which changes both the rate and the opt-in requirement.
  • Since 1 October 2026, service messages are charged per delivered message after the first 1,000 free service messages per business phone number per month. The allowance does not roll over and there are no volume tiers.
  • Inbound messages are free, and a customer-initiated message opens the 24-hour customer service window. Anything you start outside that window needs an approved template.

BPO and Call Centres on WhatsApp: common questions

Templates for other industries

IT Staffing and Services6 templatesBanks and Credit Unions6 templatesFintech and Payment Providers6 templates

Send these from your own number, with a team behind it

BNex runs the official Meta WhatsApp Cloud API with a shared inbox, campaign broadcasts and a visual flow builder. Connect a number, submit these templates, and start on the free plan — no credit card.

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