Updated
Re-engagement, loyalty and referral templates help you keep the customers you already have: win-back check-ins and offers for lapsed buyers, points-expiry reminders and tier upgrades for members, and referral invites for happy customers. All are Marketing templates, so send them only with marketing consent.
Hi Owen, we haven't heard from you in a while and wanted to check in. A lot has changed at Acme since your last visit. Want a quick tour of what's new?
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Show me what's new
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Done! I’ve noted that for you. Anything else I can help with?
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Reply lands inRe-engagement & win-back
Re-engagement templates win back customers who haven’t bought or replied in a while, with a friendly check-in or a time-limited offer. Both are Marketing templates. Send them only to contacts who still have marketing consent, and stop after one or two attempts if there is no response.
A well-timed message can bring a lapsed customer back, while a careless one gets you blocked. These templates either offer a reason to return or simply ask whether the customer wants to hear what’s new.
win_back_offer · en_US
WhatsApp message preview:
Hi Luna, it's been a while! We've missed you at Brightside. Here's 20% off your next order to welcome you back, valid for 7 days.
Reply STOP to opt out
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Tip: Only send to contacts who opted in to promotions; lapsed customers who never opted in are the most likely to block you.
we_miss_you · en_US
WhatsApp message preview:
Hi Owen, we haven't heard from you in a while and wanted to check in. A lot has changed at Acme since your last visit. Want a quick tour of what's new?
10:24
Tip: Retarget "Maybe later" replies in a month instead of immediately; persistence without a pause hurts your quality rating.
Only message lapsed customers who opted in to WhatsApp marketing; people who never opted in are the most likely to report you.
Try a conversational check-in before a discount, and save the offer for those who reply.
Respect “Maybe later”: wait a month before trying again, and stop entirely after a STOP reply.
Ask why they left with quick replies (price, quality, no longer needed) and use the answers before discounting.
Remove contacts who ignore two win-back messages from future marketing to protect your quality rating.
Pause the campaign, check your audience and wording, and send to a smaller, more recent segment next time. Blocks and reports lower your number’s quality rating.
Loyalty & referrals
Loyalty and referral templates remind members about points before they expire, celebrate tier upgrades and invite customers to refer friends. All three are Marketing templates in this library. They work best when the reward is concrete and personal: the member’s own points balance, tier name or referral link.
Loyalty members are your most engaged audience. Remind them about points before they expire, celebrate tier upgrades the moment they happen and invite them to refer friends.
loyalty_points_reminder · en_US
WhatsApp message preview:
Hi Nora, you have 1,250 points in your rewards account, worth $12.50 off your next purchase. Points expire on June 30, so don't let them go to waste!
Reply STOP to opt out
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Tip: Because it nudges a purchase, a points reminder is Marketing; a plain balance statement without a call to redeem may qualify as Utility.
loyalty_tier_upgrade · en_US
WhatsApp message preview:
Congratulations, Ellie! You've reached Gold status. From now on you'll enjoy free express shipping on every order.
Reply STOP to opt out
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Tip: Celebrate milestones right when they happen; a tier upgrade is one of the few promotional messages customers are glad to get.
referral_invite · en_US
WhatsApp message preview:
Hi Caleb, enjoying Brightside? Share it with a friend! When they place their first order with your link, you both get $15 off.
Reply STOP to opt out
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Tip: Send to customers who rated you highly in a feedback broadcast; happy customers refer far more often.
Trigger tier-upgrade messages right when the milestone happens; celebration is more effective than a monthly summary.
Send points-expiry reminders about two weeks before expiry, with the value in currency, not just points.
Invite customers who gave you a high rating to refer a friend; they are the most likely to do it.
Personalize with variables (points, value, expiry date) instead of generic program news.
Make sure your referral terms are on a public page and link to them from the template.
Yes. Make the link or referral code a variable and fill it per contact from your contact fields when you send the broadcast.
A plain balance or expiry notice for an existing member can sometimes qualify, but anything that encourages a purchase is Marketing. Meta decides the category when it reviews the template.
Store each customer’s referral link or code on the contact and insert it with a body variable, so every recipient sees their own.
| Template | Meta category | When to send | Variables (example values) |
|---|---|---|---|
| Win-back offer | Marketing | A week after the check-in | {{1}} Luna · {{2}} Brightside · {{3}} 20% |
| We miss you check-in | Marketing | After 1–2 missed cycles | {{1}} Owen · {{2}} Acme |
| Loyalty points reminder | Marketing | 30 and 7 days before expiry | {{1}} Nora · {{2}} 1,250 · {{3}} $12.50 · {{4}} June 30 |
| Loyalty tier upgrade | Marketing | Day of upgrade | {{1}} Ellie · {{2}} Gold · {{3}} free express shipping |
| Refer a friend | Marketing | After a repeat purchase | {{1}} Caleb · {{2}} Brightside · {{3}} $15 off |
Categories follow Meta’s message template documentation; Meta assigns the final category when it reviews each template, and charges per its pricing documentation.
Practical answers about Retention messages on WhatsApp.
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