WhatsApp Marketing

Create message templates, send order updates, and manage WhatsApp communications.

Overview

WhatsApp is where your customers already are. Omniops lets you reach them there — with order updates, cart recovery messages, and marketing communications — all managed through conversation with Omni. Everything is consent-based and follows Meta's messaging policies, so your business stays in good standing.

Message Templates

WhatsApp requires pre-approved templates for business-initiated messages. Omni helps you create and manage these:

  • "Show me my WhatsApp templates"
  • "Create a new order confirmation template"
  • "What's the approval status of my templates?"

Template Types

You can create templates for different purposes:

  • Order status updates — shipping confirmations, delivery notifications, return updates
  • Cart recovery — reminders for customers who left items behind
  • Manual sends — promotional messages, announcements, seasonal offers

Each template goes through Meta's approval process before it can be used. Omni tracks the status and lets you know when templates are approved, rejected, or need changes.

Sending Messages

Once your templates are approved, sending is simple:

  • "Send an order update to customer X"
  • "Send the shipping notification for order #1234"
  • "Message Sarah about her upcoming appointment"

Omni matches the right template to the situation, fills in the customer-specific details (order number, tracking link, appointment time), and sends. You can also trigger messages manually for one-off communications.

WhatsApp marketing is opt-in only. Customers must consent to receive messages from your business before you can reach them:

  • Consent is tracked per customer
  • Customers can opt out at any time
  • Omni respects opt-out requests automatically
  • No messages are sent to customers who haven't opted in

This protects your customers' preferences and keeps your WhatsApp Business account in good standing with Meta.

Message Logs and Delivery Tracking

Keep track of what's been sent and whether it was received:

  • "Show me recent WhatsApp messages"
  • "Did Sarah receive the shipping update?"
  • "How many WhatsApp messages did we send this week?"

Omni logs every message with delivery status — sent, delivered, read, or failed — so you always know what reached your customers and what didn't.

Template Approval Process

Meta reviews every template before it can be used. Here's what to expect:

  1. Create — write your template through Omni or the dashboard
  2. Submit — Omni sends it to Meta for review
  3. Review — Meta typically responds within minutes to a few hours
  4. Approved — the template is ready to use
  5. Rejected — Omni shows you the reason so you can adjust and resubmit

Common reasons for rejection include promotional language in transactional templates, missing required elements, or content that doesn't match the template category. Omni helps you get it right.

Real Scenarios

A customer orders on Monday. On Wednesday, they get a WhatsApp message with their shipping update. They reply "Thanks!" — and that reply appears in your conversation dashboard.

You create an abandoned cart template. Two days later, a customer who left items in their basket gets a gentle WhatsApp nudge with a link back to their cart.

What You Can Ask

  • "Show me my WhatsApp templates"
  • "Create a new order update template"
  • "Send an order update to customer X"
  • "What's the approval status of my templates?"
  • "How many WhatsApp messages did we send this week?"
  • "Did the delivery notification reach Sarah?"
  • "Show me message delivery stats for this month"