Utility Messages: Use Cases

Key use cases across industries:

As markets across India, the Middle East, Latin America, South Africa, and Indonesia continue to digitally transform, WhatsApp utility messages are essential for business communications. Here are some key use cases of utility messages across industries:

Transactional notifications

• Order confirmations with details and invoices

• Payment receipts and transaction summaries

• Booking confirmations for events, appointments, or reservations

Appointment reminders

• Healthcare appointment reminders with option to reschedule

• Service appointment confirmations with technician information

• Meeting reminders with join links or location details

Service updates

• Subscription renewal notifications

• Account status changes

• Planned maintenance alerts

• Product or service upgrades

Inbound inquiry deflection

• Account Alerts & Updates

• Unusual account activity notifications

• Balance threshold alerts

• Payment due reminders

• Credit limit notifications

Delivery tracking

• Shipment status updates with real-time location

• Estimated delivery time notifications

• Delivery completion confirmations with proof of delivery

• Return and exchange status updates

Two-factor authentication

• One-time passwords for secure logins

• Account verification codes

• Identity confirmation for high-value transactions

Feedback surveys

• Customer-satisfaction surveys

• Post-purchase feedback

• Customer service surveys

Identifying key customer journey touchpoints

Map your customer journey to identify critical moments for utility messaging:

Awareness/Discovery:

- Initial inquiry confirmations

- Information request fulfillment

- Event registration confirmations

Consideration:

- Appointment scheduling

- Consultation confirmations

- Document delivery

Purchase:

- Order confirmations

- Payment receipts

- Account setup information

Onboarding/Setup:

- Welcome messages

- Account activation steps

- Initial setup guides

Usage/Service:

- Service delivery updates

- Account status notifications

- Maintenance alerts

Support/Problem Resolution:

- Support ticket updates

- Problem resolution notifications

- Service restoration alerts

Renewal/Repurchase:

- Subscription renewal notices

- Service continuity alerts

- Account status updates

Industry-specific use cases and examples

Retail and e-commerce - key utility message types:

- Order confirmations

- Shipping notifications

- Delivery tracking and updates

- Back-in-stock alerts

- Price drop notifications

- Return/exchange processing updates

- Loyalty program status updates

- Product care instructions

Banking and financial services- key utility message types:

- Transaction alerts

- Balance notifications

- Payment due reminders

- Fraud alerts

- Statement availability notices

- Loan application status updates

- Credit limit changes

- Card dispatch and activation

Healthcare- key utility message types:

- Appointment reminders

- Medication reminders

- Lab result availability

- Prescription refill notifications

- Insurance claim updates

- Pre-appointment instructions

- Post-visit care instructions

- Preventive care reminders

Travel and hospitality- key utility message types:

- Booking confirmations

- Check-in reminders and instructions

- Flight status updates

- Gate change notifications

- Hotel reservation confirmations

- Itinerary changes

- Travel document reminders

- Loyalty program updates

Utilities and services- key utility message types:

- Service appointment confirmations

- Usage alerts and thresholds

- Outage notifications

- Restoration updates

- Billing notifications

- Meter reading reminders

- Service maintenance alerts

- Contract renewal reminders

Education- key utility message types:

- Enrollment confirmations

- Class schedule changes

- Assignment reminders

- Grade notifications

- Parent-teacher meeting schedules

- Campus emergency alerts

- Payment due reminders

- Event notifications

Government services- key utility message types:

- Application status updates

- Document renewal reminders

- Appointment confirmations

- Payment confirmations

- Emergency alerts

- Public service announcements

- Voting information

- Tax filing reminders

- Severe weather alerts