Product Trivia
Utility messages on WhatsApp are designed for important, non-promotional updates — such as OTPs, order confirmations, and delivery notifications.
How to WhatsApp Utility Work
Use Cases
WhatsApp Utility enables businesses to send important, service-related messages such as alerts, reminders, confirmations, and updates directly through WhatsApp. It helps streamline customer communication by delivering timely, reliable information on a familiar, easy-to-access channel, improving user convenience and overall service experience.
Banking and Finance
Banking and Finance
Banking and Finance
Frequently Ask Question (FAQ)
What is WhatsApp Utility Messaging?
WhatsApp Utility Messaging refers to non-promotional, service-related communications sent to users using approved Utility templates via the WhatsApp Business API/Cloud API. Examples include payment updates, order confirmations, appointment reminders, shipping alerts, and account notifications.
How is Utility Messaging different from Marketing and Authentication templates?
Utility → Service-related updates that support an existing transaction or user request
Marketing → Promotional or outbound engagement messages
Authentication → OTP or login verification messages
Utility messages cannot contain promotional wording or upselling elements.
What types of use cases qualify as Utility Messaging?
Common use cases include:
Order/shipment status updates
Payment confirmations and billing notifications
Appointment reminders
Subscription status updates
Issue resolution or customer support follow-ups
Policy or service changes related to user accounts
Are templates required for Utility Messaging?
Yes. All outbound Utility messages must use WhatsApp-approved Utility templates. These templates are reviewed by Meta to ensure they are non-promotional and directly related to an existing customer action.
What APIs or protocols are used?
Utility Messaging uses:
WhatsApp Business Cloud API (HTTPS/REST)
On-Premise WhatsApp Business API
Webhook callbacks for message status and user replies
Templates are triggered using a
POST /messagesrequest with a template payload.
How is security managed for Utility messages?
WhatsApp secures communication through:
End-to-end encryption for user messages
TLS/HTTPS for API communication
App secret + HMAC signatures to verify webhook authenticity
Number-level reputation and anti-spam protections
What are the delivery and throughput capabilities?
Utility messages are typically delivered within seconds, thanks to Meta’s direct infrastructure.
Throughput depends on WABA tiering, but high-volume applications (banking, e-commerce, logistics) are supported.
How are delivery reports and message statuses tracked?
WhatsApp provides real-time webhook events for:
sent
delivered
read
failed
These logs can be used for transaction auditing, SLA tracking, and operational analytics.
Are there content or compliance restrictions?
Yes, WhatsApp mandates:
No promotional wording within Utility templates
Messages must relate to an existing user transaction or request
Sensitive content must follow Meta’s platform policies
User must have previously interacted or opted-in
Violations may lead to template rejection or account restrictions.
What is required to integrate WhatsApp Utility Messaging?
You need:
A verified WhatsApp Business Account (WABA)
A linked phone number
Approved Utility category message templates
API credentials (access token)
A backend service to trigger the template
A webhook endpoint to receive delivery/read statuses