Best practice to send GREAT reminders!

Neelke Stadler Updated by Neelke Stadler

No one likes spam! Even if the information is important, it's the user experience that matters most.

WhatsApp has rightly been treading carefully around bulk messaging on its business platform, mainly to prevent poor chat experiences from businesses. So we need to pay great attention when designing that experience!

The golden rule is to put the user in driver's seat of the chat interaction

WhatsApp actively designs the app to put the user in control. They make it extremely easy for a user to block you. And blocking results in messaging limitation, and ultimately in being removed from the WhatsApp Business Platform if you do not provide a quality chat service.

Look how easy it is to block your service. One click, done!

Policy dictate that you have to obtain user consent before you can initiate conversation. It is important to not violate policy! But go beyond that, because consent alone may not be enough to prevent users from blocking you.

Let's think about a user journey.

As a user I might've given you consent 2 months ago. This means if you which means if you reach out to me today I will experience the message as unexpected, increasing the chance that I will block you.

Make sure reminders are expected, relevant and timely

To provide a great user experience make sure to send a message that the user:

  • Expects. E.g. the user opted in to get a clinic visit reminder.
  • Finds relevant. E.g. the reminder has the date, time and location of the upcoming clinic visit.
  • Receives timely. E.g. the reminder is send 24 hours before the clinic visit date.

WhatsApp makes blocking easy, you should make opt out easier.

  • Make sure your reminders are expected, timely and relevant to you users
  • Make sure users have an easy way to opt out, else they will block you

ven when you want to share or follow up with important information, the user might still experience it as spam. Think about that again. It's not only about crafting the information, it's about crafting a great user experience.

Actions for you to take?

  • Get consent from users to receive specific messages on WhatsApp
  • Make sure you have an approved template
  • Make sure your messages are expected, relevant, and timely

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