Intelligent conversation operations
The delivery-window message, the driver's live status, the OTP at the door and the failed-attempt notice — at the volume a last-mile fleet runs, to recipients who are somebody else's customers. Nearly everything here is utility; the recipient never opted into anything and does not need to have.
The category decides everything else: the price, whether it reaches somebody who opted out, and the criteria it is reviewed against.
| Message | Category | What that means |
|---|---|---|
| Your parcel from {{merchant}} arrives {{day}} between {{from}} and {{to}} — reschedule? | Utility | About a shipment addressed to them. The reschedule button is what turns a failed attempt — the most expensive event in last-mile — into a second delivery that succeeds. |
| Driver {{name}} is 3 stops away; share your location for the exact door | Utility | A location pin in reply is worth more than any address field in the Gulf, where villa numbers and Makani codes are the difference between five minutes and twenty at the gate. |
| Handover code {{code}} — give it to the driver only | Authentication | A one-time code is an authentication template: its own rate, its own review, and the fixed wording Meta requires. It is what proves a high-value parcel reached the person, not the building's security desk. |
| We couldn't deliver — nobody answered / wrong address — next attempt {{day}} | Utility | The notice with a reply button to correct the address recovers the delivery; the notice without one recovers a complaint to the merchant. |
A courier sends more templates in a day than a clinic sends in a year, and two things Meta enforces are sized for that. A new number starts with a daily limit of unique recipients and climbs only as it sends without complaints — so a fleet that needs 50,000 a day cannot start there, and the warm-up has to be planned into the launch. And the quality rating is per number: a batch of failed-delivery notices to wrong numbers, each reported as spam, drops the rating and cuts the limit in the same afternoon. Zanii shows the tier and the headroom before a campaign is released, enforces the warm-up ladder automatically, and stops a send that would overshoot the limit rather than letting Meta reject the tail.
Hi {{1}}, your parcel from {{2}} (ref {{3}}) is scheduled for {{4}} between {{5}} and {{6}}. Tap Reschedule to pick another slot, or reply with a location pin to help the driver find you.
Category: Utility
The double braces are variables WhatsApp fills per recipient. Meta rejects a template whose numbering has gaps, and Zanii catches that before you submit it.