Notification Template Library — WhatsApp & SMS (D2C + B2B)

Category: Solutioning / Client Onboarding Audience: Solutions Engineers, Implementation, CSMs Purpose: Ready reference of standard WhatsApp/SMS notification templates to share with clients during solutioning and onboarding, and to copy-adapt for new client configs.

Overview

When a client asks "what will our order/shipment notifications look like?", use this article as the starting sample set instead of drafting copy from scratch each time. It has two template sets:

• D2C (Direct-to-Consumer) — for B2C clients notifying end customers about their order.

• B2B — for clients notifying a business consignee about a shipment.

Both sets use the same channel (WhatsApp primary, SMS fallback) and the same {{n}} placeholder convention so they map cleanly to our messaging engine.

Before sending to a client: replace <brand name> with the client's actual brand name and confirm which variables are available from their data feed — not every client's payload will carry all fields (e.g. POD link, dock appointment slot).

How to use this article

1. Pick the segment (D2C or B2B) that matches the client.

2. Copy the relevant template(s) into the client's solutioning doc or config sheet.

3. Walk through the Variable key with the client to confirm what data they can supply for each {{n}}.

4. Flag any placeholder the client can't populate — either drop it from the copy or agree on a fallback value.

D2C Templates (End-Consumer Notifications)

Used when the client sells directly to consumers and the notification goes to the person who placed the order.

1. Order Placed / AWB Generated

Trigger: Order successfully booked and AWB generated.

Hi {{1}}, thank you for shopping with <brand name>! We're excited to let you know that your order {{2}} has been successfully placed. We're getting your items ready and will notify you once it's on its way.

2. Out for Delivery

Trigger: Shipment marked out for delivery by the courier.

Hi {{1}}, your <brand name> order {{2}} is now out for delivery by {{3}}, the courier partner representative will reach out to you soon.

3. Delivered

Trigger: Delivery scan confirmed by courier.

Hi {{1}}, your <brand name> order {{2}} has been delivered to you, hope you enjoy the product. If the product has not been delivered yet, please reach out to us. Rate your delivery experience {{3}}.

4. Failed Delivery

Trigger: Courier reports an undelivered / failed attempt (NDR).

Hi {{1}}, our courier partner has notified us that they are unable to deliver the <brand name> order {{2}} to you. Please be available to accept the delivery during the next reattempt. If you would like to provide any specific instructions to the delivery partner, please reach out to us at {{3}}.

B2B Templates (Consignee / Business Notifications)

Used when the client ships to a business consignee (dealer, distributor, store) rather than an individual end consumer. Copy is more formal and references invoice/LR-AWB numbers and POD, which B2B clients track operationally.

1. Shipment Dispatched / LR Generated

Trigger: Shipment picked/packed and LR/AWB generated post-invoicing.

Hi {{1}}, your <brand name> shipment against Invoice {{2}} has been dispatched via {{3}}. LR/AWB Number: {{4}}. You will be notified once it is out for delivery.

2. Out for Delivery

Trigger: Shipment marked out for delivery; often tied to a dock/appointment slot.

Hi {{1}}, your <brand name> shipment {{2}} (LR/AWB: {{3}}) is out for delivery and expected to reach your location on {{4}}. Please ensure someone is available at the dock to receive and sign for it.

3. Delivered (POD Confirmed)

Trigger: Delivery scan + POD capture confirmed by transporter.

Hi {{1}}, your <brand name> shipment {{2}} (LR/AWB: {{3}}) has been delivered and Proof of Delivery has been captured. Received by: {{4}}. Reach out to us if this does not match your records.

4. Delivery Exception / Failed Delivery

Trigger: Transporter reports an undelivered attempt.

Hi {{1}}, our transport partner {{2}} was unable to deliver your <brand name> shipment {{3}} due to {{4}}. The shipment will be reattempted; please reach out to us for any specific delivery instructions.

5. POD Document Available

Trigger: Signed POD document available for download (B2B-specific; not typically used in D2C).

Hi {{1}}, the signed Proof of Delivery for your <brand name> shipment {{2}} (LR/AWB: {{3}}) is now available. You can download it here: {{4}}.

General Guidelines

• Placeholder format: Always keep the exact {{n}} syntax — the messaging engine maps variables positionally, so renumbering or reformatting breaks the mapping.

• Brand name: <brand name> is a manual find-and-replace per client, not a dynamic variable — confirm the exact registered/display name the client wants used.

• Channel parity: The same copy is reused for WhatsApp and SMS. If a client's SMS gateway has a character limit, check whether the template needs a shortened SMS-only variant.

• Data availability check: Not every client can supply every field (e.g. POD link, dock slot, exception reason). Confirm what's in their payload before finalizing copy — drop or substitute unavailable variables rather than leaving a blank in production.

• Segment fit: Don't default to the D2C set for B2B clients (or vice versa) — the tone, addressee, and reference numbers (order ID vs. invoice/LR-AWB) are different by design.

FAQ

Q: Can I mix D2C and B2B templates for one client? Some clients run both consumer and dealer/distributor channels — in that case, use the D2C set for consumer-facing orders and the B2B set for dealer/distributor shipments, and confirm with the client which segment each order type falls under.

Q: What if the client wants additional lifecycle events (e.g. RTO, pickup scheduled)? These four/five templates are the standard starting set. Additional events can be added following the same structure — trigger, message copy, variable key — and should follow the same brand-tone and placeholder conventions.

Q: Where do I find the source Word docs these were built from? Ask in the team channel or check the client's solutioning doc — the formatted Word versions (D2C and B2B) are generated per client from this same base copy.