Should the pre-filled WhatsApp message be written in my shop's voice or the customer's?
The customer's. The pre-filled text appears in the customer's message box, and if they tap send it reaches you from their number, as if they said it. So 'Welcome to our store' arrives from the customer and reads oddly, while 'Hi, I would like to ask about the 50 ml oud perfume' sounds natural and tells you what they want.
Where it usually goes wrong
When a shop owner writes the message, it often comes out like a post: a welcome, the shop's name and an invitation to get in touch. That works for text a customer reads, but a pre-filled message is not only read; it is sent in the customer's name. Picture a customer's message saying 'Welcome to the flower shop, happy to help!'. You are now replying to your own greeting.
Good lines and weak lines
- Weak: 'Welcome to our store'. Sent by the customer, it confuses both of you.
- Weak: 'Hi'. The right voice, but it tells you nothing, so you have to ask.
- Good: 'Hi, I would like to ask about the 50 ml oud perfume'. The customer's voice, and it names the product.
- Good: 'Hello, I would like to book an appointment on Thursday'. It starts the next step straight away.
A good line answers two questions before you ask them: where the customer came from and what they want. Anything beyond that, the customer will delete or ignore.
A sensible length
The English line 'Hi, I would like to ask about the 50 ml oud perfume' is 51 characters by the count in the WhatsApp link generator, and its Arabic version is 40. That reads at a glance with no scrolling. The counter under the message box shows the length as you type; the tool's maximum is 1,500 characters, but a good pre-filled line is far shorter.
If you also want word counts while you try different wordings, paste them into the Word and character counter and compare.
What to keep out of the message
- Information the customer does not know about themselves, such as an order number that does not exist yet.
- Promises or prices that may change, because the link can stay published for months after the price moves.
- Customers' personal details: the message is part of the link, and links get copied and shared.
- A string of emoji that makes the line feel automated. One is plenty if you want one, and the tool keeps it exactly as typed.
What if your customers speak another language?
The tool does not translate or pick a language; it encodes exactly what you type. If your audience is mixed, make two links, one with an Arabic message and one with an English message, and put each beside the text in its language.
Common questions
Can the customer change the message?
Yes. It appears in the message box and they can edit or delete it before sending.
I want customers to receive a welcome from the shop. How?
That comes from your reply once they message you, or from the automated messages in the WhatsApp Business app if you use them. The link sends nothing from your side.