Templates · Marketing
WhatsApp lead follow-up templates for enquiries, quotes and site visits
Templates for following up enquiries after the 24-hour window closes: acknowledgements, quotations, missed-call follow-ups, demo and site-visit invitations, Hindi and Hinglish.
By Broadchat teamPublished 5 min read
Before you submit these templates
- Replies to a specific request the lead made (enquiry received, the quotation they asked for) can be utility. Anything that pitches, invites or persuades is marketing; submit it as marketing from the start.
- Mention how the person contacted you ("your enquiry on our website about 2 BHK flats"). It shows the reviewer and the lead that this is a follow-up, not a cold message.
- Do not message purchased or scraped lists. A lead is someone who contacted you and agreed to be contacted on WhatsApp.
- Use a document header for brochures and quotations, and upload a real sample PDF when you submit.
- Give the lead a low-effort next step as a quick reply: Call me, Book a visit, Not interested. A Not interested option lowers block rates.
- Avoid pressure lines such as "last chance" or "price goes up tomorrow" unless they are literally true for that lead.
When you need a template to follow up a lead
WhatsApp lead follow-up templates are for the moment the conversation has gone quiet. While a lead's 24-hour customer service window is open, your team can reply freely. Once it closes, the only way to restart the conversation is an approved template, and these are written for that: they remind the lead what they asked about and offer one easy next step.
Leads that come from Click-to-WhatsApp ads are a special case: if you reply within 24 hours, Meta's free entry point window lets you keep messaging for up to 7 days without template charges, so answer those leads fast and the template may never be needed.
Utility or marketing
| Message | Likely category |
|---|---|
| Enquiry received, with reference number | Utility |
| The quotation the lead requested | Utility |
| "We tried calling you" about their request | Utility, but Meta may recategorise |
| Site visit, demo, counselling or test-drive invitation | Marketing |
| "Are you still interested?" after weeks of silence | Marketing |
Meta decides the final category and can change it after approval. If a utility template is switched to marketing, it then needs marketing consent and is charged as marketing.
A follow-up cadence that respects the lead
An illustrative cadence for a real estate or education lead: acknowledgement immediately, call within a day, brochure or quotation within two days, one invitation (visit, demo, counselling) within a week, and a single check-in after a month. Every message should offer a way to say no. A lead who taps Not interested should leave every follow-up sequence the same day.
Running follow-ups in Broadchat
- Send form leads from your website to Automations → Workflow through a Custom Webhook, create the contact with Create / Update Contact, and send
enquiry_received_ackwith Send Template Message (V2). See the webhooks integration. - Track stages on a Kanban board in CRM → Boards (New, Contacted, Visit booked, Won, Lost) and assign each lead to an agent.
- Use quick-reply buttons as chatbot triggers: Book a visit can start a booking flow, Not interested can add a tag that your segments exclude.
- For the invitation and check-in templates, build a segment in CRM → Segment (for example leads tagged "site-visit-pending" created 3 to 7 days ago) and send from CRM → Bulk Campaign.
For the rules behind these templates, read the WhatsApp message templates guide; for consent, the opt-in best practices. The WhatsApp CRM page covers boards, tags and assignment.
Sources
- Pricing on the WhatsApp Business Platform (free entry point window) — Meta for Developers, checked 12 October 2026
- Template categorization guidelines — Meta for Developers, checked 12 October 2026
- WhatsApp Business Messaging Policy — WhatsApp, checked 12 October 2026
Broadchat team · Product and partner success team
The people who build and support Broadchat, the white-label WhatsApp Business API platform. We write from what we see while onboarding partners and their clients on the official WhatsApp Cloud API, and we check every article against Meta's current documentation.
Last updated:
11 lead follow-up templates
Copy the wording, then submit it from CRM → WhatsApp Templates with the sample values shown. Meta reviews every template; approval is never guaranteed.
Hi {{1}}, thank you for your enquiry about {{2}} on our website. Your reference number is {{3}}. Our advisor will call you within one working day; you can also reply here with any questions.
Enquiry received
Utilityenquiry_received_ackLanguage: en
Use it when: Within minutes of a website or landing-page form submission, when the lead ticked a WhatsApp consent box.
Variables Variable Meaning Sample {{1}} Lead first name Arjun {{2}} Product or service enquired about 3 BHK apartments at Skyline Greens {{3}} Enquiry reference ENQ-58214 - Keep it to the acknowledgement. Adding "check our other projects" makes it marketing.
document header
Hi {{1}}, as requested, here is your quotation {{2}} for {{3}}. The prices are valid until {{4}}. Reply here if you would like any changes.
- Accept quotation
- Need changes
Quotation ready (document)
Utilityquotation_readyLanguage: en
Use it when: When a lead asked for a price and the quote is ready, often after a site measurement.
Variables Variable Meaning Sample {{1}} Client name Mr Kulkarni {{2}} Quotation number QT-2026-311 {{3}} Scope modular kitchen with 10 ft L-shaped counter {{4}} Validity date 31 Oct 2026 - Pass the quotation PDF as the header document at send time; name the file after the quote number.
Hi {{1}}, this is {{2}} from Sunrise Insurance Advisors. I tried calling about the health insurance quote you requested on {{3}} but could not reach you. When is a good time to talk?
- Call me today
- Call me tomorrow
- Not interested
We tried calling you
Utilitymissed_call_followupLanguage: en
Use it when: After an unanswered call to a lead who asked to be contacted. Meta decides whether it is utility; if it is recategorised, send it only to leads who agreed to marketing.
Variables Variable Meaning Sample {{1}} Lead first name Neha {{2}} Advisor name Vikram {{3}} Request date 10 Oct image header
Hi {{1}}, thank you for your interest in Skyline Greens, Sector 150. The sample {{2}} flat is ready to view this weekend. Book a site visit and our team will arrange a free pick-up from {{3}} for your family.
- Book a visit
- Send brochure
- Not interested
Real estate site visit invitation
Marketingsite_visit_inviteLanguage: en
Use it when: Two to five days after an enquiry for a residential or commercial project.
Variables Variable Meaning Sample {{1}} Lead first name Priya {{2}} Unit type 3 BHK {{3}} Pick-up point Noida City Centre metro station - Include the RERA registration number in the image or a follow-up message if your state requires it in advertising.
document header
Hi {{1}}, here is the {{2}} brochure you asked about, with floor plans and payment options. Would you like a call from our advisor to go through it?
- Yes, call me
- Later
Brochure with follow-up question
Marketingbrochure_follow_upLanguage: en
Use it when: When the lead asked for details on a form or ad but the chat window has closed.
Variables Variable Meaning Sample {{1}} Lead first name Kabir {{2}} Project or product Skyline Greens Hi {{1}}, thanks for joining the Ledgerbook demo on {{2}}. As discussed, your team can try the {{3}} plan free for 14 days with your own data. Shall I set it up?
- Yes, set it up
- Have questions
After a product demo
Marketingsaas_demo_follow_upLanguage: en
Use it when: The day after a sales demo for B2B software or services.
Variables Variable Meaning Sample {{1}} Prospect first name Rohan {{2}} Demo date Monday {{3}} Plan discussed Business Dear {{1}}, thank you for enquiring about the {{2}} programme at Vidya Coaching Centre. Free counselling sessions for parents are on {{3}}. Would you like to reserve a slot?
- Reserve a slot
- Send fee details
Admission counselling follow-up
Marketingadmission_counsellingLanguage: en
Use it when: During admission season, a few days after an enquiry form or a walk-in.
Variables Variable Meaning Sample {{1}} Parent or student name Mrs Iyer {{2}} Programme NEET two-year classroom {{3}} Session dates Saturday and Sunday, 11 am to 1 pm Hi {{1}}, thank you for test-driving the {{2}} at AutoCare Motors. If you have questions about variants, finance or delivery timelines, reply here and {{3}} from our team will help.
- Get on-road price
- Talk to advisor
Car test drive follow-up
Marketingtest_drive_follow_upLanguage: en
Use it when: The day after a test drive at a dealership.
Variables Variable Meaning Sample {{1}} Customer first name Sanjay {{2}} Model Hyundai Creta SX {{3}} Sales advisor Imran Hi {{1}}, last month you asked us about {{2}}. Are you still looking? If your plans have changed, tap Not now and we will not follow up again.
- Still interested
- Not now
Lead quiet for 30 days
Marketinglead_reactivation_30dLanguage: en
Use it when: Once, for leads who have not replied for about a month. Then stop.
Variables Variable Meaning Sample {{1}} Lead first name Anita {{2}} Original enquiry a home loan balance transfer - Honour Not now: tag the contact and exclude the tag from every lead campaign.
image header
नमस्ते {{1}} जी, स्काईलाइन ग्रीन्स में आपकी रुचि के लिए धन्यवाद। इस वीकेंड {{2}} का सैंपल फ़्लैट देखने के लिए साइट विज़िट बुक करें, हम {{3}} से पिक-अप की व्यवस्था करेंगे।
- विज़िट बुक करें
- रुचि नहीं है
Site visit invitation (Hindi)
Marketingsite_visit_invite_hiLanguage: hi
Use it when: For leads who enquired in Hindi or prefer Hindi.
Variables Variable Meaning Sample {{1}} Lead name शर्मा {{2}} Unit type 3 BHK {{3}} Pick-up point नोएडा सिटी सेंटर मेट्रो Hi {{1}}, aapne {{2}} ke baare mein poocha tha. Kya hum aapko details samjhane ke liye call kar sakte hain? Neeche se ek option chuniye.
- Haan, call karein
- Abhi nahi
Enquiry follow-up (Hinglish)
Marketingenquiry_followup_hinglishLanguage: en
Use it when: For leads who write in Roman-script Hindi. Submitted under English (en) because WhatsApp has no Hinglish language code.
Variables Variable Meaning Sample {{1}} Lead first name Pooja {{2}} Enquiry topic term insurance plan
Frequently asked questions
Can I message a lead on WhatsApp without a template?
Only while their 24-hour customer service window is open, which starts when they message or call you. After it closes, you need an approved template to contact them again.
Is a lead follow-up template marketing or utility?
Acknowledging an enquiry or sending a quotation the lead asked for can be utility. Invitations, pitches and check-ins after a long silence are marketing. Meta makes the final decision and can recategorise a template after approval.
Can I send follow-ups to leads I bought from a data vendor?
No. WhatsApp's Business Messaging Policy requires the person's opt-in to receive messages from your business. Purchased lists lead to blocks, low quality ratings and possible restrictions on your number.
How many follow-ups should I send to a lead?
A handful at most, spread over a few weeks, each with a clear way to say no. A sensible pattern is an acknowledgement, the requested information, one invitation and one final check-in.