Key takeaways
- WhatsApp is where Indian customers are. Updates there get read; SMS and email often don’t.
- Automated updates use Meta-approved templates on the WhatsApp Business Platform, not the regular app.
- Meta has charged per delivered template since July 2025. Utility messages cost far less than marketing.
- Automate the essentials, keep the rest manual, and never spam.
Why WhatsApp for service updates
India is WhatsApp’s biggest market, with more than 500 million monthly users by Meta’s figures, and industry estimates suggest over 70% of Indian businesses use it to talk to customers. A repair customer is far more likely to read “Your laptop is ready for pickup” on WhatsApp than an SMS from an unknown sender, and far less likely to call the counter to ask.
How WhatsApp business messaging works
| WhatsApp Business app | WhatsApp Business Platform (API) | |
|---|---|---|
| Who it’s for | One phone, manual chatting | Software sending messages automatically |
| Message types | Free-form chats | Pre-approved templates, plus replies within 24 hours |
| Automation from your software | No | Yes |
| Cost | Free app | Per delivered template message (since July 2025) |
| Approval | None | Each template reviewed by Meta |
WhatsApp Business pricing in 2026
On 1 July 2025 Meta moved the Business Platform from per-conversation to per-message pricing. Businesses now pay for each template message delivered, at a rate that depends on its category (marketing, utility or authentication) and the recipient’s country. Free-form replies inside a 24-hour customer service window are not charged, and utility templates sent within an open window have also been free. Marketing templates cost several times more than utility templates in India. India billing moved to rupees from 2026. Check Meta’s current rate card, because rates and rules change.
What to send, and when
| Moment | Category | Automate? |
|---|---|---|
| Device received / job card created | Utility | Yes, the one customers value most |
| Quotation ready (with link) | Utility | When you send the quote |
| Repair completed / ready for pickup | Utility | When staff confirm it’s done |
| Invoice / payment receipt (with link) | Utility | On billing |
| Booking confirmed / visit reminder | Utility | Yes |
| AMC visit scheduled / renewal due | Utility | Yes |
| Feedback request / offers | Marketing | Sparingly, if at all |
Doing WhatsApp updates well
- Get opt-in at intake and say updates will come on WhatsApp.
- Automate only what customers want: received and ready matter; every status change is noise.
- Include the job number and your store name in every message.
- Add links to quotations, invoices and job receipts instead of attachments.
- Avoid marketing blasts: they cost more and can hurt your number’s quality rating.
How Rasko does it
Rasko sends WhatsApp messages from its own Meta-approved templates, so you don’t need your own API account. On job cards only the ‘device received’ message is automatic. Staff send intake receipts, ‘completed’ and ‘delivered’ messages from the Notify menu when they choose.
Templates also cover quotation, invoice, sale and payment-receipt links, payment reminders, booking confirmations and reminders, AMC activation, visits and renewals, and technician assignment.
Related: repair tracking software and customer management software.