> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ycloud.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Send utility messages via WhatsApp
Use utility messages for updates about an existing transaction, account, or service request. Customers can check a shipment, review an appointment, or reply for help. Your team can track notification outcomes and reduce repeated status explanations.
## Start with the event and next action
| Scenario | Include | Customer action |
| - | - | - |
| Order shipped | Order reference, shipping status, and tracking access. | Track the shipment or request help. |
| Appointment changed | The existing appointment and new time. | Review details or request a change. |
| Refund completed | Order reference, amount, and refund status. | Check the refund. |
| Account information changed | The actual change and relevant explanation. | Confirm it or report a problem. |
Make the reason for the message visible. Coupons, recommendations, or promotions mixed into an update can make it marketing. Login codes require authentication templates. See [Utility templates](/en/documentation/whatsapp-business-platform/messaging/message-templates/utility-templates).
Source: [Meta utility templates](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/utility-templates/utility-templates).
## 1. Prepare the sender, permission, and data
[Connect your number](/en/documentation/quick-start/connect-whatsapp-to-ycloud), confirm permission for the updates, and prepare the event, recipient, transaction reference, variables, and destination links. Check current customer preferences before sending. See [Opt-in](/en/documentation/whatsapp-business-platform/consent-policies-and-account-health/customer-opt-in) and [Opt-out](/en/documentation/whatsapp-business-platform/consent-policies-and-account-health/customer-opt-out).
## 2. Create and test a template
1. Open **Templates → Add Template** for the WABA and choose **Utility**.
2. Enter a name, language, and specific update. Use variables for customer or transaction values and provide representative fictional samples.
3. Add relevant buttons, such as tracking access, where needed.
4. Submit and check approval and category. See [Review and lifecycle](/en/documentation/whatsapp-business-platform/messaging/message-templates/template-review-and-lifecycle) for rejection or recategorization.
5. Use [Test a message](/en/documentation/channels/whatsapp-accounts-management/template-management/test-a-message) or **Copy as cURL** to check language, variables, buttons, and destination pages with a test recipient.
For example: `Your order {{1}} has shipped. Estimated delivery: {{2}}.`, with a tracking button. This is illustrative content, not an approved template. See [Create template](/en/documentation/channels/whatsapp-accounts-management/template-management/create-template/index).
## 3. Connect the sending workflow
**Application event: API**
1. Detect the shipment, refund, or other event server-side. Check that it is current and has not already been processed.
2. Select the connected sender, correct recipient, approved template and language, and map this event's variables.
3. Submit asynchronously with `POST /v2/whatsapp/messages`, or use `POST /v2/whatsapp/messages/sendDirectly` when you need a synchronous submission result. Prepare a server-side key and follow [Send a WhatsApp message](/en/api-reference/guides/whatsapp-platform/send-whatsapp-message).
4. Associate the message with the business event and receive later updates through `whatsapp.message.updated`. Request success does not confirm receipt.
**A selected audience: Campaign**
Open **Campaign → Add Campaign → WhatsApp**. Choose the sender, utility template, language, and send time. Select recipients, map variables, preview, and submit. Each recipient needs a genuine corresponding business context. Files can supply different order values per customer; see [Create a Campaign](/en/documentation/campaign/create-a-whatsapp-marketing-campaign).
**Multiple steps or commerce integration**
Use supported [Journey](/en/documentation/journey/create-a-journey) triggers and components when you need waits, branches, or later actions. Shopify users can use [canceled and fulfilled order notifications](/en/documentation/integrations/e-commerce/shopify/notify-customers-about-canceled-or-fulfilled-orders). Choose one workflow to own a notification so an API and integration do not both send the same event.
## Optional: Direct Send for eligible businesses
With Direct Send access, you can submit complete utility content for Meta to match or generate templates. Follow the [Direct Send guide](/en/api-reference/guides/whatsapp-platform/best-practices/direct-send) to check access, submit representative samples, confirm classification, and send with the required fields.
This can reduce pre-created template and variable-mapping maintenance. Content, quality, and billing rules still apply; it is not a route for arbitrary messages. Use an approved utility template if access is unavailable.
## 4. Check results
* Use [Message logs](/en/documentation/channels/whatsapp-accounts-management/data-analysis/message-logs) or callbacks to distinguish sent, delivered, read, and failed.
* Test duplicate and outdated events. Do not retry an old failed-payment warning after payment succeeds.
* Confirm customer replies reach Inbox or the intended processing workflow.
* Investigate failures by reason; approval is not a delivery guarantee.
Monitor delivery, failures, and subsequent customer actions. See [WhatsApp pricing](/en/documentation/whatsapp-business-platform/pricing-limits-and-quality/whatsapp-pricing) for charges.
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