The Role of Dynamic Templates In Improving WhatsApp Chatbots

The Role of Dynamic Templates In Improving WhatsApp Chatbots

27 October 2025

It’s no secret that if brands want to cover all the bases of customer engagement, they must tap into WhatsApp as one of their primary communication channels. With over billions of active users worldwide, the platform offers unparalleled reach and immediacy, making it an indispensable tool for businesses. Its popularity also makes WhatsApp a powerful space for deploying automated chatbots to handle customer interactions at scale.

However, as businesses expand and audiences diversify, simple, static message templates often fall short. They fail to deliver the kind of personalised, contextually relevant experiences that modern consumers expect. This is where dynamic templates enter the picture. They allow companies to scale their chatbot conversations while keeping personalisation and efficiency at the forefront. For brands that rely heavily on WhatsApp marketing solutions, dynamic templates present an opportunity to transform one-way communication into meaningful dialogue.

In the following sections, we’ll explore what dynamic templates are, why they matter for WhatsApp chatbots, and how businesses can design and implement them effectively.

What Are Dynamic Templates and Why Do They Matter for WhatsApp Chatbots?

Dynamic templates are the improved version of the pre-approved structured messages that businesses can create via the WhatsApp Business API to send notifications, reminders, customer support responses, and more. Unlike their static counterparts, which only work for simple use cases and cannot accommodate more nuanced needs, they allow placeholders that can be automatically filled with contextual details such as a user’s name, purchase history, and so on. Despite this difference, both kinds of templates must remain compliant with WhatsApp’s strict messaging rules, which prioritise user consent, security, and relevance.

For example, a retail company could send a shipping update that includes the customer’s name, order number, and estimated delivery date all without needing to create separate templates for each case. This level of customisation not only improves user experience but also boosts engagement and conversion rates.

Some of the key benefits of dynamic templates include:

  • Personalisation at scale: Deliver customised messages to thousands or even millions of users without the need for countless template variations.
  • Improved engagement: Personalised content resonates more strongly, encouraging higher response rates and stronger relationships.
  • Efficiency: Save time and resources by reusing approved templates with dynamic variables.
  • Compliance: Stay aligned with WhatsApp’s policies while maintaining flexibility.

Combining these advantages of dynamic templates make it possible for chatbots to evolve from rigid, transactional tools into adaptive and customer-centric communication channels.

The Importance of User Segmentation for Dynamic Message Templates

Those who leverage both a WhatsApp and SMS API may be familiar with the fact that the cornerstone of any kind of successful dynamic messaging is user or customer segmentation. Without segmenting audiences into meaningful groups, even the most sophisticated template can fall flat. In business SMS marketing, for example, segmentation is what makes campaigns resonate instead of feeling generic. By understanding who your users are and what they want, you can tailor communications with precision. In essence, segmentation ensures that chatbot conversations powered by dynamic templates always feel relevant, timely, and human-like.

Some effective ways to segment your audience include:

  • Demographics: Segment by age, gender, language, or location. For example, a multinational e-commerce brand could send messages in Spanish to Latin American users and Hindi to customers in India.
  • Preferences: Allow users to opt into categories like product updates, promotions, or service alerts. This not only ensures compliance with opt-in rules but also builds trust.
  • Behavioural data: Use purchase history, browsing activity, or prior chatbot interactions to personalise outreach. For instance, a customer who frequently abandons their basket could receive a reminder message paired with a discount code.
  • Lifecycle stage: Adjust messaging based on where a customer sits in the buyer journey; awareness, consideration, purchase, or retention. New customers might receive a welcome series, while long-term customers could be rewarded with loyalty perks.
  • Contextual data: Harness real-time information like recent purchases, location-based triggers, or open support tickets to make each message timely and relevant. For example, a food delivery platform might send real-time order updates complete with live delivery estimates.

How to Create a Dynamic Template Message in WhatsApp Business

Designing effective dynamic templates requires balancing compliance with flexibility. Here’s a practical step-by-step approach:

1. Comply with WhatsApp’s Template Guidelines and Map Variables

All message templates must first be submitted to WhatsApp for approval. They need to:

  • Remain concise and free of excessive promotional wording save for when it is explicitly permitted.
  • Include placeholders (e.g., {{1}}, {{2}}) for dynamic content.
  • Fit within categories such as transactional, marketing, or authentication.

A static template might look like:

Hello, your order has been shipped! Expect it to reach you on [date].

A dynamic version could look like:

Hi {{1}}, your order {{2}} has been shipped and will arrive on {{3}}.

Here, placeholders {{1}}, {{2}}, and {{3}} correspond to the customer’s name, order number, and delivery date. Once approved, map these placeholders to your CRM or chatbot database. This ensures that messages pull data in real time, adapting seamlessly to different segments.

2. Incorporate Conditional Logic

Conditional logic allows chatbots to adapt template outputs based on context. For example:

  • If the user is a first-time buyer, send a welcome discount.
  • If the user is a repeat customer, offer a loyalty perk.
  • If the user abandons their cart, send a reminder highlighting the specific items.

This logic ensures that every customer feels seen and valued.

3. Test and Optimise

Before rolling out templates at scale, run tests across multiple audience segments. Track performance metrics such as open rates, engagement levels, and conversions. Make adjustments based on the data to refine your approach continuously.

Best Practices and Implementation Challenges

Dynamic templates are powerful, but success depends on careful implementation. Consider the following best practices:

  • Keep it simple: Use only the most relevant variables to avoid overcomplicating messages.
  • Automate workflows: Integrate with automation platforms so that messages are triggered by specific actions, such as a completed purchase or raised support request.
  • Localise content: Adjust language, currency, or cultural references based on the recipient’s region.
  • Maintain compliance: Regularly review WhatsApp’s evolving guidelines to avoid disruptions.
  • Leverage analytics: Continuously monitor which templates perform best and fine-tune weaker ones.

However, businesses must also prepare for common hurdles:

  • Template approval delays: The WhatsApp approval process can take several days. Mitigate this by submitting templates early and maintaining a library of pre-approved options.
  • Data integration challenges: Your chatbot platform should integrate seamlessly with your CRM to ensure accurate, real-time updates.
  • Scalability constraints: As messaging volumes grow, you’ll need infrastructure that can handle increased traffic without latency.

Anticipating these challenges enables businesses to put processes in place that ensure smooth deployment and reliable customer interactions.

Conclusion

Dynamic templates in WhatsApp Business are a strategic step towards delivering conversations that feel truly human and can engage audiences with personalised, timely, and relevant messages at scale. As customers increasingly expect brands to understand and anticipate their needs, dynamic templates make it possible to move beyond transactional messaging into meaningful dialogue. With thoughtful implementation, businesses can turn WhatsApp into not only a customer support channel but also a driver of loyalty, retention, and long-term growth.

Moobicast makes getting access to the WhatsApp Business API simple, effective, and results-driven. Through our WhatsApp Business solution, we can help you connect, convert, and grow so your brand can thrive in every conversation. Start your journey with us today.