Feedback CSAT WhatsApp Template for Education

Why utility is the right category (and how to keep it there)

This template is transactional feedback tied to an action the recipient just took, so it belongs in the utility category — which since Meta's 1 July 2025 move to per-message billing is charged at the lower utility rate per delivered message rather than the marketing rate. The line you must not cross is promotion: the moment you add a discount, a 'enrol now', a new-batch offer or any call to buy, the template becomes marketing, is billed at the higher marketing rate, and is far more likely to be rejected on review. Keep the CSAT purely about the experience they had. If you also want to upsell satisfied students, do that in a separate marketing template with an opt-out line — never bolt it onto the rating ask.

Personalise so it reads 1:1, not like a form

Three variables carry the personalisation and they are what make a student tap rather than ignore. {{1}} is the recipient's name (the student for a self-paced app, the parent for K-12). {{2}} names the exact interaction — 'your JEE Physics demo class', 'the Class 10 Science module', 'your admissions call with Mr. Rao' — so it is unmistakably about them and not a generic survey. {{3}} is your institute or app name, which reinforces trust and reminds them who is asking. Feed these from your CRM or LMS at send time; a vague {{2}} like 'our service' both weakens response and gives reviewers a reason to question the utility classification.

Getting it approved on the first submission

Submit the template under the utility category with realistic sample values for every variable — reviewers reject templates where {{2}} is left as a placeholder or filled with promotional text. Keep the body strictly informational, front-load the reason for the message ('thanks for attending…'), and use quick-reply buttons rather than links so the intent stays clearly transactional. Consent still applies even for utility templates: only message students and parents who opted in during enrolment, enquiry or checkout, and honour opt-outs. Approval is typically same-day; once it clears, InfiQ lets you send instantly and reuse the approved template across every batch and campus.

• Category: Utility, with sample values filled for {{1}}, {{2}} and {{3}}
• No offers, discounts or 'enrol' language anywhere in the body
• Quick-reply buttons (not URL/CTA buttons) to signal transactional intent
• Opt-in captured at enrolment/enquiry; opt-outs respected

What it costs to send

This CSAT template bills at the utility rate — one charge per delivered message under Meta's category-based, per-delivered-message pricing that replaced the old per-conversation model on 1 July 2025. The 24-hour service window a student's reply opens is free for follow-up messages, but it is a support window, not a billing unit, so a fresh CSAT send outside any open window is billed as one utility message. With InfiQ you pay transparent ₹ pricing on Meta's live utility rate card (ex-GST), so a coaching institute sending a few thousand ratings a month can forecast cost precisely. Because each tap replaces a follow-up call or an unanswered email, the payback usually shows up as reduced support load and higher retention, not just cheaper messaging.