CSAT Feedback WhatsApp Template for Fintech

Why Utility is the correct category here

A CSAT prompt tied to a real, recent transaction is informational, not promotional — so you submit it as Utility. Since Meta moved off per-conversation billing on 1 July 2025, WhatsApp bills per delivered message by category, and Utility sits well below the Marketing rate. That price gap is the practical reason to keep this template scrupaczuously clean: the moment you bolt on a discount, referral push or 'rate us and get cashback' hook, Meta re-classifies it as Marketing, you pay the higher per-message rate, and you invite rejection. Keep the ask to a single, specific interaction plus a rating and you get the cheaper category, faster approval, and a message that reads as genuine service rather than a blast.

Personalise it so it reads 1:1, not as a survey blast

Two variables do most of the work. Use {{1}} for the customer's first name and {{2}} for the exact interaction you are asking them to rate — 'your personal loan disbursal', 'your KYC verification', 'ticket #48213', 'your card activation'. Naming the specific action does three things at once: it proves the message is contextual (which supports the Utility classification), it lifts response rates because the customer knows precisely what you mean, and it makes the resulting score attributable to a real event in your own systems rather than a vague overall sentiment. Avoid stuffing sensitive data into variables — a masked reference or a friendly label is enough, and it keeps you comfortably within WhatsApp's content rules for regulated fintech traffic.

• {{1}} — customer first name (e.g. Rahul)
• {{2}} — the specific action being rated (e.g. your personal loan disbursal)
• Keep values human and non-sensitive; no full account numbers or PII in the body

Getting it approved on the first submission

Submit under Utility, supply realistic sample values for every variable, and keep the copy strictly about the interaction and the rating. Reviewers reject templates when variables look like they could carry arbitrary or promotional content, so sample values that clearly map to a name and an action de-risk the review. Quick-reply buttons carry the rating options and add no promotional language, which keeps the category intact. Approvals typically land within a day, and once approved you can send at scale immediately through InfiQ. If you later tweak the wording, WhatsApp treats it as a new version and re-reviews it — so lock the copy before you scale.

• Category: Utility (transactional, tied to a real action)
• Provide sample values for {{1}} and {{2}}
• No offers, discounts or referral hooks in the body or buttons
• Re-submit for approval after any wording change

What it costs to send at fintech volume

This template bills at the Utility per-delivered-message rate. You are charged when the message is delivered, not per conversation — the 24-hour window that opens when a customer replies is a free service window for follow-ups, not a billing unit. On top of Meta's card, InfiQ applies its own transparent ₹ pricing (ex-GST) so you always see a single, predictable line item per message. Because CSAT sends are one-shot per event rather than back-and-forth threads, the cost per collected score stays low, and the reduction in inbound support queries (customers flag a poor experience proactively instead of raising a ticket later) usually pays it back quickly.