WhatsApp Re-Engagement & Winback Template for NBFCs

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

A winback message lives or dies on relevance. Merge the customer's first name into {{1}} and, crucially, reference the specific product they held in {{2}} — 'FlexiCredit personal loans' lands harder than a generic 'our services'. Put a concrete, honest benefit in {{3}}: a pre-approved limit, a waived processing fee, or a reduced rate they genuinely qualify for. Never state a limit or rate the customer isn't actually eligible for — Meta policy and ASCI both require truthful claims, and an inflated offer erodes trust the moment they tap through. Use {{4}} to create a real, finite validity so the nudge has urgency without pressure. Segment your audience before sending: a dormant gold-loan client and a lapsed BNPL user should get different products in {{2}}, which means separate sends, not one blanket template.

Stay compliant: opt-in, opt-out, and truthful claims

This is a marketing template, so it can only go to customers who have given opt-in to receive promotional messages from your NBFC — a repayment relationship alone is not blanket marketing consent, so lean on the consent you captured at onboarding or via a later opt-in flow. Every marketing template must carry a clear opt-out path; this one includes a 'Reply STOP to opt out' line plus an optional 'Stop promotions' quick-reply button, and you must actually suppress anyone who opts out. Keep every financial claim accurate and RBI/ASCI-appropriate: no guaranteed approvals you can't honour, no hidden charges, and interest or fee references that match the sanctioned terms. Getting consent and truthfulness right is not just policy hygiene — it's what keeps your WhatsApp sender quality rating high and your template deliverable.

• Send only to contacts with marketing opt-in on record
• Honour STOP / opt-out instantly and suppress future promos
• State only offers and limits the customer genuinely qualifies for
• Keep rate, fee, and eligibility language consistent with sanctioned terms

Approval tips that prevent rejection

Submit this as Marketing — trying to sneak a promotional winback through as Utility to save on rate is the single most common cause of rejection and can hurt your account standing. Provide a realistic sample value for every variable at submission ('Rahul', 'FlexiCredit personal loans', 'a pre-approved limit of ₹2,00,000', '7') so reviewers can see the message reads legitimately and isn't a vehicle for spam. Avoid all-caps shouting, excessive emojis, or vague clickbait, and make sure the body plus the opt-out line reads as a complete, honest message on its own. Templates for well-formed marketing content typically clear review within a day; once approved, you can send instantly and at scale through InfiQ.

• Category: Marketing — never mislabel it as Utility
• Fill in sample values for all 4 variables before submitting
• Keep the opt-out line in the body and match button labels to intent
• Avoid unverifiable claims, all-caps, and misleading urgency

What it costs to send

Since Meta moved off per-conversation billing on 1 July 2025, WhatsApp charges per delivered message by category. This template is Marketing, so each delivered message bills at Meta's live marketing rate for India, plus InfiQ's transparent ₹ platform pricing on top — all shown ex-GST with no surprises. The 24-hour window that opens when a customer replies is a free service window for follow-ups, not a billing unit, so a customer who taps 'Talk to an advisor' and starts a conversation lets your team continue the chat inside that window without a fresh marketing charge. For winback specifically the economics are compelling: you're paying a small per-message marketing rate to re-activate a customer you already spent full acquisition cost to onboard, which is why payback on a well-segmented winback campaign tends to be fast.