Post-purchase cross-sell WhatsApp templates

A cross-sell message suggests one product that goes with what the customer has just bought. Only a handful of brands on TextYess send one, and at the median brand it is followed by an order within 48 hours from 2.3% of delivered messages.

What works, from the messages brands send on TextYess

• Send it the same day, with a reason to add something now. The two strongest cross-sells go out right after the order. A tailoring brand offers 20% off a second item for 24 hours, plus advice on sizes and pairings: an order from 2.57% of 2,066 delivered messages.

• One product, one match, and the button names it. A cashmere brand thanks the customer for the jacket they bought and suggests the one coat that goes with it, with no discount: 1.61% of 934 delivered messages.

• Name the product, not just the person. Across TextYess, adding the customer’s first name alone makes no measurable difference, while messages that name what the customer bought do better.

Templates

1. One product, one match

Use it when each product has an obvious partner. It follows the cashmere brand’s message: thanks for the exact product, one suggestion, and a button that says what it opens.

• Header: none

• Buttons: URL “See the matching coat”

• Example values: {{first_name}} = Sophie, {{product_name}} = Lightweight down jacket, {{matching_product}} = Belted wool coat. Change the button label to name your product type.

2. Add something in the next 24 hours

Use it right after the order. It follows the tailoring brand’s message: a code reserved for this order, a real 24-hour limit, and an offer of advice.

• Header: none

• Buttons: Copy code (copies {{discount_code}}), URL “Shop now”

• Example values: {{first_name}} = Sophie, {{discount}} = 20%, {{discount_code}} = ADD20

3. A person offers a second item

Use it if you sell items people often buy in pairs or sets. It is modelled on a shoe brand’s order message, signed by a person, offering €25 off a second pair. It brought an order from 4.6% of 1,483 delivered messages.

• Header: none

• Buttons: URL “See all styles”

• Example values: {{first_name}} = Sophie, {{brand}} = Casa Lino, {{discount}} = £25

4. Picked for you, no discount

Use it when you would rather not discount. A multi-brand fashion store sends an AI-written version that names the brands and details the customer chose, with no discount: an order from 1.75% of 6,245 delivered messages.

• Header: none

• Buttons: URL “See the selection”

• Example values: {{first_name}} = Sophie, {{brand}} = Casa Lino, {{product_name}} = navy linen blazer

When to send it

The strongest cross-sells go out the same day as the order, as a separate message after the order confirmation. If there’s a code, give it a short and real limit, such as 24 hours. With TextYess it goes out automatically after each Shopify order, with the product the customer bought.

Meta category

Marketing. Any product suggestion, discount or “shop more” line is promotional. If you add it to the order confirmation, the confirmation becomes a marketing template too, so send the cross-sell as its own template. See Meta’s template categorisation.

Avoid rejection

• Don’t put the cross-sell inside a utility order confirmation. Meta treats mixed content as marketing and can recategorise the template.

• Don’t end the body with a variable. Template 1 ends with “Take a look and complete the look 👇”, not with the product name.

• A template can have only one copy-code button, and the example code can be up to 20 characters.

• For a code with a countdown, use Meta’s limited-time offer template: offer text up to 16 characters, body up to 600.

• Button labels can be up to 25 characters, and URLs up to 2,000. See Meta’s template review rules.

FAQ

Related templates

Order confirmation, Replenishment reminder and Review request.

See all 20 WhatsApp message templates for ecommerce.