WhatsApp Template to Reactivate Inactive Customers at Your Restaurant

Remember that customer who used to order often and suddenly disappeared? In the food service industry this happens a lot: people forget, try another place, or simply lose the habit. But with a short, well-crafted message, you can bring them back without falling into spam. Here we leave you a template that works for pizzerias and restaurants, ready to copy and paste.

• {{1}}: the customer's name (e.g., 'Maria').
• {{2}}: your business's name (e.g., 'Don Luigi's Pizzeria').
• {{3}}: a unique promotional code (e.g., 'VUELVE10').

1. 1Copy the message and paste it into a WhatsApp Business draft.
2. 2Replace variables {{1}}, {{2}}, and {{3}} with each customer's details.
3. 3Send it to contacts who haven't ordered in the last 30 or 60 days (you can use the Wando contact list to filter).
4. 4If you use Wando, load the template into the panel and the AI will automatically suggest it when an inactive customer writes to you, so you don't have to remember anything.

When to send this message (and when not to)

Timing is everything. If you send the template too early, the customer still remembers you and the discount doesn't have the same impact. If you send it too late, they may have already found another place and aren't interested in coming back.

The ideal window is between 30 and 60 days without orders. Before 30 days, the message can feel invasive. After 60, the customer may have already forgotten you, and the response rate drops.

Don't send this message if the customer had a recent unresolved complaint. First resolve the issue, then reactivate them. Also, don't send it at odd hours: avoid before 9:00 and after 21:00, and definitely not on Sunday nights.

If the customer has already written to you after the inactivity period, there's no need to send the template: respond directly, without a discount if they didn't ask for one.

• Send it between 30 and 60 days of inactivity.
• Don't send it if there's a pending complaint.
• Avoid nighttime hours and long weekends.

What to reply if the customer responds (3 typical cases)

When the customer responds, the conversation is just beginning. Here are the three most likely responses and how to handle them.

Case 1: 'Hello! Yes, I want to order.' Here you don't need to sell more, you need to make it easy. Respond quickly and confirm the order. If you use Wando, the AI suggests a follow-up response with the steps to complete the order.

Case 2: 'What discount is that?'. The customer didn't read well or wants to confirm. Repeat the code and the benefit, without going on. Clarify if it has an expiration, but don't make up dates if you haven't set them.

Case 3: 'No, thanks, I can't right now'. Don't insist. Thank them, leave the door open, and note that they don't want promos for now. If you use Wando, you can tag them so you don't send them more marketing for a while.

• Response to 'Yes, I want to order': 'Great {{1}}! We'll be waiting for you. Do you want the order for pickup or delivery?'
• Response to 'What discount?': 'The code {{3}} gives you 10% off your next order at {{2}}. Shall we put it together for you?'
• Response to 'No, thanks': 'No problem {{1}}. Whenever you want, we're here. Have a great day!'

How to know if the message worked

The message worked if the customer orders again, but there are signs before that. Pay attention to the response rate: if out of 100 messages sent, 10 respond, that's already a good number. If they respond but don't order, check if the discount is attractive or if the message was clear.

Also look at response time: if the customer responds within the first hour, it's a sign the message mattered to them. If they respond the next day, maybe they saw it but it wasn't urgent.

In Wando, campaign stats show you how many messages were sent, how many were delivered, and how many generated conversation. There you can see if the template performs or if it needs adjustment.

Another key metric: how many used the discount code. If the code isn't used, the problem could be the code itself (too long, unclear) or that the discount isn't enough.

• Response rate: if 1 out of 10 responds, that's fine.
• Response time: the first hour is a good sign.
• Code usage: if nobody uses it, check the discount.

Why Meta can reject this template (and how to avoid it)

Meta reviews all marketing templates before approving them. If they reject it, it's not the end of the world: you fix it and resubmit. The most common reasons for rejection are:

1. Lack of opt-in: the customer did not give consent to receive promotional messages. Without that, the template won't be approved, or if it is approved, you risk a block.

2. Misleading content: if the message promises a discount that doesn't exist or a code that doesn't work, Meta rejects it. Always verify that the code is active before sending.

3. Incorrect format: poorly defined variables (for example, without {{1}}, {{2}}) or strange characters can cause rejection.

The fix is simple: read the rejection reason in the Meta panel, adjust what it indicates, and resubmit. Approval can take up to 48 hours, so plan ahead.

• Verify that the customer has given opt-in.
• Use a real and active discount code.
• Respect the variable format {{1}}, {{2}}, {{3}}.

Formal vs. close variant: which to use and when

The template we gave you is the middle ground: close but not informal. But depending on the type of customer, it's better to lean one way or the other.

The formal variant ('Dear {{1}}') works for older customers, or if your restaurant is high-end and the treatment is more distant. It's also the safe option if you don't know the customer well or if the relationship is purely transactional.

The close variant ('Hey {{1}}!') is ideal for neighborhood restaurants, pizzerias, or if you already have a rapport with the customer. If the customer uses 'tú' with you or greets you with 'hi, how's it going?', the close version will resonate better.

When in doubt, use the intermediate version: it's warm enough without overdoing it. If the customer responds with confidence, then you can switch to a closer tone in the chat.

• Formal: new customers, upscale restaurants, distant treatment.
• Close: regular customers, neighborhood restaurants, prior rapport.
• Intermediate: the safe option for most cases.