Having the right WhatsApp message ready for every situation is one of the simplest ways to improve your customer experience without adding hours to your day. Instead of typing the same information repeatedly, you save professional templates as quick replies — accessible with a "/" shortcut — and send them with two taps.
This article gives you ready-to-use WhatsApp templates for six common business situations Sri Lankan businesses face — each in both English and Sinhala-English mix. Copy the ones that match your business, adapt the bracketed details, and set them up in WhatsApp Business.
If you are new to WhatsApp Business, read our guide on WhatsApp Business tips for Sri Lankan small businesses first — it walks you through how to set up quick replies and auto messages.
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1. Out of Stock / Waitlist Template
English
Hi [Customer Name]! 😊 Thank you for your interest in [Product Name].
Unfortunately, this item is currently out of stock. 😔
Great news — we are restocking soon! Would you like to be added to our waitlist? Once new stock arrives, you will be the first to know.
Just reply "YES" and we will save your spot! 🙌
Sinhala Mix
හෙලෝ! 😊 [Product Name] interest කරලා thank you.
Sorry — දැන් stock නෑ. 😔
But restock කරනවා ඉක්මනින්! Waitlist eka ඇතුල් කරන්නද? Stock ආව ගමන් first ම notify කරනවා.
"YES" reply කරන්නකෝ! 🙌
2. Delivery Delay Notification
English
Hi [Customer Name], 🙏
We sincerely apologise for the delay with your order ([Order Details]).
Due to [brief reason — e.g., high demand / courier delays / weather conditions], your delivery is slightly behind schedule. Your updated estimated delivery is [New Date/Time].
We truly appreciate your patience. If you have any concerns, please reply to this message and we will assist you immediately.
Thank you for your understanding! ❤️
Sinhala Mix
හෙලෝ [Customer Name], 🙏
ඔයාගෙ order ([Order Details]) delay වෙලා sorry. 😔
[Brief reason] නිසා ටිකෙකින් delay. Updated delivery: [New Date/Time].
ඉවසිලිවන්ත වෙලා thank you. Question තිබ්බොත් reply කරන්නකෝ! ❤️
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3. Festival / Holiday Greeting with Offer
English
Subha Aluth Avuruddak Wewa! 🌸🎊
Wishing you and your family a joyful and blessed New Year!
To celebrate, we are offering [X]% off all orders placed before [Date]. Use this message as your discount code — just mention "AVURUDU2025" when ordering.
Thank you for your continued support. We truly value your trust in us! 🙏❤️
Sinhala Mix
සුභ අලුත් අවුරුද්දක් වේවා! 🌸🎊
ඔයාගෙ family ටත් happy Avurudu!
Avurudu offer: [Date] ට කලින් order කළොත් [X]% off! "AVURUDU2025" කියලා mention කරන්නකෝ.
Support කරලා thank you! ❤️🙏
4. Polite Payment Reminder
English
Hi [Customer Name]! 😊
Just a friendly reminder about your pending order ([Order Details]).
Payment of Rs. [Amount] is due to confirm your order.
Bank Details:
🏦 Bank: [Bank Name]
💳 Account: [Account Number]
👤 Name: [Account Name]
Please share your payment slip once transferred. We will dispatch your order immediately after confirmation! 🚚
Thank you! 🙏
Sinhala Mix
හෙලෝ [Customer Name]! 😊
ඔයාගෙ order ([Order Details]) confirm කරගන්න payment reminder.
Rs. [Amount] pay කරන්නකෝ.
Bank Details:
🏦 [Bank Name]
💳 Account: [Number]
👤 [Name]
Transfer කළාට පස්සේ slip eka send කරන්නකෝ. ඒ ගමන් dispatch කරනවා! 🚚
Thank you! 🙏
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5. Post-Delivery Feedback Request
English
Hi [Customer Name]! 😊
We hope your order arrived safely and that you love it!
We would really appreciate it if you could share your experience with us — even just a few words would mean a lot to us as a small business. 🙏
⭐ Did everything arrive as expected?
⭐ Are you happy with the quality?
⭐ Any suggestions for improvement?
Your honest feedback helps us serve you and our other customers better. Thank you so much! ❤️
Sinhala Mix
හෙලෝ [Customer Name]! 😊
Order ලැබුනාද? Happy ද? 🎊
Small business eka හැටියට ඔයාලාගෙ feedback eka ගොඩක් important. ටිකෙකින් හරි reply කරොත් ගොඩක් help වෙනවා! 🙏
⭐ Order okay ද?
⭐ Quality happy ද?
⭐ Improve කරන්න ඕන දෙයක් තිබ්බොත්?
Thank you ගොඩක්! ❤️
6. Referral / Word-of-Mouth Request
English
Hi [Customer Name]! 😊
Thank you so much for your recent order — we truly hope you loved it!
If you have any friends or family who might enjoy our products, we would be so grateful if you could share our WhatsApp number with them. 🙏
As a thank you, your next order gets [X]% off when you refer someone who places an order! Just make sure they mention your name.
Thank you for being such a wonderful customer! ❤️
— [Business Name]
Sinhala Mix
හෙලෝ [Customer Name]! 😊
Order කරලා thank you! Happy ද? 🎊
ඔයාගෙ friends / family කෙනෙකුට හරි share කරොත් ගොඩක් help. 🙏
Refer කරොත් — ඔයාගෙ next order ට [X]% off! ඔයාගෙ name mention කරන්නකෝ.
ගොඩක් thanks! ❤️
— [Business Name]
💡 How to Set These as Quick Replies
In WhatsApp Business: Settings → Business Tools → Quick Replies → Add (+). Paste the template text, give it a keyword shortcut (e.g., /stock, /delay, /avurudu). When chatting, type "/" and the shortcut to instantly insert the template. Saves minutes every single day.
Conclusion
These six templates cover the most common customer communication situations for Sri Lankan small businesses on WhatsApp. Set them up as quick replies, adapt them to your brand voice, and you will immediately feel the difference — faster responses, fewer repeated explanations, and a more professional impression for every customer.
Frequently Asked Questions
Can I use these templates for WhatsApp group broadcasts?+
Yes, with minor adjustments. Remove personalised greeting fields like [Customer Name] when sending to a broadcast list. Keep the message general but warm. Broadcast messages work best for announcements, offers, and festival greetings — not for personalised follow-ups or order updates, which should always be individual conversations.
How do I save these as quick replies in WhatsApp Business?+
Open WhatsApp Business → Settings → Business Tools → Quick Replies → tap the "+" button. Add the message text and a shortcut keyword (e.g., /stock for the out-of-stock template). When chatting, type "/" to see all your quick replies, or type "/" followed by the keyword to jump directly to that template.
Should I personalise these messages for each customer?+
Always replace [Customer Name] and [Order Details] with the real information before sending. A quick reply is a starting point, not a finished message. The 10 seconds you spend personalising it — adding the customer's name and their specific product — makes the message feel personal rather than automated, which significantly improves customer trust and response rates.
WhatsApp TemplatesWhatsApp Business
Small Business Sri LankaCustomer Communication
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Toolex Editorial Team
The Toolex.lk editorial team writes practical guides for Sri Lankan small business owners and freelancers — real advice, no jargon.