On WhatsApp, what you write decides whether the customer confirms or ignores you. A good confirmation message in Darija — short, personalized, human — pushes up your confirmation rate, and so your deliveries. Here's the recipe for a message that works, then ready-to-copy templates for each situation. Adapt them to your brand, product and way of speaking.
What makes a good confirmation message
A good confirmation message is short, in the customer's language (often Darija), personalized (their name, the product, the price), and ends with a simple question they answer in one word. It reassures on price and delivery time, and sounds human — not like a robot.
- Identify the order — customer name, product, amount. They instantly know what you're talking about.
- Speak their language — Darija defuses distrust better than formal French. It's the language of trust.
- Reassure on what blocks — the total price (delivery included) and the delivery time.
- End with a closed question — "wach n'affermiw?" (shall we confirm?). A one-word answer, minimal friction.
- Keep it short and human — no wall of text, an emoji or two, your real voice.
The first-contact message
The first message goes out right after the order, while intent is fresh. It recalls the order, gives the price and delivery time, and asks for confirmation in one question. Send it within minutes, not the next day.
In English, this reads roughly: "Hi [Name] 👋 it's [Brand]. We received your order: [Product] for [Amount] DH (delivery included), arriving in [X] days. Shall I confirm it?" Send it in Darija, Arabic or French depending on the customer.
Following up an unreachable customer
A customer unreachable on the first try isn't lost. Follow up at another time of day, in a light tone, leaving them a one-word answer. One or two well-placed follow-ups recover a real share of orders.
If after two follow-ups the customer still doesn't reply, don't ship blind: an order never confirmed is a candidate for return (RTO).
Answering a doubt (price, delivery time)
Many customers hesitate over the delivery price or the delivery time. A clear, reassuring answer, right away, saves the order. Restate the total price, the delivery time, and ask the confirmation question again.
Confirm and prep for delivery
Once the order is confirmed, a final message reassures the customer and cuts the risk of absence: you confirm the delivery time and ask them to be reachable when the courier calls. A forewarned customer means a delivery that lands.
Mistakes to avoid
The messages that drive customers away have things in common: too long, too robotic, sent too late, no clear question. Avoid them and your reply rate climbs.
- The wall of text — a message that's too long, the customer doesn't read it.
- The robotic tone — a frozen, impersonal script breaks trust; natural Darija builds it.
- The late confirmation — sent the next day, the urge has already faded.
- The open question — "any questions?" invites no answer; "wach n'affermiw?" does.
- Forgetting the price or delivery time — an unaddressed doubt becomes a refusal at the door.
Sending the right message, at the right time, to every customer, by hand, quickly becomes impossible as volume grows. That's where AI agents that write in Darija, 24/7, take over — on exactly this message model.