WhatsApp Templates
A template is a message format that has been pre-approved by Meta. It allows you to message customers and send bulk messages after the 24-hour response window on WhatsApp has closed…
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A template is a message format that has been pre-approved by Meta. It is the only way to message customers and send bulk messages after the 24-hour response window on WhatsApp has closed. You create templates within the CRM, submit them to Meta for approval, and track their status here.
- ChannelsThe template list is located at the bottom of the Channels screen
- Connecting and Using WhatsApp24-Hour Window and Number Linking
- WhatsApp bulk messagingSend bulk messages with a verified template
Where are the templates?
The "WhatsApp Message Templates" section at the bottom of the Settings › Channels page appears when at least one WhatsApp number is linked. There are three buttons in the upper-right corner of the section:
- Campaigns: Opens the bulk WhatsApp messaging screen.
- Sync from Meta: Retrieves templates available on Meta and adds them to the list.
- New Template: Opens the creation form.
The list displays each template’s name, language code, category, and status. When there are more than five templates, a search box and category filter also appear. Statuses are automatically updated based on notifications from Meta:
- Approved → Ready to Send.
- Pending approval → Meta is reviewing; cannot be submitted yet.
- Rejected → Meta’s reason for rejection is written in red on the line, exactly as it appears. Edit the template and resubmit it.
- Paused → The meta template has been temporarily paused; please try submitting again later.
- Disabled → This template is no longer available.
Creating a New Template
- Open the form — click the "New Template" button; a full-screen form will open. The "Preview" area on the right side of the full-screen view shows the message the customer will see as you type it.
- Credits — Enter the "Template Name" and "Language." The name must consist only of lowercase letters, numbers, and underscores; any spaces or Turkish characters you enter will be automatically converted. The name and language cannot be changed later.
- Category — Select Marketing, Transactions, or Authentication. We recommend leaving the "Allow Meta to move this template to a more appropriate category" option checked.
- Title — Optional: No title, Text, Image, Video, Document, or Location.
- Message — Enter the body text. "Add Variable" inserts the next variable into the text; the Bold, Italic, and Strikethrough buttons format the selected text.
- Sample values — Enter a sample value for each variable.
- Footer and Buttons — Both are optional.
- Submit for approval — Click the "Submit for Approval" button. The template is added to the list with the status "Pending Approval."
| Category | What is it for? | Note |
|---|---|---|
| Marketing | Promotions and Discounts | Requires customer approval; billed at the marketing rate |
| Process | Order, appointment, payment, or shipping notification | — |
| Authentication | One-time codes | Body text by Meta |
Prices and reviews are based on the meta template category; selecting the wrong category is the most common reason for rejection. If the option to change the category is disabled, an incorrect category will not be corrected—the submission will be rejected, and the rejection notice may arrive hours later.
Variables and Example Values
Variables are in the format {{1}}, {{2}} and are populated with actual values at the time of submission (e.g., customer name, order number).
- Variables must start with
{{1}}and continue without interruption. - An example value is required for each variable; the Meta template checks for these values and rejects any variable without an example.
- The header text can contain at most one variable; the footer cannot contain any variables.
Header and buttons
When you select an Image, Video, or Document title, you must upload a sample using "Upload Sample File": JPEG or PNG up to 5 MB, MP4 up to 16 MB, PDF up to 25 MB. This file is for Meta review only and is not sent to the customer; the actual file’s URL is entered at the time of submission. The coordinates in the “Location” field are also filled in at the time of submission.
| Field | Border |
|---|---|
| Message body | 1,024 characters |
| Header text and footer | 60 characters each |
| Button text | 25 characters |
| Number of buttons | Maximum of 10: up to 2 links, 1 search button, and 1 copy code button |
| Link button | The address begins with https://; a single variable can only appear at the end of the address, and an example address is required |
Button types: "Quick Reply," "Open a Link," "Call Number," and "Copy Code." Quick Reply buttons must be arranged one after another.
Authentication Templates
In this category, the body is generated by Meta and translated based on the language; there is no text for you to write. You only need to specify "Code Validity (minutes)" (between 1 and 90; if left blank, it won’t be displayed), the "Copy button text," and the security message "Do not share this code with anyone."
Fixing a Rejected Template
Click on a template in the list; the sidebar that opens on the right displays a preview, Language, Category, Status, Quality, Variables, and, if applicable, the reason for rejection. The "Edit" button opens the same form; the name and language fields are locked. Make your changes and click the "Submit Change for Review" button.
Do not delete a rejected template and recreate it with the same name: Meta will remove all language versions of the deleted template, and that name cannot be reused for four weeks. The correct approach is to edit it.
The edited template enters the review process and remains in the "Pending Approval" status until Meta approves it; it cannot be submitted during this time. If you receive the warning "This template has no Meta ID," first click the "Sync from Meta" button.
Sending a template during a call
In a WhatsApp conversation, tap the "Template" button on the toolbar in the reply box; if the window is closed, use the "Select Template" button in the locked box. Only approved templates are listed in the "WhatsApp Templates" drawer. Select one, fill in the "Message Variables" (a publicly accessible https:// file address is required for templates with media), check the preview, and click the "Send Template" button.
If you have template management permissions, you can create a template by selecting "New Template" from the same menu. The new template will not appear in this list until it is approved.
The customer has paused the shipment
Templates sent from within a conversation are sent to people who have messaged you on WhatsApp and have not stopped the message delivery. If a customer sends only "STOP," "CANCEL," or "STOP" as a message, template delivery to that number will stop; it will not resume until the customer sends "START," "YES," or "START." Regular messages do not change this setting. You can continue to reply with free-form text while the window is open.
If your quality score on Meta drops to red, the sending of marketing templates will be paused; transaction and identity verification templates will continue to be sent.
Deleting a template
The "Delete Template" button in the drawer requires confirmation. Deleting the template removes all language versions of the template; the name will be unavailable for four weeks, but previously sent messages will not be affected.