Templates
Create WhatsApp message templates, get them approved by Meta, and use them to start chats and run broadcasts.
A template is a message Meta approves before you send it. You need one to start a chat, to message a customer outside the 24-hour window, and for broadcasts.
Open templates
Click Templates on a number card. Use Templates for: to switch numbers.
Click a template to preview it. Search and filter by category or status. Sync from Meta (the refresh button) pulls in templates you created or changed in Meta.
Template categories
Meta reviews each template against its category and charges by category.
| Category | When to use | Example |
|---|---|---|
| Marketing | Offers, announcements, and re-engagement | Hi {{1}}, our summer sale starts today. Reply to see this week's offers. |
| Utility | Updates about something the customer asked for, like orders, bookings, or reminders | Hi {{1}}, your order {{2}} has shipped and arrives on {{3}}. |
| Authentication | One-time codes that confirm who the customer is | A one-time code with a copy-code button, for example 123456 is your verification code. |
Pick the category honestly: Meta can lower your messaging limit if marketing is sent as utility. See Meta's template guidelines.
Template statuses
| Status | Meaning |
|---|---|
| APPROVED | Ready to send. |
| PENDING | In review, usually a few minutes and up to 24 hours. |
| REJECTED | Fix the wording and create it again. The reason is in Meta's WhatsApp Manager. |
A template with a media header needs its file before it can send. Open it and click Upload, or paste a public URL. The file is reused on every send.
Create a template
Start a new template
Click New template. A live preview shows on the right.
Name, language and category
- Template name: lowercase letters, numbers, and underscores only, for example
order_confirmation. - Language: the language the message is written in.
- Category: Marketing, Utility, or Authentication. See Template categories.
Write the message
- Header type (optional): None, Text, Image, Video, or Document. For a media header, upload the file here.
- Body text: the message. Use
{{1}},{{2}}for values that change per customer, with some fixed text around each. - Footer text (optional): up to 60 characters, for example "Reply STOP to opt out".
- Buttons (optional): Quick reply, URL, or Phone number.
Authentication templates can't have variables or custom buttons; add a copy-code button with Add OTP button.
Submit
Click Create template. It shows as PENDING until Meta reviews it.
Interakt templates are created in Interakt and synced here.
Send a template in a chat
- In the chat inbox, click New chat, or in a chat click + and choose Template.
- For a new chat, enter the customer's Phone number with the country code.
- Pick an approved template.
- Fill in each variable. If the template has a media header, choose Use a link or Upload a file.
- Check the preview and click Send template.
When they reply, you can chat freely for 24 hours.