Managing WhatsApp Templates

Overview

WhatsApp templates are pre-approved message formats required for sending outbound messages to your contacts. This article explains how to create, submit, edit, and clone templates within your CRM.

Prerequisites

Before you begin creating templates for a specific location (sub-account), ensure the following:

• The location has an active WhatsApp subscription.
• The Meta (WhatsApp Business) onboarding process for that location is fully complete.

Creating a New Template

Access the Template Manager

Navigate to Settings > WhatsApp > Templates within your chosen location. Click the Create Template button.

Define Basic Details

Fill in the initial template information:

• Template Name: Use a descriptive name with lowercase letters and underscores.
• Category: Select the appropriate category (e.g., Marketing, Utility, Authentication). Meta will validate your template content against the rules for this category, so choose carefully to avoid rejection.
• Language: Choose the primary language for the template.

Configure the Header

The header is optional. You can add plain text or a single variable placeholder (e.g., {{1}}). If you select a media header type (Image, Video, or Document), you can add the file by uploading it from your computer or selecting it from your location's Media Library. Supported file types typically include PNG, JPG, MP4, and PDF.

Add Body and Footer Content

Enter the main message text in the Body field. You can insert variable placeholders (like {{1}}, {{2}}) here as needed. Optionally, you can add a short line of text in the Footer field.

Important: For every variable you add in the Header or Body, you must provide a sample value for Meta's review process.

Include Interactive Buttons (Optional)

You can make your template interactive by adding buttons. Options may include Quick Reply, Visit Website, Call Phone Number, or Copy Offer Code. You can add multiple buttons; if you add more than three, they may be displayed in a list format.

Submit for Approval

Once your template is complete, click Create. The template will be submitted to Meta for review. You can track its status (Pending, Approved, or Rejected) in the main Templates list.

Editing or Resubmitting a Template

To edit an existing template, go to the Templates list, find the template, click the three-dot action menu, and select Edit template. After making your changes, submit it again for Meta's approval. This is also the process for resubmitting a rejected template.

Cloning a Template

Cloning allows you to quickly create a new template based on an existing one, preserving its structure, variables, and buttons.

1. In the Templates list, find the template you wish to copy.
2. Click its three-dot action menu and select Clone template.
3. A new template creation screen will open with all the original content copied over. Rename the template and make any other desired adjustments.
4. Click Save or Create to finalize the cloned template.

Frequently Asked Questions

What do the different template statuses mean?

• Pending: The template is submitted and awaiting review by Meta.
• Approved: The template has been approved and is ready to use in messages.
• Rejected: Meta has rejected the template. You must edit it to comply with their policies and resubmit.

Why is the Create button inactive (grayed out)?

The button may be inactive if required information is missing, such as sample values for all variables, or if there is no valid WhatsApp number connected to the location. The template must also comply with Meta's content guidelines.

Can I use images or videos in my templates?

Yes, you can create media templates by selecting Image, Video, or Document as the header type during creation.