Help Center

What Are WhatsApp Media Templates?

WhatsApp Media Templates are a powerful feature within the CRM that lets you send pre-approved messages containing rich media to your contacts. You can use them to share images, videos, documents, and even location data, making your communication more dynamic and engaging than plain text alone.

Common Uses for Media Templates

These templates can enhance various aspects of your business communication:

Product Marketing: Introduce new items with high-quality photos or demonstration videos.
Promotions: Share special offers and discount codes alongside compelling visuals.
Event Management: Send out invitations with embedded maps and location details.
Customer Support: Provide helpful guides, tutorials, or forms as downloadable documents.

Creating a Media Template

Follow these steps to create a new template for sending images, videos, or documents.

Navigate to Settings > WhatsApp > Templates.
Click on Create Template.
Enter a name for your template, select a category, and choose the language.
In the template builder, enable the Header section and select the Media option.
Upload your media file (image, video, or document).
Click Create to submit the template to Meta for approval.

Creating a Location Template

To create a template that shares a specific location:

Go to Settings > WhatsApp > Templates > Create Template.
Select the Location option.
Enter the location's latitude and longitude, along with a name and address. You can obtain the coordinates from a service like Google Maps.
Complete the template creation process.

Sending Media Templates in Bulk

You can send a media template to multiple contacts at once.

Go to the Contacts section and select a smart list.
Select all the contacts you wish to message.
Click the WhatsApp icon and choose your pre-approved media template.
Add an action name and proceed. You can monitor the progress and view statistics for the bulk action.

Sending Media Templates from a Workflow

Automate the sending of media templates by using workflows.

Navigate to Automations and create a new workflow from scratch.
Set your desired trigger for the workflow.
Add a WhatsApp action and select the WhatsApp Template option.
Choose your media template, save the action, and then save the workflow. The media will be rendered when the message is sent.

Sending a Media Template in a Conversation

You can also send a media template directly within an existing chat.

Go to Conversations and select the contact.
In the message composer, click the option to use a template to initiate a chat.
Select the media template you want to send and click Send.

Note: You can change the media by updating the media URL in the template. The URL must be publicly accessible and point to a file of the correct type (e.g., a JPEG or PNG for an image template). Using an incorrect file type will result in an error.

Media File Requirements and Limits

WhatsApp enforces specific limits on media files used in templates. Attempting to upload a file that exceeds these limits will generate an error.

Documents: PDF files, maximum size 100MB.
Images: JPEG or PNG format (must be 8-bit, RGB, or RGBA), maximum size 5MB.
Videos: MP4 format, maximum size 16MB.

Frequently Asked Questions

What happens if my media file doesn't meet the guidelines?

If the media file is the wrong type or exceeds the size limit, the system will display an error and the message will not be sent.

Do templates require approval?

Yes, all WhatsApp message templates must be submitted to and approved by Meta before they can be used.

Why might a template be rejected?

Templates can be rejected for several reasons, including incorrect formatting, content that violates WhatsApp's business policies, requests for sensitive information, or the use of abusive language.

What does a 'Paused' template status mean?

A 'Paused' status indicates the template has received negative feedback or low engagement. A paused template cannot be sent until its status is changed back to 'Active'.

Using WhatsApp Media Templates