Message Templates
A message template can be text-based, media-based, or interactive:
Constraints:
- The following types of message are supported: text, message templates, images, documents and audio.
- A text message can be a max of 4096 characters long.
Create Template Using the Templates Manager
Message templates are created using our API and UI. Your message templates will be reviewed by WhatsApp team to ensure they do not violate WhatsApp policies. Once approved, your business will have its own namespace where the message templates live. Go to Sidebar → WhatsApp Business → Template. Click on Add button.
When creating a message template, you must have the following:
- Message template name — Can only contain lowercase alphanumeric characters and underscores ( _ ). No other characters or white space are allowed.
- Components of the message template — Fill in the template with the text and/or media components, including parameter placeholders, as required. Make sure it contains no newlines, tabs, or more than 4 consecutive spaces and meets the length restrictions.
- Description: Enter a brief description to understand about your template.
- Waba Number: Select the WABA number as per your preference.
- Category: Choose which type of template you’d like to create. You can hover over the template types to view details for each template.
- Language: Choose which languages your message template will include. You can delete or add more languages in the next step.
- Header: Use text or media for an optional header.
- Body: Add the content of your message here. You can edit text formats, add emojis or include variables, which allow a developer to add unique information such as specific names, locations or tracking numbers when inputting the templates.
- Footer: Add a short line at the bottom of your message.
- Buttons: Add a call-to-action or quick reply button to let your customers quickly respond to your message or take an action.
- Call-to-action buttons, include options such as “Call Now” or “Visit our Website”. This lets you add a phone number or website URL to your message. You can choose from a Static (fixed) website URL or a Dynamic website URL, which creates a personalised link for the customer to view their specific information on your website by adding a variable at the end of the link.
- Quick reply buttons allow people to choose from up to three options, such as “Yes”, “No” or “Maybe”.
- When completed, click Submit.
- Your template will now be sent for review. The status of your template is viewable under Message templates. After your message has been approved, you can work with your developer to input your message templates.
- Add Sample: Click on Add Sample button only if you add variables in Header, Body and Call to Action Dynamic URL. This helps WhatsApp team during the review and approval process, so WhatsApp can understand what kind of message you plan to send. Make sure that these are examples and do not include any private or personal information.
Examples
Creating a welcome message where the message template name is welcome and the message is
"Welcome {{1}}. We look forward to serving you on WhatsApp."
Creating an order confirmation message where the message template name is order_confirmation and the message is
"Your order {{1}} for a total of {{2}} is confirmed. The expected delivery is {{3}}."
Translations
WhatsApp does not do any translations for your business. All message template translations must be entered by you in same format described here. The element name is the same for all translations.
Manage Templates
View a list of message templates that you have submitted.
You can do the following:
- View the status (approved, pending, rejected) of templates. Approved templates are live and available to use.
- View additional details about a template: Click a template to view the details.
- Search for templates: Use the search field.
Template Types
Make sure to use the correct template type. If you do not select the right type this may result in template rejection.
| ACCOUNT_UPDATE | Notify the message recipient of a change to their account settings. | Profile change. Updated preferences. Settings changed. Membership expired. Password changed. |
PAYMENT_UPDATE | Notify the message recipient of a payment update for an existing transaction. | Receipt. Out-of-stock notification. Auction ended. Transaction status. |
PERSONAL_FINANCE_ UPDATE | Notify the message recipient of financial activity. | Payment reminders. Payment receipts. Transfer confirmations. Other transactions. |
| SHIPPING_UPDATE | Notify the message recipient of a change in shipping status for a product that has already been purchased. | Delivery status changes. |
RESERVATION_UPDATE | Notify the message recipient of updates to an existing reservation. | Itinerary changes. Location changes Cancellations. Reservations. Upgrades. |
| APPOINTMENT_UPDATE | Notify the message recipient of a change to an existing appointment. | Time changes. Location changes. Cancellations. |
TRANSPORTATION_ UPDATE | Notify the message recipient of updates to an existing transportation reservation. | Flight status changes. Arrivals / Departures. |
| TICKET_UPDATE | Send the message recipient updates or reminders for an event for which a person already has a ticket. | Time changes. Location changes. Cancellations. Refunds. |
| ISSUE_RESOLUTION | Notify the message recipient of an update to a customer service issue that was initiated in a Messenger conversation, following a transaction. | Resolutions. Status updates. Request for more information. |
| ALERT | Send useful information. | Business hours/hours of availability. Check-in/check-out times |
Template Rejection
If a template follows the guidelines listed in the Deliverability and Compliance section and the WhatsApp commerce policy, but the template is rejected by WhatsApp, you can appeal the rejection. To appeal, submit a support ticket:
- Account name
- Template name
- Placeholder values
- Sample of the media file (for templates containing media headers)
