Creating a WhatsApp Template

Step-by-step guide to creating a WhatsApp template.

While sending a business-initiated conversation with a contact, it is mandatory to use a WhatsApp verified template message.

Step 1: Add template message details

  1. Goto Channels -> WhatsApp -> Template message and click 'Add template'

  2. Choose the WhatsApp number from the list

  3. Choose the "Template category"

Template messages are of the following types:

To create a WhatsApp template, goto Channel Configuration -> WhatsApp -> Template Messages.

  1. Choose the language which will be used in the template

Step 2: Add the content of the template message

A template message is made up of the following sections -- Header, Body, Footer and Buttons.

Header (Optional)

It is the topmost portion of the template message.

You can choose to add the following:

  • No header - Header is excluded in the message.

  • Text - Add a text message which appears as the title.

  • Image - Upload a static image.

  • Image (Dynamic) - Displays a dynamic image as supplied to the system.

  • Video - Upload a video.

  • Video (Dynamic) - Displays a dynamic video as supplied to the system

  • Document - Upload a document.

  • Document (Dynamic) - Displays a dynamic document as supplied to the system

Body

Usually contains a piece of text that makes up the majority of the template message. Use emojis and markdown formatting to format your body.

Use variables here by typing # to view the variable list.

If used, send the variable data to the outbound bot, else, it will not replace the variable value.

Maximum character limit is 1024.

Add a short text which appears below the body. Used mostly to convey legal consent or display hot keywords like "STOP to unsubscribe".

Interactive actions

Interactive action help you get an actionable response when the contact receives the template message.

Buttons are of two types:

Quick replies

You can add upto 3 reply buttons which when clicked can be driven through a defined chatbot flow.

Call to action button

You can define upto 3 call to action buttons, each with a maximum of 20 characters. When clicking on an call to action button, you can direct the user to a webpage or a phone number on their dialer.

Step 3: Submitting the template message for Meta approval

Finally, proofread the template message for mistakes or grammar errors before clicking the submit button. Once submitted, you can't make changes to the same WhatsApp Template Message.

If you have used any variables in the template variables, you will be asked to submit example values of what could be sent when actually used.

It typically take 1 minute - to 24 hours for WhatsApp template messages to get approved!

You can hit "refresh" icon next to the status of a submitted template to get the latest status.

Here are the possible status for a submitted template:

  • IN REVIEW - By default, all submitted templates are in this template until approved.

  • APPROVED - When approved by Meta. Only these templates can be used.

  • REJECTED - Rejected during the review process.

  • INACTIVE - Disabled due to recurring negative feedback from customers.

Guidelines to creating a WhatsApp template

Best Practices:

Following are few suggestions to maintain high quality of messages;

  • Message needs to be compliant with WhatsApp Business Policy

  • Send Message to only those who have opted into receiving messages from your business

  • Messages need to be highly personalised and useful to visitors. Avoid open ended messages

  • Keeping track of frequency of messages sent across to the visitors during the day. Avoid sending too many messages in a single day

  • Informational messages needs to be optimised for content and length

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