Creation and Administration of Templates
To initiate a conversation with a customer (or respond after 24 hours of inactivity), WhatsApp requires the use of Message Templates approved by Meta.
Prerequisites for Template Management
Before creating your templates, ensure the following requirements are met to avoid delivery errors or rejection
Active Channel: Your WhatsApp number must show as "Connected" in our platform (as completed in Part 1).
Business Verification: While you can start with limited messaging, it is highly recommended to complete the Business Verification process in the Meta Security Center. This allows you to increase your daily messaging limits and access all template categories (such as Authentication).
Policy Compliance: Familiarize yourself with the WhatsApp Commerce Policy. Templates violating these policies (e.g., selling prohibited items) will be rejected.
Accessing the Template Manager
Enter the configuration of the WhatsApp channel you just connected.
Navigate to the Templates tab. Here you will see the list of existing templates and their status (Approved, Rejected, Pending).
How to Create a New Template
Click "Create Template". A three-step wizard opens: Details, Message and Review and send. You can go back to any step you already completed by clicking it.
1. Details
Name: Lowercase letters, numbers and underscores (e.g.,
welcome_new_client). Spaces are converted automatically.Language: The language you'll write the message in.
Message type: Utility (about something the customer already did or asked for: an order, an appointment, a payment), Marketing (promotions, discounts, news or invitations to buy) or Authentication (one-time verification codes; Meta defines the text). The panel on the right shows what Meta accepts as Utility.
Start from (optional): Copies the message and buttons of another template of the channel. To create the same template in another language, keep the name and pick the new language.
2. Message
Header (optional): Text, image, video or document. A text header can't have emojis and allows up to one variable.
Message text: The main message. Use the emoji button to add emojis and the {} button to insert a variable ({{1}}, {{2}}…) where the cursor is. Variables are numbered in the order they appear.
Example values: One per variable. Meta reviews the template with these values; your customers receive the real data.
Footer (optional): Short text at the bottom of the message, without variables.
Buttons (optional): Up to 3: Quick reply, Open a website (the address can end in a variable) or Call a phone number.
The preview on the right shows the message as your customers will see it. If something doesn't follow Meta's rules, the field tells you what to fix, and Next takes you to it.
3. Review and send
Check the summary (each section has an Edit link) and click "Send to Meta". The template moves to Pending while Meta reviews it, which usually takes a few minutes. If it takes longer, see Why is my WhatsApp Business template still Pending?
If Meta doesn't accept the template, the reason appears on this step. For example, if the name is already in use or belongs to a template that was just deleted, you can pick another name right there and send it again.
Important: You will only be able to use the template in your campaigns or automations once its status changes to Approved. Sent templates can't be edited: to change one, create a new template and pick it under Start from.
Frequently Asked Questions (FAQ)
Why was my template rejected? Click the template in the list to see the reason explained in plain words, along with Meta's code. The most common causes are promotional content categorized as "Utility" and {{1}} variables without enough context. Be sure to review WhatsApp's Commerce Policies.
Why did my Utility template become Marketing? If Meta considers the message promotional, it changes the category on its own, and messages are charged at the Marketing rate. The template preview shows the change.