Templates are pre-approved WhatsApp messages. They're the only way to message a customer first, or after 24 hours without a reply.
Creating a template
On the WhatsApp page, under New template:
- Choose the WhatsApp number.
- Give it a Name in lower case with underscores, for example appointment_reminder.
- Choose a Category: Utility (reminders, confirmations) or Marketing.
- Set the Language, for example en_US.
- Write the Message. Use {{1}}, {{2}}… for values you fill in when sending: "Hi {{1}}, this is a reminder of your appointment on {{2}}."
- Add Example values, one per placeholder separated by |, for example Ana|Friday 10am. Meta requires examples.
- Choose Submit for approval.
Meta reviews every template. Its status shows under Message templates; only approved templates can be sent.
Sending a template
- To someone new: in Conversations, choose New WhatsApp conversation, enter the customer's WhatsApp number, pick your number and the template.
- To an existing contact: open the conversation and use WhatsApp template.
Getting approved
- Choose Utility only for messages about something the customer already asked for or booked.
- Say who you are and why you're writing.
- Avoid placeholders at the very start or end of the message.
If Meta rejects a template, the reason is shown under it. Adjust the wording and submit it again as a new template with a new name.