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Template design

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Learn about Chat App Message Service template categories, and how to create, edit, and delete templates.

Template categories

  • Marketing templates

    Marketing templates are the most flexible — not tied to specific transactions, but related to your business, products, or services. They can include promotions, offers, welcome or closing messages, updates, invitations, recommendations, or request responses. Marketing templates support custom templates, catalog message templates, and multi-product message (MPM) templates. In custom templates, you can customize the message content and layout. To switch formats, click the format drop-down list in the upper-right corner of the design page. For sample templates, see Marketing templates.

    • Custom templates

      Buttons and descriptions in custom templates (click to expand)

      Button

      Description

      04

      Add a template language.

      05

      Undo the last operation.

      06

      Redo the last undone operation.

      07

      Add a message header.

      Note

      You can add only one header to a template.

      image.png

      Add a limited-time offer.

      • If the expiration time feature is disabled and a coupon code button is added, the coupon code button must be the first button.

      • If the expiration time feature is disabled and no coupon code button is added, a URL button must be the first button.

      Note

      You can add only one limited-time offer to a template.

      08

      Add a message footer.

      Note

      • You can add only one footer to a template.

      • Footers are not supported in limited-time offer templates.

      09

      Add a URL button.

      Enter a Button Name, URL Type, and URL.

      Note

      • You can add only two URL buttons to a template.

      • URL buttons are not supported in catalog message templates and MPM templates.

      10

      Add a call button.

      Enter a Button Name, Country/Region, and Phone Number.

      Note

      • You can add only one call button to a template.

      • Call buttons are not supported in catalog message templates and MPM templates.

      11

      Add an auto-reply button.

      Enter the Button Text and add an Event Type.

      • If you set Event Type to Open Message, select a message template.

      • If you set Event Type to External Event, select a business system, intent, and default message.

      Note

      • A template can contain a maximum of 10 buttons. This includes URL buttons, call buttons, auto-reply buttons, and coupon code buttons.

      • Auto-reply buttons are not supported in catalog message templates and MPM templates.

      image.png

      Add a coupon code button.

      The name of the coupon code button is fixed as "Copy Coupon Code". Select a text variable for the button.

      Note

      You can add only one coupon code button to a template. When used with a limited-time offer, place the coupon code button first.

      010

      Add a stop promotion button.

      To use the Stop Promotion button, select the check box in the button settings area to agree to the protocol.

      Note

      You can add only one stop promotion button to a template.

      WhatsAppFlow

      WhatsApp Flow button.

      In the message template, select a published WhatsApp Flow. Click the Sync Flow button and select a WhatsApp Flow from the drop-down list.

      Note

      You must create and publish a WhatsApp Flow on the Facebook Business Manager (FBM) platform before you can select it in Chat App Message Service using the sync feature.

    • Catalog message templates and MPM templates

      Catalog message templates and MPM templates are marketing templates for the Meta e-commerce catalog. Before using these templates, grant authorization and bind a product catalog. For more information about catalog authorization and binding, see Catalog management. For more information about how to create and send product catalog templates, see Best practices for product catalog templates.

  • Utility templates

    Important

    Any template that mixes utility and marketing content is classified as a marketing template.

    • Utility templates relate to specific, agreed-upon transactions. Use them to confirm, suspend, or change a transaction or subscription.

    • Utility templates do not support marketing-specific buttons such as limited-time offers, coupon codes, or stop-promotion buttons.

    • For sample templates, see Utility templates.

  • Authentication templates

    • Authentication templates are the most restrictive. They use WhatsApp-predefined formats and can include optional add-ons such as security disclaimers and expiration warnings. Each template requires a one-time password (OTP) button to copy or auto-fill the password.

    • Use authentication templates to verify users with OTPs.

    • Authentication template content and parameters cannot contain URLs, media, or emojis. Parameters are limited to 15 characters.

    • For more information about authentication templates, see Best practices for authentication templates.

    • For sample templates, see Authentication templates.

Procedure

Prerequisites

Create a template

  1. Log on to the Chat App Message Service console.

  2. In the left navigation pane, click Channel Management.

  3. On the Channel Management page, find the WhatsApp channel that you want to manage and click its Channel ID or Manage.

  4. On the channel details page, choose Template Design > Create Template.

  5. In the Add dialog box, enter a Template Name, and select a Category and Language.

    Note

    WhatsApp reviews template content against the selected category. If the content does not match, WhatsApp automatically updates the category.

    Important

    WhatsApp may reclassify a template based on its content. For example, after a utility template is approved, WhatsApp may determine the content is for marketing purposes and reclassify it as Marketing. You are then charged based on marketing message billing rules. To pause sending after a category change, select the Pause sending when category is changed check box. For more information, see WhatsApp message template category changes and sending controls.

    The final template category for billing purposes is reflected on the bill.

  6. Click OK to start designing the template. To set variables or upload materials, see Add variables or Upload materials.

  7. After you finish configuring the template, click Save.

  8. Click Submit. After WhatsApp approves the template, you can use it to send messages.

Edit a template

  1. On the Template Design page, find the template that you want to edit and click its name or click Edit in the Actions column.

  2. Edit the template as needed. To set variables or upload materials, see Add variables or Upload materials. To create multilingual templates with AI translation, see our best practice.

    Note

    You can edit a template regardless of its review status. However, editing an approved template requires re-submission for review, with these effects:

    1. The template cannot send messages until re-approved.

    2. Ongoing sending tasks using this template will fail.

    Exercise caution when you edit an approved message template.

Delete a template

  1. On the Template Design page, find the template that you want to delete and click More > Delete in the Actions column.

  2. In the Delete confirmation dialog box, click OK.

    Note

    • Per WhatsApp regulations, after deleting a template, you must wait 30 days before creating a new template with the same name.

    • Deleting an approved template causes ongoing sending tasks to fail.

    • Exercise caution when deleting templates.

What to do next

Send WhatsApp messages

References

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