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Create a message template for WhatsApp Business
Create a message template for WhatsApp Business

Learn to create a message template for WhatsApp Business.

Gareth Burroughes avatar
Written by Gareth Burroughes
Updated over 2 weeks ago

Before you start

Things you need to know:

  • Only custom templates are supported. When asked to choose between Custom, Catalog, and Flows, you must always select Custom.

Understanding templates

Templates are used in template messages to open marketing, utility, and authentication conversations with customers. Unlike free-form messages, template messages are the only type that you can send to customers who have yet to message you or have not sent you a message in the last 24 hours.

Templates must be approved before you can send them in template messages. In addition, templates might be disabled automatically based on customer feedback and engagement. Once disabled, a template cannot be sent in a template message until its quality rating has improved or it no longer violates our business or commerce policies.

Create a message template for WhatsApp Business

Follow the step-by-step instructions to create message templates for your WhatsApp Business account in Meta’s official article Create message templates for your WhatsApp Business account.

Variables in templates

Number variables are supported in templates. However, text variables are not currently supported.

Template approval process

Once you have created your template, you can submit it for approval. The decision can take up to 24 hours. Once a decision has been made, a notification appears in your WhatsApp Manager, and we will email your Business Manager admins. We also send a webhook notification if you are subscribed to message template status changes. Learn more in Monitoring Status Changes.

If your message template is approved, its status is set to Active - Quality pending, and you can start sending it to customers.

If your message is rejected, you can edit it and resubmit it for approval or appeal the decision.

Component

Description

Optional

Header

Add a title or choose which type of media you'll use for this header.

Yes

Body

Enter the text for your message in the selected language.

You can edit text formats, add emojis, or include variables. These allow us to add unique information, such as specific names, locations, or tracking numbers.

No

Footer

Add a short line of text to the bottom of your message template.

Yes

Buttons

Select from a variety of buttons for marketing and utility messages to drive engagement.

Options include:

  • Call to action

  • Quick reply

If you don't want to add any buttons, select None.

Yes

Call to action (Button option)

Combine up to 10 buttons in a button list for actions like 'Call phone number' and 'Visit website.' You can include up to 2 URLs (Static or Dynamic) for personalized links.

You can combine a call-to-action and a quick reply as one button.

Quick reply
(Button option)

Create up to three buttons for customer responses.

Currently, you can't automate quick replies in Dotdigital.

Templates support

Here is a table summarizing the components that can be included in templated messages. It outlines the differences between what is supported in the Dotdigital WhatsApp Editor and what can be sent via API.

Component

Sends via Dotdigital Platform

Sends via API

Header

- Text
- Image

- Text
- Image
- Video
- Document

Body

- Number variables

- Number variables

Buttons

- Visit website button (if dynamic)

- Visit website button (if dynamic)
- Copy offer code button

Below is an example of a campaign based on a template that includes:

  • Image header

  • Text body

  • Visit website button


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