Templates

What Are Templates?

WhatsApp requires businesses to use pre-approved message templates when sending the first message to a customer or when the 24-hour conversation window has expired.

Why Do I Need Templates?

• Starting conversations -- You can't message a customer out of the blue without a template.
• After 24 hours -- Need a template to re-open expired conversations.
• Broadcasts -- Sending the same message to multiple customers.
• Notifications -- Order confirmations, shipping updates, appointment reminders.

How To Create a Template

1. Click Templates on the left sidebar.
2. Click Create Template (the + button).
3. Fill in the details:

• Template Name -- Lowercase with underscores (e.g., "welcome_message").
• Category -- Marketing, Utility, or Authentication.
• Language -- Select the language (e.g., Malay, English).
• Header (optional) -- Text, image, video, or document. You can upload media files directly.
• Body -- Main message. Use variables like {{1}}, {{2}} for dynamic content.
• Footer (optional) -- Small text at the bottom.
• Buttons (optional) -- Call-to-action or quick reply buttons.

4. Click Submit for Review.
5. Wait for WhatsApp to approve your template (usually takes a few minutes to a few hours).

Template Examples

Welcome Message:

Hi {{1}}! Welcome to our shop. We're here to help you find the perfect outfit.
Reply to this message to start chatting with us!

Order Confirmation:

Hi {{1}}, your order #{{2}} has been confirmed!
Total: RM{{3}}
Delivery: {{4}} business days

Promotion:

Hi {{1}}! Good news -- our Sale has started!
Get up to 50% off on all items this weekend.
Shop now before stocks run out!

Template Status

Draft Templates

You can save templates as drafts before submitting for review. Drafts let you prepare and review templates before sending them for WhatsApp approval. When you're ready, open the draft and click Submit for Review.

Template Permissions

The Send Templates permission controls who on your team can send template messages. Configure this in Organization settings under team member roles. Only users with this permission can send template messages from the Inbox or Broadcasts.

Common Questions

How long does approval take?

Usually a few minutes to a few hours. Rarely up to 24 hours.

Why was my template rejected?

Common reasons: spammy language, missing personalization variables, unclear purpose, or policy violations.

Can I edit an approved template?

You'll need to create a new template. Approved templates can't be edited directly.

Can I save a template without submitting?

Yes, save it as a Draft. You can review and submit it later when you're ready.

Updated on: 21/04/2026