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Messaging & Templates

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WhatsApp Message Templates

Templates are pre-approved messages required for:
  • Starting a new conversation with a contact
  • Messaging contacts who haven’t replied in the last 24 hours
  • Sending broadcasts
Templates must be approved by Meta before use. Approval typically takes 24-48 hours.

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Creating a Template

  1. Go to Templates → Create Template
  2. Fill in:
FieldDescription
NameInternal identifier (lowercase, underscores)
CategoryMARKETING, UTILITY, or AUTHENTICATION
Languageen_US, en_GB, hi, ar, etc.
Header(Optional) Text, image, video, or document
BodyMain message content — supports {{1}}, {{2}} variables
Footer(Optional) Small text at the bottom
Buttons(Optional) Call-to-action or quick reply buttons
  1. Preview the template on the right panel
  2. Click Submit to Meta for approval

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Template Categories

CategoryUse CasesConversation Cost
MARKETINGPromotions, offers, newslettersCharged per conversation
UTILITYOrder updates, account alerts, shippingCharged per conversation
AUTHENTICATIONOTP, verification codesCharged per message

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Template Variables

Templates use numbered variables {{1}}, {{2}}, etc. for personalization. These are substituted at send time. Example template body: 
Hi {{1}}, your order {{2}} has been confirmed!
Expected delivery: {{3}}
Example substitution: 
{
  "components": [{
    "type": "body",
    "parameters": [
      { "type": "text", "text": "John" },
      { "type": "text", "text": "#ORD-12345" },
      { "type": "text", "text": "March 28, 2026" }
    ]
  }]
}

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Template Sync from Meta

If you’ve created templates directly in Meta Business Manager:
  1. Go to Templates → Sync from Meta
  2. All approved templates are imported automatically
Or sync an individual template with the Sync button on the template card.

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Rejected Templates

If Meta rejects your template, you’ll see a rejection reason on the template card:
Common Rejection ReasonFix
Contains promotional content in UTILITY categoryChange category to MARKETING
Variable placeholder at start/end of messageAdd text before/after {{1}}
Prohibited content (medications, gambling, etc.)Remove violating content
Duplicate of existing templateRename or modify content
Click Edit & Resubmit to fix and resubmit without creating a new template.

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Template Buttons

Templates support up to 3 buttons:
Button TypeDescription
Quick ReplyContact taps to send a predefined reply
Call to Action — URLOpens a website URL
Call to Action — PhoneCalls a phone number

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Template Preview

Use the mobile preview toggle to see how the template will appear on a WhatsApp mobile device before submitting.

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Sending Templates

From Chat:
  1. Open a conversation
  2. If the 24h window is closed, only the template picker appears
  3. Select a template, fill in variables, and send
From Broadcasts: See Broadcasts & Campaigns Via API: 
POST /api/whatsapp-api/send
Authorization: Bearer YOUR_API_KEY

{
  "to": "+919876543210",
  "type": "template",
  "template": {
    "name": "order_confirmation",
    "language": "en",
    "components": [{
      "type": "body",
      "parameters": [
        { "type": "text", "text": "John" },
        { "type": "text", "text": "#ORD-12345" }
      ]
    }]
  }
}