Message Templates
Use WhatsApp Message Templates to re-engage with your contacts after the messaging window.
Last updated
Use WhatsApp Message Templates to re-engage with your contacts after the messaging window.
Last updated
In order to send these message template to the contacts, the message templates needs to be submitted for review and approval by WhatsApp. This can be done via the WhatsApp API Partners portal or Facebook.
Please refer to the respective WhatsApp API Partners to set up the WhatsApp Message Template:
If you need to reach your WhatsApp contacts after 24 hours, you can send them a WhatsApp Message Template. Before sending them a WhatsApp Message Template, you will need the following: - Message Templates approved by WhatsApp at the respective platform - Approved Message Templates defined in Alexa360 platform
When a WhatsApp Contact's messaging window has expired, the messaging bar will be replaced with a SEND MESSAGE TEMPLATE button.
You can also send WhatsApp Message Templates while the messaging window is still open. Choose WhatsApp as the channel and click the Message Template icon in the message composer to select a template.
To send a Message Template, click the SEND MESSAGE TEMPLATE button at the bottom of the Messages Module. This appears when the messaging window has expired.
To send a Message Template during the messaging window, click the Message Template icon in the message composer.
Step 2: Select the desired template
Select the template you want to send to your Contact. You can search and filter by category and language.
Step 3: Fill in the required fields
If you wish to personalize the message, specify the parameters for the template; you may use Dynamic Variables to fill in the required fields. This means you need to fill in the values for {{1}}, {{}}, etc.
Step 4: Send the message
Review the information and click Send when you're ready.
When a user is typing the values for the parameters, the parameters in Message Preview will be replaced with the values for users to review before sending it to the Contact.
Why are my message templates not being approved?
There could be several reasons why your message templates are not being approved:
Technical issues: Ensure your message templates are formatted correctly and do not contain any technical errors.
Inappropriate language or tone: Avoid using offensive, harassing or spammy language.
Incorrect use of template category: Ensure the right template category is selected to match the type of message being sent. For example, Shipping Update can only be used for specific, approved purposes such as shipping updates and confirmations.
Violation of Meta Commerce Policy: Make sure your message templates comply with the Meta Commerce Policy, which includes guidelines on content such as spam and unapproved products or services.
How can I delete a WhatsApp message template?
To delete a WhatsApp message template, log into Facebook Business Manager > WhatsApp Manager > Account Tools. Select the template you want to delete and click Delete.
You cannot delete sample message templates provided by Meta. There will not be a delete button on these templates.
Why is my WhatsApp message template taking so long to approve?
Why is the link I attached in my Template Message displaying as plain text on the Contact’s side?
This is due to a limitation from both Android and iOS. The first template message from a business will display the link in the message as plain text. For Android users, the link will turn into a clickable hyperlink after the Contact replies to the business once. However, for iPhone users, the link will remain as plain text until the Contact saves the business’ phone number. This is due to a security measure taken by the iOS system.
Workaround solution:
Here’s an example of how a message with a Call-To-Action button will look like:
As of now, our WhatsApp API Partners (excluding Chat API) has a timeout period that does not allow sending a message after 24 hours messaging window. This timeout period, also known as the Customer Care Window, starts from the last incoming message sent by the contact. However, there is a way to send messages after this window using a feature provided by WhatsApp known as .
WhatsApp Message Templates are plain text and interactive message formats businesses can use to initiate contact with customers or when sending a message outside the messaging window. They require pre-approval from WhatsApp to ensure they abide by WhatsApp’s and Policies.
Learn more about .
The approval process for WhatsApp message templates can vary depending on the content type. This process can take anywhere from 3 hours up to 24 hours. It's important to follow the guidelines closely to avoid any delays or rejections in the approval process. Learn more about the .
To encourage Contacts to click the link, you can embed the link in a Call-To-Action button in the template message. Follow .
