WhatsApp. Templates
  • 24 May 2023
  • 5 Minutes to read
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WhatsApp. Templates

  • Dark
  • PDF

Article Summary

WhatsApp Template Guide


WhatsApp Business Platform has new mandatory template guidelines to enable wider usage of the services, OTP messages, and customer updates. This guide presents the new categories (effective May 1, 2023), the procedure for creating a new template based on these policies and selecting and using an existing template.

At this guide:

The New Categories

WhatsApp new categories include the following four types:

  1. Authentication — Indicates business-initiated conversation related to the authentication process with a customer. This may consist of password-related communication or a multi-step login process.

  2. Utility - Indicates business-initiated conversation related to an existing transaction and is meant to confirm, suspend, or change the transaction’s details. Included in this category are accounting, billing, and payment notifications.

  3. Marketing — Indicates business-initiated conversation with a message unrelated to a specific transaction. This category includes promotions or offers, welcoming/closing messages, product or service updates, invitations or recommendations, requests to respond, or a new transaction.

    Note: A template with a mix of utility and marketing content is classified as a marketing template.

  4. Service — Indicates the customer initiated the conversation (the customer sent a message).

Creating a New Template

  1. At the CommBox console, navigate to Settings> Modules and select WhatsApp from the Channels section.
  2. Select the Module Setting tab from the top, followed by the WhatsApp Message Template extendable menu.
    A list of existing templates will open at this point. Your business created these templates. Note the new column indicating the WhatsApp Category.

3. Click the Add New Template button at the top right corner of the screen.

  1. At the new dialog box, enter the information for submission:
    a. Select the WhatsApp category and WABA (business) account. The chosen category has to best describe the content of the template.

    Note: This is a mandatory selection with related charges by WhatsApp.

    WhatsApp may reject your template or assign a different category to your submissions. A possible example is offering additional services to an existing customer. The business may consider it a Utility template, while WhatsApp may count it as Marketing.

    b. You may accept WhatsApp decisions in advance by checking the box in this section.

    c. Choose a name for your template (English only).

    Note: All characters must be in lowercase letters. Use underscores (_) to mark spaces.

    d. Enter a business-related name for this template that will help indicate the content of the template (for example, End-of-the-year Sale).

    e. Select the message’s language(s).

  2. Click Next.

  3. In the following dialog box, continue creating the details of your template.
    The template comprises a header (optional), a body, and a footer (optional).
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    a. Language – The template’s language appears in the dropdown menu on the left. Select the language for your message. You can add languages from the dropdown menu on the right. Delete languages by clicking Delete after selecting the language you want to delete appears on the left.
    b. Header - Select the header type from the dropdown menu at the left (none /image/text). If you want an image-type header, you can choose from an image, a video, or a document.
    When choosing a text heading, you may add a single variable to the text (Ex: “Hello {customer name}!”).
    Note: If you use a variable in your document, WhatsApp requires that you submit a sample. Click Add Sample to upload a sample.
    c. Body - Enter the text of your template (1024 characters limit). Ensure that the text is written in the same language currently selected. If you selected multiple languages for your template, select each language separately and then compose a text for each specific language.
    d. Added Variables – If you want to add variables to your template, add them as you compose the text by clicking the Add variable button. At the bottom of the body text, a tab will appear. You can define for the agent what information you would like entered. As per WhatsApp requirements, templates with variables must have a sample with their submission showing the variables at use (with no factual customer information). Upload a sample at the Add sample button.
    Note: Promotional-like messages will not be approved. CommBox recommends always mentioning a previous request submitted by an end customer to shorten the approval waiting time.
    e. You may enter a footer to your message, including up to 2 action buttons and/or quick reply to options.
    Action Buttons (Limited to two buttons, 20 characters limit) enable entering one website URL that can direct your customers to a specific page on your website and/or one phone number.
    Note: You don't have to configure the URL during message creation. Set up the actual configuration during the Automation or Broadcast of the template.
    You can also add a Quick Reply message (limited to 3 per template, 20-character limit) displaying a prompt requesting the recipient to respond. Instead of typing, the customer will select one of the multiple-choice options shown.

  4. At the bottom right corner of the dialog box, click Add to submit your template to WhatsApp.

    The Template Summary table includes the following:
    ● Template name
    ● Current category and previous category
    ● Content
    ● The account associated with this template.
    ● Parameters names
    ● Template Language(s)
    ● Approval indication
    ● Viewing / Deleting options

Once WhatsApp approves the template, a green circle will appear at the template line. If WhatsApp rejects the template, a red circle will appear instead, and you will have to create a new template. A gray circle indicates pending status.

Selecting and Using an Existing Template

  1. At the main menu of the CommBox console, select New (pencil icon), followed by the WhatsApp tab.

  2. Select the Channel from which the conversation will go out to the customers.

  3. Choose a Regular (single) for up to 20 phone numbers, or a Campaign (multi-number) destination.
    Include international area codes and separate each number with a comma.

  4. Select a template from the dropdown menu and the language of choice (if applicable).

  5. Variables (where applicable) - Enter the variables items in the provided box (see example above).

  6. Timing - choose Now for immediate sending after approval or schedule a future date.

  7. Assign Response - Select the person that will receive the responses from the customers.

  8. Complete the process by clicking Send or add yourself as the receiving agent by clicking Send and assign to me.

If you have any questions, please contact the CommBox technical support team.

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