Message Templates
Message templates are pre-approved message formats required by WhatsApp for sending messages outside the 24-hour conversation window. They are also used in Campaigns and Sequences.
Templates Page
Navigate to Channels > WhatsApp > Templates to manage your templates. The page shows a table with:
| Column | Description |
|---|---|
| Name | Template name (lowercase, underscores only) |
| Language | Language code (e.g., en, en_US) |
| Status | Approval status — Approved, Pending, Rejected |
| Category | Marketing, Utility, or Authentication |
| Quality Score | Template quality rating |
| Link Tracking | Whether URL click tracking is enabled |
You can search templates by name, filter by status, and sync with Meta using the Sync Templates button.
If you have multiple phone numbers, use the dropdown at the top to switch between them. Each number has its own set of templates.
Before Creating Templates
Before you can create and send message templates, ensure:
- Your Meta Business Portfolio is verified — Submit business documents through Meta Business Manager
- Your GSTIN / Tax ID is registered — Required by Meta for business verification
- Your phone number is connected and in good standing
Without these, template submissions will fail or your account may be restricted. See Connect Your Number for the full prerequisites.
Creating a Template
- Click New Template on the templates page
- Fill in the template details:
Basic Information
- Template Name — A unique name using lowercase letters, numbers, and underscores
- Category — Choose the template type:
- Marketing — Promotions, offers, product updates
- Utility — Order updates, account alerts, transaction confirmations
- Authentication — One-time passwords and verification codes
- Language — Select the language for your template
Template Structure
A template can include these components:
Header (Optional)
The top section of the message. Can be:
- Text — A short text header (up to 60 characters)
- Image — An image attachment
- Video — A video attachment
- Document — A file attachment
Body (Required)
The main message content. Supports:
- Plain text
- Variables — Dynamic placeholders like
{{1}},{{2}}that get filled with actual values when sent - Basic formatting (bold, italic)
Footer (Optional)
A small text line at the bottom of the message (up to 60 characters).
Buttons (Optional)
Interactive buttons at the bottom. Types include:
- Call to Action — Opens a URL or makes a phone call
- Quick Reply — Sends a predefined reply when tapped
Template Approval
After creating a template, it’s submitted to Meta for review:
- Pending — Under review (usually takes minutes to hours)
- Approved — Ready to use in campaigns, sequences, and workflows
- Rejected — Does not meet Meta’s guidelines (you can edit and resubmit)
Templates with low quality scores or high opt-out rates may be paused by Meta. Monitor your template quality regularly.
Using Templates
Once approved, templates can be used in:
- Campaigns — Select a template when creating a broadcast
- Sequences — Choose templates for each step in a drip campaign
- Live Chat — Send a template to restart a conversation after the 24-hour window
- Workflows — Use the Send Message block with a template
Syncing Templates
If you create or modify templates directly in the Meta Business Manager, click Sync Templates to pull the latest changes into Aeternitychat.