Sending template messages

Template messages are pre-approved message formats required by WhatsApp for business-initiated conversations.

When to use templates

• Starting a new conversation with a customer (outside 24-hour window)
• Sending notifications (order updates, appointment reminders)
• Marketing messages (promotions, offers)
• Utility messages (OTP, shipping updates)

Sending a template in chat

1. Open a conversation with a contact
2. Click the 📋 Template button in the message input area
3. Browse or search for your template
4. Select the template you want to send
5. Fill in any variables (e.g., customer name, order number)
6. If the template has a header image/video, upload or select media
7. Click Send

Template variables

Variables are placeholders in your template that get replaced with actual values:

• {{1}} — First variable (usually customer name)
• {{2}} — Second variable (e.g., order number)
• {{3}} — Third variable (e.g., date)

Example template:

Hello {{1}}! Your order {{2}} has been shipped and will arrive by {{3}}.

Sent as:

Hello John! Your order #ORD-456 has been shipped and will arrive by May 30.

Template categories

Tips

• Keep templates concise and actionable
• Always include a way for customers to opt out of marketing messages
• Use the template preview to check how it looks before sending
• Templates with buttons (URL, quick reply) get higher engagement

Troubleshooting

"Template not found" — Make sure you've synced templates from Meta (Settings → Templates → Sync).

"Template rejected by Meta" — Review Meta's template guidelines. Common reasons: too promotional for Utility category, missing opt-out for Marketing.

"Variable mismatch" — The number of variables you provide must match the template. If your template has {{1}} and {{2}}, you must fill in both.