Creating and managing message templates

Message templates are required for starting conversations with customers. They must be approved by Meta before use.

Creating a new template

1. Go to Settings → Templates
2. Click "New Template"
3. Fill in the template details:

Basic information

• WhatsApp Account — Which account this template belongs to
• Template Name — Lowercase, underscores only (e.g., order_confirmation)
• Display Name — Friendly name shown in AIsoule (e.g., "Order Confirmation")
• Language — Select the language (English, Hindi, Spanish, etc.)
• Category — Utility, Marketing, or Authentication

Header (optional)

Choose a header type:

• None — No header
• Text — Short text header (supports 1 variable)
• Image — Upload a sample image
• Video — Upload a sample video
• Document — Upload a sample document

Body (required)

Write your message body. Use {{1}}, {{2}}, etc. for variables:

Hello {{1}}! 👋

Your order #{{2}} has been confirmed and will be delivered by {{3}}.

Track your order: {{4}}

Thank you for shopping with us!

Footer (optional)

A small gray text at the bottom (e.g., "Reply STOP to unsubscribe").

Buttons (optional, max 3)

• Quick Reply — Customer taps to send a predefined response
• URL — Opens a link (supports 1 dynamic variable)
• Phone — Initiates a phone call

Template categories explained

Approval process

After saving, your template is submitted to Meta for review:

1. Pending — Under review (usually 1-60 minutes)
2. Approved — Ready to use ✅
3. Rejected — Doesn't meet guidelines ❌ (you can edit and resubmit)

Tips for approval

1. Be specific — Clearly state the purpose of the message
2. No misleading content — Don't disguise marketing as utility
3. Include opt-out — Marketing templates should have "Reply STOP to unsubscribe"
4. Avoid prohibited content — No gambling, adult content, or illegal services
5. Use proper grammar — Poorly written templates get rejected
6. Don't use URL shorteners — Use full URLs in buttons
7. Provide sample values — Fill in example values for all variables

Syncing templates from Meta

If you created templates directly in Meta Business Suite:

1. Go to Settings → Templates
2. Click "Sync from Meta"
3. All your approved templates will appear in AIsoule

Editing approved templates

You can edit approved templates, but:

• Maximum 10 edits per 30-day window
• Only 1 edit per 24-hour period
• Editing triggers a new review (template is paused during review)
• You cannot change: name, language, or category

Deleting templates

1. Find the template in the list
2. Click the delete button
3. Confirm deletion

⚠️ Deleting a template is permanent. Any campaigns using this template will no longer be able to send.