Template Message

Businesses can only send template messages to users who have subscribed to receive messages from them on WhatsApp.

  1. Bot menu > Contents > Message Templates

  2. Click "Sync" if you have existing templates

  1. Click "New Template" to create and submit a new template for approval

Refer to template message pricing here: https://developers.facebook.com/docs/whatsapp/pricing/. All costs are paid directly to Meta and Chatrena has no control over the pricing.

How to edit template message properly?

  1. Bot menu > Contents > Message Templates

  2. Click on the pencil icon to enter edit mode

  1. Things that you can add/remove: text, image, video, document, location, buttons Note: If you've added variables like the ones shown in this image below, please add a sample text for Meta to identify its usage and approve accordingly.

Pro tip: Add a button for users to click. This opens up a 24h window where messages sent to and fro will be free. Read more about the 24h-window rule here.

  1. Once done, save your new template and wait for Meta's approval. If your Meta Business Portfolio has been verified by Meta, this approval should not take longer than 5 minutes. Without verification, it may take 24 hours or longer. Read more about getting verified here.

  2. If your template has been modified, there is a chance that your flow will be affected. Remember to check your flow builder to see if there is anything that needs to be modified. Unsure what to edit? Contact one of our specialist for assistance.

Category Guidelines (by Meta)

Conversations are categorised as one of these 3 categories, per the category of the template used to open the conversation:

  • Marketing – Enable businesses to achieve a wide range of goals, from generating awareness to driving sales and retargeting customers. Examples can include new product/service/feature announcements; targeted promotions/offers; and cart abandonment reminders.

  • Utility – Enable businesses to follow up on user actions or requests, since these messages are typically triggered. Examples can include opt-in confirmation; order/delivery management (e.g., delivery update); account updates or alerts (e.g., payment reminder); or feedback surveys.

  • Authentication – Enable businesses to authenticate users with one-time passcodes, potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges).

Marketing templates are our most flexible. They can enable businesses to achieve a wide range of goals, from generating awareness to driving sales and more.

Objective
Goal
Example

Awareness

Generate awareness of your business, products, or services among customers who have subscribed to receive messages from your business on WhatsApp.

  • "Did you know? We installed a new tower in your area so you can enjoy a better network experience. To learn more, visit our site {{1}}."

  • "Diwali is around the corner! Join us at {{1}} on October 24 to celebrate with friends and family. For more details about our event, click {{2}}."

  • "Looking for a getaway this fall? Our newest resort just opened in {{1}}: the perfect place to relax and unwind. Learn more here: {{2}}"

Sales

Send general promotional offers to customers related to sales events, coupons or other content intended to drive sales.

  • "As a thank you for your last order, please enjoy 15% off your next order. Use code LOYAL15 at checkout. Visit our site here {{1}}."

  • "Refer → save! Use code FRIEND so you both earn $10 off your next order."

  • "Upgrade to our Premium cabin to enjoy more benefits, like additional legroom and priority boarding. Click {{1}} or log into our app to upgrade."

  • "You have been pre-approved for our credit card! Enjoy an introductory offer of {{1}} if you apply via your personalized link: {{2}}."

  • "Don’t forget! Today only, get double points on your purchases. Visit your nearest store and use your phone number at check-out."

Retargeting

Promote relevant offers or other call-to-actions to customers who may have visited your website, used your app, or engaged with your products and services.

  • "Don't miss out on your favorite shows! Re-subscribe now: {{1}}"

  • "You left items in your cart! Don’t worry, we saved them for you. Click here to checkout now: {{1}}."

  • "Thank you for visiting our site. You can secure your health insurance in a few easy clicks – continue here: {{1}}."

  • "You didn’t finish your application! Please log into your profile here to pick up where you left off: {{1}}."

  • "We miss you! Join us for an afternoon or evening of fun with your family. Click here to book with a special rate: {{1}}."

App Promotion

Request customers to install or take a specific action with your app.

  • "Did you know? You can now checkout in our app. Download it here {{1}} to check out our streamlined experience."

  • "Thank you for using our app. We noticed you have not used our latest feature, {{1}}. Click here {{2}} to learn more about how this benefits you!"

  • "In-app only: 20% off this week! Use code SUMMER20 to save on select styles. To download our app, click here: {{1}}."

  • "Hi {{1}}, your friend {{2}} recently joined our community. Send them a welcome message today: {{1}}"

Build Customer Relationships

Strengthen customer relationships through personalized messages or by prompting new conversations.

  • "{{1}}, did you think we’d forget? No way! Happy birthday! We wish you the best in the year ahead."

  • "As we approach the end of the year, we reflect on what drives us: You. Thank you for being a valued customer. We look forward to continuing to serve you"

  • "Hello, I am the new virtual assistant. I can help you discover products or provide support. Please reach out if I can help!"

Templates with mixed content (both utility and marketing, e.g., order update with a promo/offer) are categorised as marketing.

Templates where contents are unclear (e.g., contents are only “{{1}}” or “Congratulations!”) are categorised as marketing.

Note: Examples are illustrative only, templates containing similar content or content including this example text may be categorised differently based on their exact content.

Buttons

Flow Button

  • Only 1. Not other buttons allowed

  • Trigger a WhatsApp Flow

Reply Button

  • Maximum of 10

  • When the user clicks on this button, it sends the button message

URL Button

  • Maximum of 2

  • Redirects the user to an external website

Phone Button

  • Only 1

  • When pressed, dials the phone number

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