Zoho Desk's Instant Messaging Update - Meta mandates OTP Buttons for Authentication Templates

Zoho Desk's Instant Messaging Update - Meta mandates OTP Buttons for Authentication Templates

Starting May 29, 2023, all newly-created Authentication Template messages must include a one-time password (OTP) button.

Note: This functionality will go into effect for India-based users (IN DC) later this year.

What are Authentication Templates?

Authentication Templates enable businesses to authenticate users with one-time pass-codes (usually 4-8 digit alphanumeric codes), typically at significant stages of the login process (such as account recovery).

Mandatory Authentication Template components

  • A single-body component
  • A single-footer component
  • A single OTP Button component

When does the functionality go into effect?

Suppose your business offers users the option to receive one-time passwords or verification codes via WhatsApp Business. Then, beginning May 29, 2023, you must use an Authentication Template with a one-time password button to deliver the password or code.


Authentication Templates must include either a copy code or a one-tap autofill button.

Button behavior:

  • A copy code button copies the one-time password or code to the user's clipboard. The user must manually switch to your app and paste the password or code into its interface.
  • A one-tap autofill button automatically loads and passes the one-time password or code to the app's interface.

Best practices

  • Confirm the user's WhatsApp phone number before sending the one-time password or code via text message.
  • Make it clear to the user that the password or code will be delivered to their WhatsApp phone number, especially if you offer multiple password or code delivery methods.
  • Notify users when they successfully paste the password or code into your app or when you successfully capture the password or code via one-tap autofill.

Watch this space for upcoming feature updates.


Kavya Rao

The Zoho Desk Team

                  Zoho Marketing Automation

                    Zoho SalesIQ Resources

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