WhatsApp Message Templates User Guide
What is a Message Template?
A WhatsApp Message Template is a pre-approved customized message that is used to send notifications to opted-in customers. To
start using the Message templates, you must first submit the messages to
WhatsApp and get them approved.
What are the types of messages in WhatsApp Business API?
Session Messages
Session
Messages are interactive messages written in response to your
customer's queries. These messages are usually categorized as private
conversations between you and your customers. WhatsApp has no specified
formats or content rules to be followed when sending messages.
These messages are termed as Session messages because they have a 24-hour messaging window, during which a number of messages can be sent. Any message sent after the allotted time-period will be charged by WhatsApp. Refer to this link for details on pricing.
Template Messages (Highly Structured Messages)
A
Highly Structured Message (HSM) is a form of a message template that is
pre-approved by WhatsApp and used to pro-actively communicate with your
customers by sending outbound messages through our Integrated WhatsApp
Channel.
This is an essential mode of communicating with your customers because of the selective process WhatsApp maintains to allow only reputed brands to use their WhatsApp Business APIs to send messages.
You can use WhatsApp Message Templates to
communicate with your Customers keep them engaged with your business,
even if your customers are yet to initiate a conversation.
Here's how it is done using the Desk's Instant Messaging Module.
How to create Message Templates and submit them to WhatsApp for approval?
Once
you have applied for the WhatsApp Business APIs and have verified and
activated your business phone number, the next step is to create Message
templates and get them approved by WhatsApp.
Let's refer to the process of creating and submitting a message template for your business. Navigate to Setup -> Instant Messaging -> WhatsApp -> Templates -> Create Template to start creating a template.
There are the mandatory fields to be filled:
- WhatsApp Business Account - You need a WABA to register as a WhatsApp Sender and send or receive messages on WhatsApp using the IM platform. Ensure all WhatsApp Messages and Templates are associated with a chosen WABA.
- Template Name - Should be relevant to the message and also abide by the rule-set by WhatsApp messaging.
- Template Category - Choose the relevant category from the list of options available in the drop-down menu.
- The Message can Include placeholders (type the "$" symbol and the list of placeholders will be shown and you
can choose one and also add smileys if required. Refer to the template
message approval criteria for information regarding the content that can
be added.
You can only use a maximum of three placeholders in each template message.
To take a sneak peek at the template message that you created, there is a Preview section available in the bottom-right corner of the Create Template form.
Once you are done reviewing the message content, click Save and await WhatsApp's approval.
WhatsApp Approval Status
After
creating the Message Template, the request will be triggered and sent
to the Facebook Approval team. It will be in the Pending status once you
create the message and are awaiting approval from WhatsApp.
There are three statuses:
• Approved - Successfully approved by Facebook.
• Pending - Request created and sent to Facebook
• Failed - Rejected by Facebook.
Once
the message templates are created you can check the statuses in the
list view under the Templates tab on the WhatsApp channel.
How to send template messages (outbound messaging) via WhatsApp?
The type of WhatsApp message that can be used for this outbound messaging is the template message - a pre-approved customized message used to send out customer notifications.
From the Contacts module
Follow these steps to send a template message from the Contacts module in Desk:
- Open the Contacts module.
- Then, find the contact you want to message.
- Tap on the contact's name to open the contact's detail view.
- On the contact's detail view, tap the WhatsApp logo next to the phone number (mobile number). This will open the messaging dialog box, where you can select the template message from the available list.
- Check the preview.
- And then click on Send.
From the Tickets module
Follow these steps to send a template message from the Tickets module in Desk:
- Open the Tickets module.
- Then, find the ticket you want to send a WhatsApp message to.
- Tap on the ticket to open the ticket's detail view.
- On the ticket's detail view, tap the WhatsApp logo next to the phone number (mobile number) under the Contact Info. This will open the messaging dialog box, where you can select the template message from the available list.
- Check the preview.
- And then click on Send.
Quick Tips
Message Templates Approval Criteria
Here are some useful tips to get your message templates approved by WhatsApp.
• Clarity: Be specific and use simple sentences to communicate, because the reviewers may not be aware of the customer's business and their needs.
• Avoid promotions: Refrain from using text that may be used to upsell your brand, and do not add details about calling scripts, a poll to collect data, or any messages that might have promotional phrases in them.
• Spelling: Check for spelling and grammatical errors and use the right formatting (e.g., {{parameters}} only use double curly brackets when including parameters)
• Name: Make it clear and specific to the body of the message template. For example: If you are sending a message about a bus ticket, name it bus_ticket-details rather than template_0123. Remember that Facebook will be reviewing the name, so if it's too vague, there's s chance of the message getting rejected. By providing better clarity about the name, the reviewers will be able to understand the purpose of your message.
• Create context: if you are trying to create a message template to re-open the 24-hour messaging window, then we would recommend that you include details about the previous conversation thread.
• Choosing the right category: Always use the correct template category. Choosing the correct type will ruin your chances of getting the message template approved and this will also provide the necessary details for the WhatsApp approval panel to understand the purpose of your template submission.
• Header: You can add a title (Optional)
Message Templates Categories
- Marketing – To send promotional offers and product announcements to increase awareness.
- Authentication – To send one-time passwords or codes allowing customers to access their accounts securely.
- Utility - To send transactional updates, order status, and critical alerts to your customers.
Message Template Options
1. 'Update As New' a Template Message
Navigate to WhatsApp -> Templates -> Horizontal ellipses -> Update As New. Selecting Update As New will redirect you to the message form to update the existing message
template. Once you update the message, the status will change to Pending, and you will have to wait for WhatsApp's review process.
You can only start using the message once it is approved by WhatsApp.
2. Deleting a Template Message
Navigate to WhatsApp -> Templates-> Horizontal ellipses -> Delete Message. Upon deleting the message, you will be prompted to confirm if you wish to delete the message template permanently.
Click on Yes, Delete It to start the deletion process.
3. Search Option
If you wish to search for a message template, navigate to WhatsApp -> Templates -> Search Template.
You can look up the Message template by searching for it with the associated Template Category.Examples of Approved and Rejected Message Templates
Approved Messages
1. Order Confirmation
2. Customer Loyalty
Rejected Messages
1. Promotional Information
How to use the created Message Templates in Customer Conversations?
Steps Required
Template Message can be used by an Agent only when the chat has expired. (24hrs messaging time given by WhatsApp). Once the conversation between the agent and customer has expired, the agent will be able to reopen the conversation by sending a message template.
Example: An Expired Chat
To send a message template click the Choose Template option to send the approved message template to your customers. On clicking the Choose Template option a popup will appear with the list of the Approved message templates.
After choosing the template message, the message will be added to the message area with the selected placeholders filled with data. Click Send to initiate a conversation.
Billing Details
You can check the credit balance by navigating to Setup -> Instant Messaging -> WhatsApp -> Available Credits.
The
cost incurred in sending a Message Template will be calculated based on
the region that the message is being sent to. We will deduct the amount
from the available credit balance.
If you have insufficient credits
when trying to send a message to the customer, an insufficient funds
message will be shown. You will then be led to the payments screen to
buy more credits to resume using the message templates service again.
How to purchase credits
1. Click the Setup icon ( 
) in the top bar.
2. Under Channels, click Instant Messaging.
3. On the Instant Messaging page, click Buy Credits.
4. Specify the number of credits you want to purchase. You will be charged 2 USD per credit, along with a value-added fee of 3% of the cost.
5. Click Make Payment and make the payment.
6. Once paid, your credits will be topped-up and will be reflected in the Available Credits section, and you can start sending message templates.
2. Under Channels, click Instant Messaging.
3. On the Instant Messaging page, click Buy Credits.
4. Specify the number of credits you want to purchase. You will be charged 2 USD per credit, along with a value-added fee of 3% of the cost.
5. Click Make Payment and make the payment.
6. Once paid, your credits will be topped-up and will be reflected in the Available Credits section, and you can start sending message templates.
WhatsApp charges are based on the country of the user you are messaging to. Click here to view the charges.
Limitations
- The message template name field is limited to 512 characters.
- The message template content field is limited to 1024 characters.
- A template can only be edited when it is in a state of Approved or Rejected,.
- A template can be edited once per day, up to 10 times per month.
- WhatsApp Business Accounts can only create 100 message templates per hour.
- Templates
composed of 4 or more buttons, a quick reply button and one or more
buttons of another type cannot be viewed on WhatsApp desktop clients.
WhatsApp users who receive one of these template messages will be
prompted to view the message on the phone instead.
Read a feature story - Boost customer engagement with WhatsApp's Interactive Message Templates
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Send Interactive Message Templates
Take your business to the next level by including WhatsApp Interactive Message Templates in your customer's conversations. One of the most significant features of the WhatsApp business is the introduction of Interactive Template Replies and Quick ...Integrating WhatsApp with Zoho Desk
WhatsApp is the world's most widely used instant messaging (IM) service app, with over 2 billion users. The ubiquity of this app is reason enough for businesses of all sizes to look at it as a channel for customer support. If your customers ...FAQs: WhatsApp Business
How to configure a Phone Number for the WhatsApp Embedded Sign-up. The business phone number must be configured manually by adding the number on the Facebook Business Manager console and verifying it. Login here Once WhatsApp approves the phone ...Purchasing IM Credits - Partner's User Guide
How to purchase IM credits from Zoho Store In this section, we will discuss how partners can purchase IM Credits. Please find the below steps to purchase IM credits offline, so that both the partners' customers and direct customers can obtain credits ...WhatsApp's Conversation-Based Pricing (CBP) model explained
Examples of user-initiated and business-initiated conversations Understanding the WhatsApp conversation-based pricing (CBP) can be a bit tricky at first. But once you have a clear picture of how the pricing model works, it's easy to see the benefits. ...
New to Zoho LandingPage?
Zoho LandingPage Resources