Permissions: Users with Admin and Standard profiles can create, edit and delete messaging templates.

Limits: 100 templates per Org (WhatsApp Approved and Custom Templates combined)

How to create Message Templates and submit them to WhatsApp for approval?

To create a new WhatsApp Approved Template

1. Go to Setup > Customization > Templates > Messaging Templates and click +Whatsapp Approved Template.
   
2. In the pop-up that is displayed, fill-in the following details
   
1. Choose what Module the template is for.
   
2. Select the Category of the template, i.e., Utility (or) Marketing.
   
3. Select the Language used for the template's text. (Default Value: English)
   
4. Enter a Title for the template (for eg., Initial Outrreach)
   
5. Enter the text message you wish to send using the template. (Type # to insert merge fields)
   
3. Click Save. The template will then be sent to WhatsApp for approval. It usually takes a couple of minutes to get approved. The status will indicate if the template has been approved or rejected.

Note:

1. For WhatsApp Approved Templates, Zoho Recruit supports 60+ languages.
   
2. The Language field is mandatory while creating the template.
   
3. The Title field cannot contain multiple languages, special characters and emojis.
   
4. Templates can be used only if their status is APPROVED.
   
5. You cannot change the module while editing a template. This is to prevent errors in case any merge fields have been used.

Template Status

To create a Custom template

1. Go to Setup > Customization > Templates > Messaging Templates and click +Custom Template.
   
2. In the pop-up that is displayed, fill-in the following details;
   
1. Choose what Module the template is for.
   
2. Enter a Title for the template (for eg., Initial Outreach)
   
3. Enter the text message you wish to send using the template. (Type # to insert merge fields)
   
3. Click Save.

1. Template Name - Should be relevant to the message and also abide by the rules set by WhatsApp messaging.
   
2. Template Category - Choose the relevant category from the list of options available in the dropdown menu.
   
3. The Message can Include merge fields (type the "#" symbol and the list of merge fields 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.
   

Tips for successful template approval

1. Clarity: Be specific and use simple sentences to communicate, because the reviewers may not be aware of the customer's business and their needs.
   
2. 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.
   
3. Spelling: Check for spelling and grammatical errors and use the right formatting (e.g., {{parameters}} only use double curly brackets when including parameters)
   
4. 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.
   
5. 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.
   
6. Choosing the right category: Always use the correct template category. Choosing the wrong 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.

Message Templates Categories 

Message Template Options 

Note: You can only start using the message once it is approved by WhatsApp.

Examples of Approved and Rejected Message Templates

How to use WhatsApp Approved Templates to reopen conversations?
WhatsApp Approved Template message can be used by a recruiter even when the chat has expired. (24hrs messaging time given by WhatsApp). Once the conversation between the recruiter and candidate has expired, the recruiter will be able to reopen the conversation by sending a whatsapp approved message.