We are facing issues while creating and using WhatsApp message templates through Zoho Bigin, and we request your clarification and support regarding the same.

1. Utility Template Approval Issue

Until December, we were able to create WhatsApp templates under the Utility category that included:

• Customer name (dynamic variable)

• Brand name

• Basic greetings such as “Hi” or “Hello”

These templates were approved successfully as Utility templates.

However, recently, when we attempt to create similar templates with brand name, greeting text, or customer name variables, they are being rejected and are no longer accepted under the Utility category. The same content was previously approved without any issue.

We would like to understand:

• Whether there has been a recent policy change regarding Utility templates

• Why basic greetings, brand name, or name variables are now considered non-compliant for Utility templates

• What exact content guidelines we should follow to ensure approval under the Utility category going forward

2. Marketing Template Sending Limit Issue

As an alternative, we tried creating the same template under the Marketing category. Although the template gets approved, we are unable to send it to more than one client.

When attempting to send the message to multiple contacts, we receive the error:
“Marketing limit reached.”

We would like clarification on:

• Why the marketing message limit is reached even when sending to a very small number of contacts

• Whether this limit is related to WhatsApp account tier, phone number quality, messaging limit, or account verification

• How we can increase or remove this restriction