WhatsApp message templates

A WhatsApp message template is a predefined message that businesses can use to start conversations with clients.

WhatsApp lets you start a conversation with a client only through a message template, for a few reasons:

  • Privacy concerns and data protection.
  • Avoiding spam and unwanted messages.

Key details about WhatsApp message templates

  • 24-hour response window: you can reply to a client with a free-form message as long as you are within 24 hours of the client's last message. Outside that window, you may only send approved message templates.

  • Message templates must be approved by Meta before you can use them.

  • Message templates are not free. You are charged each time a template is delivered, except for utility templates delivered inside an open 24-hour window and templates sent inside a free entry point window. See the Pricing document for details.

How to create a new template:

You can create a template for your message by following the steps below:

  1. After signing in with Alaaqat platform, you will see many options above in the opened screen.
  2. Under Conversations menu, click on broadcast option. 
  3. A broadcast templates page will open.
  4. In this page you will see all previously created templates, if any.
  5. If you want to create a new template, go to the New Template option on the right side of screen as shown below.

    Template-EN1.png



    Template-EN2.png

  6. After clicking New Template, the following screen appears.

    Template-EN3.png

Template field presentation

The following table is a description of what each field represents:

Field Description
Name An internal name that identifies the template inside Alaaqat. It is never sent to WhatsApp, so you can change it at any time, including after the template is approved. It must be unique within your account.
Language The language of the template. It cannot be changed after the template is approved.
Channel The channel of your business
Category The category to which the message template belongs:

• Marketing
• Utility
• Authentication

Authentication templates are for one-time passcodes; their body and footer text is written and localized by Meta, so you only choose the options that shape it. You can find more details about template categories here.
Header (Optional) The Header is optional and serves as the title of your template. It supports one of the following:

• Text (max. 60 characters, at most one variable, no emojis or line breaks)
• Image (jpg, jpeg, png) up to 5 MB
• Video (mp4, 3gp) up to 16 MB
• Document (pdf, doc, docx, xls, xlsx, ppt, pptx, txt) up to 100 MB
• Location (a name and an address)
Body The Body contains the most important text of your template. Only text is supported, up to 1024 characters, and it may contain variables.
Footer The Footer is optional and only supports text, up to 60 characters. It can be used to provide additional information in your message template.
Buttons: +Add a button Buttons are optional and add interactivity to your templates. Four types are available:

• Phone: calls a phone number (max. one per template)

• URL: opens a website (max. two per template)

• Quick reply: sends a predefined reply back to you, which a workflow can act on (max. ten per template)

• Copy offer code: available on marketing templates only, up to 15 letters and digits with no spaces. Any value can be used to get Meta's approval; you set the real code when you send.

Quick reply buttons must be grouped together, either before or after all other buttons. Button labels are limited to 25 characters.

When you press +Add button, you can choose to add one or more of the listed options as shown below:

Template-EN4.png

Approval Process

The next step is to get Meta approval. So, after you have created your message template, you can submit it for approval. It can take up to 24 hours for an approval process.

This process is essential for Meta to ensure that each message template meets their guidelines before it can be used for conversation with customers.

You will receive a notification in your platform about your message template status, and Meta will send you an email too.

Common rejection reasons

Meta may reject your message template for many reasons, and below is a list of common rejection reasons with explanations:

Reason of rejection Explanation
Violation of WhatsApp commerce policy Like promoting illegal or restricted items or services.

Providing misleading information about services or pricing.
Violation of WhatsApp business policy Requesting sensitive data from clients like payment card numbers, financial account numbers, National Identification numbers, or other sensitive identifiers.
Abusive or threatening content Such as a harmful or threatening message to clients.
Duplication of an existing template When a template is submitted with the same wording in the body and footer of an existing template.

Editing WhatsApp Message Templates:

An edited template is re-submitted for Meta’s review and approval. Once approved, you can send it to your clients. You can edit a WhatsApp message template by following the steps below:

  1. Navigate to Conversations > Broadcast.
  2. In the broadcast templates page, you will see all pre-created and approved templates.
  3. Hover over the template that you want to edit.
  4. Click on the three dots above the template.
  5. Choose update.
  6. Edit the content that you want to update.
  7. Click Submit to submit your message template for approval.



Template-EN5.png

Editing Rules and Limitations:

  • Only templates with an approved, rejected or paused status can be edited. You can read more about template statuses here.
  • The language and category of an approved template cannot be changed. The name is internal to Alaaqat and can be changed at any time.
  • An approved template can be edited up to 10 times in a 30-day window, or once in a 24-hour window. Rejected or paused templates can be edited an unlimited number of times.
  • Every edit sends the template back to Meta for review.

Sending WhatsApp Message Templates:

Before sending a WhatsApp message template, make sure it has been approved.

Steps to send message templates:

You can send a message template to an individual contact, or broadcast it to many clients at once. Here are the steps for both cases:

Sending a message template to an individual client:

  1. Choose a client from the contact list.
  2. The contact details will appear; click the WhatsApp icon just under the contact image.
  3. Select your channel and the template you want to send.


templateV-EN1.webp

Broadcast a bulk message to your clients:

  1. From Conversations, select Broadcast.
  2. On the broadcast templates page, select one of the approved templates to send.
  3. Click the three dots above the template.
  4. Select Broadcast.
  5. Select the recipient property.
  6. Using the Property and Operation fields, you can target recipients by a specific attribute, such as age, country or gender, as shown below:


Template-EN6.png

WhatsApp message Template Status:

Templates can have the following statuses:

  • Approved: the message template has been reviewed and accepted by Meta, and is available to send to clients.
  • Rejected: the message template has been reviewed and rejected for violating one or more of Meta's policies, so it cannot be sent to clients.
  • Paused: the message template has been paused because of recurring negative feedback from clients. Templates with this status cannot be sent to clients.
  • Pending: the message template has been submitted to Meta for approval and is still under review, so it cannot be used until it is approved.
  • In Appeal: the message template is under review after being rejected or paused, following an appeal from the business asking Meta to reconsider its decision.