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Templates are Meta-approved message templates you use for broadcasts, conversation follow-ups when the 24-hour window is closed, and some calling permission requests. Open WhatsApp in the project sidebar, then select Templates.

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Prerequisites

  • WhatsApp connected on Overview
  • Meta payment method on the WABA so approved templates can send
Until connected, this tab shows Templates unavailable.

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Create or sync a template

1

Open Templates

Under Outreach, select WhatsApp, then Templates.
2

Sync or create

Select Sync from Meta to pull templates already in Meta. Or select New Template, fill Create WhatsApp template, and select Submit for approval.
3

Wait for Meta

Meta reviews templates asynchronously. Status appears in the table (and rejection reason when Meta declines).
An approved template appears in the list and can be selected when you create a broadcast or send a template from Conversations.

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Create fields

  • Basics — Template name (lowercase, numbers, underscores only), Language / Meta language code, Category (Utility, Marketing, or Authentication).
  • Message — Message body, body sample values for placeholders, optional Footer, optional Add header (text or media).
  • Authentication — optional security recommendation, code expiration (minutes), copy-code button label.
  • Buttons — up to three buttons. Types include quick reply, visit website, call phone, call on WhatsApp, copy promo code, view catalog, multi-product message, and Request call permission.
Row actions: Preview, Duplicate as new, Edit in Meta, Delete.

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Limits and rules

  • Quick replies cannot mix with website, phone, or copy-code buttons in ways Meta forbids. Max 3 quick replies or 2 call-to-action buttons in typical mixes.
  • Request call permission cannot combine with other buttons. Use Utility or Marketing for that template type.
  • Catalog and multi-product templates need a synced Catalog. Broadcasts cannot send catalog or multi-product templates from this product yet.
  • Low-quality marketing templates can reduce messaging limits. Keep quality healthy on Overview.
When the customer service window is closed, free-form inbox replies are blocked. Agents send an approved template instead. See WhatsApp AI Agent.