WhatsApp templates

WhatsApp templates are messages that Meta reviews and approves before you can use them in a campaign or to message a customer when the 24-hour window is closed. This guide covers how to create one, keep it in sync with Meta, and fix it if it is rejected.

Before you start

You need

• To be a business administrator in Ma-ko: the WhatsApp templates screen is for administrators only.
• A connected WhatsApp number. If there is none, the screen says “Connect a WhatsApp channel first to manage templates.” (see Connect your WhatsApp number).
• This is not the same as the quick-reply templates you insert with ”/” in the Inbox: those live in Settings → Templates.

Create a WhatsApp template and submit it for approval

In Settings → Channels → WhatsApp → WhatsApp templates, an administrator creates the template and submits it to Meta for review. If you have more than one WhatsApp number, first pick the number in the Channel selector in the list bar.

1. Tap New template. The editor opens with a preview of the message on the right.

2. Fill in the template details. Type the Name (below it, “Will be created as:” shows the technical name Meta will use), pick the Language, the Category (Marketing, Utility or Authentication) and the Template type (Standard, Authentication (OTP), Limited-time offer or Carousel). Once created, a template’s language cannot be changed (for another language, use Add a language to a template). For the special types the category is fixed because the type sets it: Authentication uses Authentication; Limited-time offer and Carousel use Marketing.

3. Write the Body. It is the text of the message. To give each customer their own details, tap + variable where the cursor is. If you delete a variable in the middle, the others renumber themselves.

4. Fill in a sample for every variable. Under Variable samples type an example value for each one: it is what Meta’s review sees. Without samples the screen warns “Provide a sample for every variable before submitting for approval.” and does not submit.

5. Add the optional parts. The Footer (optional), a header and, for the Standard type, buttons with + Add button: pick the Type (Quick reply, URL, Call or Flow). Meta limits how many; the screen warns when you reach the maximum.

6. Tap Submit for approval. The template is saved and moves to Pending while Meta reviews it. If submitting fails, a red notice appears and the template keeps its previous status: fix what the notice says and tap the button again. If you are not ready to submit, tap Save draft: it stays as Draft and you keep editing later.

Note

When Meta approves it, the template becomes Approved and shows up in the template list when you build a campaign (that picker only offers approved templates).

Sync template status with Meta

Meta decides each template’s status; Ma-ko shows a copy. In Settings → Channels → WhatsApp → WhatsApp templates, an administrator brings the status up to date. The Sync button is in the list bar, top right, next to New template; if you are inside a template, go back to the list with the Back arrow.

1. Open the screen. If the number is connected, Ma-ko asks Meta by itself when it opens; with the number disconnected it does not.

2. To force it, tap Sync. The list updates with the status Meta has right now.

3. If it fails, retry. The notice “Couldn’t fetch the status from WhatsApp” appears next to the Sync button: until it is resolved, the list may be showing an old status. Tap Sync again.

WhatsApp template statuses

In the WhatsApp templates list, each language badge in the Languages column has the color of that version’s status and its name appears when you hover over it; when you open the template, the status shows at the top, next to the name. The statuses are:

• Draft: saved in Ma-ko, not yet sent to Meta. It can be edited.
• Pending: sent and under Meta’s review. It can no longer be edited.
• Approved: Meta approved it; it can be used in campaigns. It can no longer be edited.
• Rejected: Meta did not approve it. It can be fixed and submitted again.
• Paused and Disabled: Meta stopped them. They can no longer be edited; to continue, open the template, tap Duplicate and submit the copy.

On wide screens the list bar also has a status filter (All statuses), a category filter (All categories) and the Search templates… box.

Fix a rejected template and submit it again

In Settings → Channels → WhatsApp → WhatsApp templates, an administrator opens the Rejected template, fixes what Meta objected to and submits it again.

1. Open the rejected template. Tap its row in the WhatsApp templates list. At the top of the editor the status shows as Rejected and, if Meta gave a reason, it appears in red next to it.

2. Fix what the reason points to. Change the Body, the Variable samples, the buttons or whatever applies. A Rejected template can be edited.

3. Tap Submit for approval. The template goes back to Pending and Meta reviews it again.

Tip

To try another version without touching the original, open the template and tap Duplicate: it creates a new template with the same content and you give it a different name.

Add a language to a template

In Settings → Channels → WhatsApp → WhatsApp templates, an administrator can keep the same template in several languages.

1. Open the template. Tap its row in the list. Above the editor, the Languages: row shows one badge for each language that already exists.

2. Tap + Add language. A copy opens with the same name and the content of the current version so you can translate it.

3. Pick the Language, translate the content and tap Submit for approval. Meta reviews each language separately and each has its own status.

Delete a WhatsApp template

In Settings → Channels → WhatsApp → WhatsApp templates, an administrator deletes a template that is no longer used.

1. Open the template. Tap its row in the WhatsApp templates list.

2. Tap Delete (at the bottom of the editor, next to Duplicate) and confirm. The prompt says it “also removes it from Meta”: the template disappears from your Meta account too.

Common problems

“My template was rejected.” The language badge in the list has the Rejected color and, when you open the template, the reason appears in red if Meta gave one. Follow the section Fix a rejected template and submit it again.

“I submitted the template and it is still Pending.” Pending means Meta is still reviewing it. Go back to the WhatsApp templates list and tap Sync to see whether it changed. While it is pending it cannot be edited.

“The campaign will not let me choose my template.” The campaign’s template picker only offers Approved templates, on the channel you picked. Open WhatsApp templates, open the template and check its status at the top next to the name. If it says “No approved templates on this channel yet.”, none is approved yet.

“The campaign does not go out.” First check that the template is still Approved: Meta can move it to Paused or Disabled and then it stops working. In the WhatsApp templates list, tap Sync to bring in the current status.

“I cannot change my template’s text.” The screen says “This template can no longer be edited. Duplicate it to make changes.” Only templates in Draft or Rejected can be edited; in the other statuses open the template and tap Duplicate.

“The template will not save.” It may say “A template with that name and language already exists.” (change the name or the language) or “Could not save the template.” (try again; if it persists, read the Meta message that comes with the notice).

“I see no templates.” If the list says “No templates yet”, create one or tap Sync in the list bar to bring in the ones you already have in Meta. If it says “Connect a WhatsApp channel first to manage templates.”, connect your number first.

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