• WhatsApp TEMPLATE GUIDE

WhatsApp Message Templates Guide

This guide explains WhatsApp Message Templates (HSM), including their types, categories, creation process, approval flow, and best practices for effective and compliant communication.

What Are WhatsApp Message Templates?

WhatsApp Message Templates (HSM) are pre-approved message formats used with the WhatsApp Business API. They are designed to:

  • Send notifications and updates to users

  • Maintain consistent and professional messaging

  • Ensure compliance with WhatsApp and Meta policies

These templates are required when initiating conversations outside the 24-hour customer service window.

Types of WhatsApp Message Templates

A. Text Templates

Simple text-based messages that support dynamic placeholders.

Example:
Hi {{1}}, your order {{2}} has been shipped.


B. Media Templates

Templates that include images, videos, or documents, with optional text and buttons.

Use Cases:
Product catalogs, invoices, receipts, shipping documents, and multimedia updates.


C. Interactive Templates

Templates that include call-to-action buttons to encourage quick user actions.

Common Buttons:

  • Visit Website

  • Call Now

  • Confirm / Cancel

These templates improve engagement and response rates.

WhatsApp Template Categories

A. Utility

Purpose:
Send important and expected notifications to users.

Examples:
Transaction updates, shipping notifications, appointment reminders, account alerts.

Use When:
The message contains essential information that the user is expecting.


B. Marketing

Purpose:
Promote products, services, or offers.

Examples:
Discounts, special promotions, product launches, sales announcements.

Use When:
You have explicit user consent to send promotional messages.

 

C. Authentication

Purpose:
Support secure user authentication and verification.

Examples:
One-time passwords (OTP), login verification codes.

Use When:
Verifying user identity or enabling secure account access.

How to Create WhatsApp Message Templates

  1. Go to Meta Business Manager → WhatsApp → Message Templates

  2. Click Create Template

  3. Select the appropriate category (Utility, Marketing, or Authentication)

  4. Choose the template language

  5. Add template content:

    • Text with placeholders ({{1}}, {{2}}, etc.)

    • Optional media (image, video, document)

    • Optional action buttons

  6. Submit the template for Meta approval

⏳ Approval Time: Typically a few hours, up to 24 hours.

Approval & Review Process

  1. Create the template

  2. Submit it for Meta review

  3. Meta evaluates:

    • Message clarity and quality

    • Compliance with WhatsApp policies

  4. Approved: Template becomes available for API messaging

  5. Rejected: Review feedback, update the content, and resubmit

Example WhatsApp Templates

Template TypeCategoryExample Content
TextUtilityHi {{1}}, your appointment is scheduled for {{2}}.
MediaUtilityYour invoice is attached.
InteractiveMarketingClick below to confirm your booking.
TextAuthenticationYour OTP is {{1}}. Use this to verify your account.