WhatsApp Message Templates

WhatsApp message templates are pre-approved messages that businesses must use to start a conversation on WhatsApp or to write to a customer after the 24-hour reply window has closed. In Resool you create templates with text, media, buttons and variables, submit them to Meta for review, and track their approval and quality, all without leaving the app. Approved templates are then used in broadcasts, in the Inbox when the reply window is closed, and in workflows. Resool also supports Messenger utility templates for Facebook Pages.

#Before you begin

• Connect a WhatsApp number (or a Messenger Page). See WhatsApp quick start.
• You need Create and send campaigns to create, label, sync and delete templates.
• Meta reviews every template. Most reviews take minutes, but they can take up to 24 hours.

#Where to manage templates

You can manage templates in two places:

• Broadcasts: open More (the ⋯ button) and choose WhatsApp templates. This page lists the templates of all your numbers.
• Channel settings: go to Settings › Channels, open a WhatsApp number or Messenger Page and choose Message templates. This tab lists that channel's templates with filters for Status, Language, Category and Label, a search box and when they were Last synced.

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Broadcasts › More › WhatsApp templates

The Templates page with Sync from Meta and New template buttons, and four templates, each with its name, language, category, status badge (Approved, Pending, Rejected with reason) and label chip.

File: screenshots/whatsapp-message-templates-list.png

#Template categories

Meta prices template messages by category.

#How to create a template

1. Open the templates page and click New template.
2. Fill in the details:
   • WhatsApp number: the number (or Page) the template belongs to.
   • Name: lowercase letters, numbers and underscores, for example order_update.
   • Category: Marketing, Utility or Authentication.
   • Language: the language of the message. Create one template per language.
   • Label (optional): your own tag to find it faster when sending, for example "Invoice Reminder".
3. Build the Content (see below). The Preview on the right shows the message on a phone.
4. Click Submit for review.

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Broadcasts › More › WhatsApp templates › New template

The New template page with WhatsApp number, Name "order_update", Category Utility, Language English, the Content card with an Image header and sample file, a body with {{1}} and {{2}} and their example values, a footer, two buttons (Visit website, Quick reply), and the phone preview on the right.

File: screenshots/whatsapp-message-templates-editor.png

You'll see "Submitted to Meta for review", and the result appears on the templates page once Meta replies.

#Header

Choose a Header:

• None
• Text: up to 60 characters. You can add one variable {{1}} and give a Header sample.
• Image, Video or Document: upload a Sample file. Meta looks at it during review, and it's sent with the message unless you pick another.
• Location: the place (name, address and coordinates) is entered when the message is sent.
• Carousel: 2 to 10 cards, each with an image or video, a short text and up to two buttons. The message bubble above the cards is the body.

#Body

The main text, up to 1,024 characters. Click Add variable to insert {{1}}, {{2}}… for values filled per contact, such as a name or order number. Under Example values, give an example for each variable; Meta needs them to review the template.

#Footer

Optional short text under the message, up to 60 characters. For marketing templates, tell people how to stop messages, for example "Reply STOP to unsubscribe".

#Buttons

Click Add button and choose a Button type:

Meta allows up to 10 buttons in total: up to 2 website buttons, 1 phone number, 1 offer code and 1 flow. Quick replies are grouped together. Button text can be up to 25 characters.

#Authentication templates

For Authentication, Meta writes the message text ("{{1}} is your verification code."). You choose:

• Add security recommendation: adds "For your security, do not share this code."
• Code expires in (minutes): 1 to 90 minutes, shown as a footer.
• Button: Copy code (puts the code on the clipboard) or One-tap autofill (fills it into your Android app), with optional button text.

When sending, the code is the only variable.

#Template statuses and quality

Approved templates also show Meta's Quality rating: High, Medium or Low.

#How to sync templates from Meta

If you created templates in Meta's tools, click Sync from Meta on the templates page. Resool imports the templates of every connected WhatsApp number and Messenger Page and updates their statuses.

#How to label or delete a template

Open the template's ⋯ menu:

• Set label: add or change your own label, for example "Invoice Reminder".
• Delete: removes the template from Resool and from Meta. Broadcasts already sent aren't affected.

To change a template's content, create a new template; Meta reviews every version.

#Messenger utility templates

For a Messenger Page, templates are always Utility: updates about an order, booking or account the customer started, with no offers or marketing. They have a text header and body, no footer, and only Quick reply and Visit website buttons. Meta reviews them in seconds, and they can be sent at any time, even after the 24-hour window.

#Where templates are used

• Broadcasts: send a template to a segment. See Creating a broadcast.
• Inbox: when the reply window is closed, click Send message template in the reply area. See Messaging windows and templates.
• Workflows: use the Send a WhatsApp template step. See Workflow steps.

#FAQ and troubleshooting

#Why was my template rejected?

Common reasons are variables at the very start or end of the body, missing example values, promotional content in a Utility template, or content that breaks WhatsApp's policies.

What you can do:

• Read the reason shown under the template.
• Fix the content and submit it as a new template with a different name.

#Why can't I see my template when creating a broadcast?

Only Approved templates for the chosen number or Page are listed. Check the status, and click Sync from Meta if you created it outside Resool.

#Can I edit an approved template?

No. Create a new template with the changes and submit it for review.

#I see "Check the buttons: each needs text, links must start with https:// and numbers with +."

Make sure every button has text, website links start with https:// and phone numbers start with + and the country code.

#What's next?

• Creating a broadcast
• Messaging windows and templates
• WhatsApp quick start
• Workflow steps