How to create WhatsApp Templates?

Created by Mahaboob Zulfa, Modified on Thu, 8 Aug at 8:56 AM by Naveen V

Pre-requistites:

You must have a WhatsApp Business Account integrated with ZEPIC. Click here for the step-by-step guide.

Introduction to WhatsApp Templates

WhatsApp Templates are pre-approved messages used to initiate conversations with customers on WhatsApp. They can be sent to customers who haven't messaged you in the last 24 hours. Meta provides three different categories of WhatsApp messages based on the objective and business goal.

Marketing
Utility
Authentication (Coming Soon)

Marketing:

Marketing templates are our most flexible. They can enable businesses to achieve various goals, from generating awareness to driving sales.

Message Objective	Business Goal	Example Templates
Awareness	Let customers know about your business or products.	Did you know? We improved our service in your area. Learn more: {{1}}." <br> "Diwali is coming! Join us at {{1}} on October 24. Details: {{2}}." <br> "Looking for a fall getaway? Our new resort in {{1}} is now open. More info: {{2}}
Sales	Promote special offers or discounts to increase sales.	Thanks for your last order! Get 15% off your next one with code LOYAL15. Shop now: {{1}}." <br> "Refer a friend, and you get $10 off your next order with code FRIEND." <br> "Upgrade to Premium for extra benefits. Click {{1}} or log into our app." <br> "You're pre-approved for our credit card! Enjoy an introductory offer of {{1}}. Apply now: {{2}}." <br> "Today only: Double points on purchases. Visit your nearest store.
Retargeting	Encourage customers to take action based on previous interactions.	Don't miss out! Re-subscribe now: {{1}}" <br> "You left items in your cart. Complete your purchase here: {{1}}." <br> "Secure your health insurance easily: {{1}}." <br> "Finish your application: {{1}}." <br> "We miss you! Book a special rate: {{1}}.
App Promotion	Get customers to download or use your app.	Checkout is now available in our app. Download it here: {{1}}." <br> "Check out our latest feature, {{1}}. Learn more: {{2}}." <br> "In-app exclusive: 20% off with code SUMMER20. Download our app: {{1}}." <br> "Hi {{1}}, your friend {{2}} joined us. Send them a welcome message: {{1}}
Build Customer Relationships	Send personalised messages to engage with customers.	{{1}}, happy birthday! We wish you a great year ahead." <br> "As the year ends, thank you for being a valued customer. We look forward to serving you." <br> "Hi, I'm the virtual assistant here to help. Let me know how I can assist you!

Utility:

A user action or request typically triggers utility templates. These templates must include specificity about the active or ongoing transaction, account, subscription, or interaction to which they relate. For example, an order confirmation, abandoned cart recovery, or shipping confirmation. For example, an order confirmation, abandoned cart recovery, or shipping confirmation must contain an order number.

Message Objective	Business Goal	Example Templates
Opt-In Management on WhatsApp	Confirm whether customers want to receive messages via WhatsApp.	"Thanks for opting in! You'll now receive notifications via WhatsApp." <br> "You've opted out of our messages. You won't receive them anymore."
Order Management	Provide updates or changes to an order or transaction.	"Thank you! Your order {{1}} is confirmed. We'll notify you when it's shipped." <br> "Good news! Your package from order {{1}} is on the way. Track it with number {{2}}, expected by {{3}}." <br> "An item in your order {{1}} is backordered. We'll update you soon. Click here to cancel and get a refund: {{2}}" <br> "We've processed your refund for order {{1}}. Thank you for shopping with us."
Account Alerts or Updates	Send important information about accounts, alerts, or updates.	"Daily update for account ending in {{1}}: Your balance is {{2}}." <br> "Reminder: Your subscription payment for {{1}} is due on {{2}}." <br> "Please upload a photo to finish setting up your profile: {{1}}." <br> "Product recall notice for order {{1}}. Learn more: {{3}}." <br> "Tornado alert in your area. Stay indoors until {{1}} o'clock."
Feedback Surveys	Collect feedback on customer experiences.	"We delivered your order {{1}}! Let us know if there was an issue: {{2}}." <br> "Your feedback helps us improve. Share your thoughts on your visit to {{2}}: {{1}}." <br> "You recently chatted with us about order {{1}}. How was your experience? Click here for a short survey: {{2}}."
Continue a Conversation on WhatsApp	Continue conversations that started on other channels.	"Hi! You requested support via online chat. I'm the WhatsApp virtual assistant. How can I assist?" <br> "Hi {{1}}, following up on your call with customer service on {{2}}. Your case has moved forward. Log into your account to continue: {{3}}."

Template Components

Templates consist of four primary components, which you define when you create them: header, body, footer, and buttons. The components you choose for each template should be based on your business needs. The only required component is the body.

Header: (Optional) Can include text, images, videos, or locations.
Body: (Required) The main text of the template.
Footer: (Optional) Additional text at the bottom.
Buttons: (Optional) Interactive elements like phone number, website, or quick reply buttons.

Header:

Headers are optional components that appear at the top of template messages. Headers support text, media (images, videos, documents), and locations. Templates are limited to one header component.

Body:

Body components are text-only components and are required by all templates. Templates are limited to one body component.

Footer:

Footers are optional text-only components that appear immediately after the body component. Templates are limited to one footer component.

Buttons:

Buttons are optional interactive components that perform specific actions when tapped. Templates can have a mixture of up to 10 button components in total, although there are limits to individual buttons of the same type and combination limits.

Phone Number Buttons

When the app user taps, the phone number buttons call the specified business phone number. Templates are limited to one phone number button.

Website Button

Website buttons load the specified URL in the device's default web browser when tapped by the app user. Templates are limited to two Website buttons.

Quick Reply Button

When tapped by the app user, quick reply buttons are custom text-only buttons that immediately message you with the specified text string. An everyday use case is a button that lets your customer easily opt out of marketing messages.

Guide to Create WhatsApp Template:

Guidelines:

Provide proper template name - a template name should be relevant to the template content.
Provide correct sample data.

Step 1: Go to “Settings” -> “WhatsApp Templates” -> "Create Template"

Template Name: Enter the name of the template. The template name should be relevant to the content. Avoid using random or test names. Examples of bad names are dummy, test and so on.

Language: Choose the template language.

WABA Account (WhatsApp Business Account): Choose the account you want to send the message

Step 2: Choosing the template components based on the business use case; for example, a typical Abandoned Cart Recovery template will be like

Variable Parameters:

Click “Add Variable” to create a Variable parameter in a template.

Variable parameters in WhatsApp messages are placeholders that allow you to personalise your communication. They enable you to insert dynamic content, such as customer names, order details, appointment dates, or other personalised information, into a standard template message.

Step 3: Click “Submit.” Once submitted, the template will be sent to Meta for approval, which may take up to 24 hours.

If the template is rejected, its status is shown on the listing page. You can then re-appeal it from the WhatsApp Business Manager in your Meta account.

Reappeal:

If the template is rejected, you can edit the same template, change the content, add proper samples and submit again.