Template Message Management

This document explains how to use the 360dialog Template Manager for for WhatsApp Template Messaging.

Template Manager

The Template Manager supports both text and media templates and has the following functions:

• Create and preview new template messages

• Monitor current approval status of all your templates

• Copy and Delete templates

• Add different template Languages

• Allow template category change

• Edit Templates

Access

Each WABA has it's own set of Message Templates. To access your Message Templates, find the WABA number you would like to add a Message Template to in the Numbers page > Manage > Templates.

In WhatsApp Account > Manage Templates.

Overview

This is the Template Management home page where you can get an overview of all Templates under your number.

• Delete Template
• Replicate Template. Useful for creating variants of a similar template
• Add different language to a template
• Edit Templates

• See Templates Category

Edited templates will be submitted to Meta for approval once in a 24-hour window or up to 10 times in a 30-day window.

The edited version will appear in the 360dialog hub with the "last sync" date, referencing to when it was last submitted. See Meta's Template Editing rules.

Template Verification Process

Template messages must be submitted to Meta for review before they are available to use. The status of this review can be seen by the color of the template language. Please review our tips on Template Messaging before submitting any templates for review.

Draft

Templates with a gray background are in draft mode and have not been submitted for review by Meta yet.

Pending

Pending Templates have a yellow background. Facebook is verifying the template request. Please wait until more information is given by Facebook.

Approved

Your Template has been approved by Facebook and may be used to send Template Messages to your clients.

Rejected

This Template has been rejected. Please review our Template Messaging docs for help with Template Message approval.

Untitled

This template is Paused from sending for a period of time. See Template Pausing.

Create a template

To create a Message Template, click on the blue Add Template button in the home page.

When creating your template, you will need to include the following information:

• Template Name

  • Name can only contain lowercase alphanumeric characters and underscores ( _ )

• Template Category

  • See Template Categories

• Template Language

  • Language that the template is written in

• Allow Template Category Change

  • Selecting Yes to this value will allow Meta to assign whatever category they determine to be appropriate to avoid template rejection due to miscategorization.

• Template Type

  • Standard (text only) or Media Template

360dialog Client Hub v1

360dialog Client Hub v2

Creating Standard (text only) Templates:

Standard Message Templates only have a BODY section. In order to add a variable, insert {{#}} at the given position, where # represents the variable index, which needs to start at {{1}}

Preview feature with variable insertion

Creating Media Templates

The Media Templates have more building blocks and features. It consists of the following building blocks:

Header

The Header is optional and serves as the title or header of your template. It supports the following:

• Text

• Image

• Document

• Video

Body

The Body should contain the most important text of your template. Only text is supported.

Footer

The Footer only supports text and can be used to provide less relevant information in your template message.

Button

The button adds interactivity to your templates. There are two main types.

• Quick Reply Button

  • Used for getting quick answers from your client

  • Max 3 Quick Reply Buttons per Template

• Call to Action Button

  • Used to send your client to a Website or call a Phone Number

  • Max one URL and Phone Number per Template

All Templates require a Body. Headers, Footers, and Buttons are optional.

Example Media Template with Image, Body, Call to Action Button and Placeholder Variables

Important: all media examples must be urls that point to a valid media file.

Visit our Template Messaging for more information about creating template messages and best practices.

Creating templates with Buttons

Through the 360dialog Client Hub, you can add buttons and combinations as per our Buttons documentation.

Template Messages

Sample Templates

For all accounts, WhatsApp already registers a number of pre-approved sample templates. These templates can be used at any time and cannot be deleted.

Sample templates always have sample_ in the name.

Appeal Template Rejections

Rejected Template messages can be appealed via the Account Quality section in Meta Business Manager.