Template Messages
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A message template is required for the Business to start a new conversation with User. This is required if there was no interaction between the accounts previously or if the last message sent by the User has more than 24h. .
Template messages must be submitted to Meta for approval before they are available to use. These messages are stored on a WABA level, so multiple phone numbers in the same WABA can use the same template messages.
In addition, templates may be disabled automatically based on customer feedback. Once disabled, a template cannot be sent in a template message until its quality rating has improved or it no longer violates
Each WhatsApp Business Account can have up to 250 message templates. That means 250 message template names, and each of them can have multiple language translations. For example, a message template called hello_world translated into two languages counts as a single message template in regards to this limit.
POST https://waba-v2.360dialog.io/v1/configs/templates
The message template name field is limited to 512 characters. The message template content field is limited to 1024 characters.
D360-API-KEY*
string
<NAME>
String
Required.
Template name.
Maximum 512 characters.
order_confirmation
<CATEGORY>
Enum
Required.
Template category.
Allowed values: AUTHENTICATION, MARKETING, UTILITY
<ALLOW_CATEGORY_CHANGE>
Boolean
Optional.
true
<LANGUAGE>
Enum
Required.
en_US
<LIBRARY_TEMPLATE_NAME>
String
Optional.
The exact name of the Utility Template Library template.
Learn how to create templates using Utility Template Library
delivery_update_1
<LIBRARY_TEMPLATE_BUTTON_INPUTS>
Array of objects
Optional.
The website and/or phone number of the business being used in the template.
Note: For utility templates that contain buttons, this property is not optional.
Learn how to create templates using Utility Template Library
“[ {'type': 'URL', 'url': {'base_url' : 'https://www.example.com/{{1}}', 'url_suffix_example' : 'https://www.example.com/demo'}}, {type: 'PHONE_NUMBER', 'phone_number': '+16315551010'} ]"
<COMPONENTS>
Array of objects
Required.
Components that make up the template.
When creating a template, define its components by assigning an array of component objects to the components property in the body of the request.
For example, here's an array containing a text body component with two variables and sample values, a phone number button component, and a URL button component:
GET https://waba-v2.360dialog.io/v1/configs/templates
Request example
curl --request GET
--url https://waba-v2.360dialog.io/v1/configs/templates
--header 'D360-API-KEY: '
--header 'Content-Type: application/json'
filters
string
A JSON object of params and their expected values
id , partner_id , business_templates.name, status , category
limit
string
Objects limit to return in the response
default: 1000
offset
string
Show the results starting from an offset
default: 0
sort
string
Use minus - symbol for descending sorting
id , name , status
D360-API-KEY*
string
DELETE https://waba-v2.360dialog.io/v1/configs/templates/{template_name}
Request example
curl --request DELETE
--url https://waba.360dialog.io/v1/configs/templates/{template_name}
--header 'D360-API-KEY: '
--header 'Content-Type: application/json'
template_name*
string
Name of the template (can be fetched with the get WABA templates request)
D360-API-KEY*
string
There are multiple ways to submit a Template Message for approval and manage your approved templates. Use the Create new WABA template endpoint to submit new template for approval.
You can also retrieve or delete template messages from a specific account.
A template message can have three different categories:
MARKETING
UTILITY
AUTHENTICATION
Marketing templates are the most flexible – they do not relate to a specific, agreed-upon transaction and instead may relate to the business and/or its products/services. These templates may include promotions or offers; welcoming / closing messages; updates, invitations or recommendations; or requests to respond or complete a new transaction.
Awareness
Generate awareness of your business, products, or services among customers who have subscribed to receive messages from your business on WhatsApp.
"Did you know? We installed a new tower in your area so you can enjoy a better network experience. To learn more, visit our site {{1}}."
"Diwali is around the corner! Join us at {{1}} on October 24 to celebrate with friends and family. For more details about our event, click {{2}}."
"Looking for a getaway this fall? Our newest resort just opened in {{1}}: the perfect place to relax and unwind. Learn more here: {{2}}"
Sales
Send general promotional offers to customers related to sales events, coupons or other content intended to drive sales.
"As a thank you for your last order, please enjoy 15% off your next order. Use code LOYAL15 at checkout. Visit our site here {{1}}."
"Refer → save! Use code FRIEND so you both earn $10 off your next order."
"Upgrade to our Premium cabin to enjoy more benefits, like additional legroom and priority boarding. Click {{1}} or log into our app to upgrade."
"You have been pre-approved for our credit card! Enjoy an introductory offer of {{1}} if you apply via your personalized link: {{2}}."
"Don’t forget! Today only, get double points on your purchases. Visit your nearest store and use your phone number at check-out."
Retargeting
Promote relevant offers or other call-to-actions to customers who may have visited your website, used your app, or engaged with your products and services.
"Don't miss out on your favorite shows! Re-subscribe now: {{1}}"
"You left items in your cart! Don’t worry, we saved them for you. Click here to checkout now: {{1}}."
"Thank you for visiting our site. You can secure your health insurance in a few easy clicks – continue here: {{1}}."
"You didn’t finish your application! Please log into your profile here to pick up where you left off: {{1}}."
"We miss you! Join us for an afternoon or evening of fun with your family. Click here to book with a special rate: {{1}}."
App Promotion
Request customers to install or take a specific action with your app.
"Did you know? You can now checkout in our app. Download it here {{1}} to check out our streamlined experience."
"Thank you for using our app. We noticed you have not used our latest feature, {{1}}. Click here {{2}} to learn more about how this benefits you!"
"In-app only: 20% off this week! Use code SUMMER20 to save on select styles. To download our app, click here: {{1}}."
"Hi {{1}}, your friend {{2}} recently joined our community. Send them a welcome message today: {{1}}"
Build Customer Relationships
Strengthen customer relationships through personalized messages or by prompting new conversations.
"{{1}}, did you think we’d forget? No way! Happy birthday! We wish you the best in the year ahead."
"As we approach the end of the year, we reflect on what drives us: You. Thank you for being a valued customer. We look forward to continuing to serve you"
"Hello, I am the new virtual assistant. I can help you discover products or provide support. Please reach out if I can help!"
Also considered marketing templates are:
Templates with mixed content (e.g. Both utility and marketing, such as order update with a promo or offer).
Templates where contents are unclear (e.g., contents are only “{{1}}” or “Congratulations!”).
Utility templates are typically triggered by a user action or request. They must include specificity about the active or ongoing transaction, account, subscription, or interaction to which they relate. For example, an order confirmation must contain an order number.
Opt-In Management on WhatsApp
Confirm opt-in for receiving messages on WhatsApp as a follow-up to opt-in collected via other channels (e.g., website, email). Also confirm opt-out.
"Thanks for confirming opt-in! You’re in. You’ll now receive notifications via WhatsApp."
"Thank you for confirming your opt-out preference. You will no longer receive messages from us on WhatsApp.'"
Order Management
Confirm, update, or cancel an order or transaction with a customer using specific order or transaction details in the body of your message.
"Thank you! Your order {{1}} is confirmed. We will let you know once your package is on its way."
"Hooray! Your package from order {{1}} is on its way. Your tracking number is {{2}} and expected delivery date is {{3}}."
"Unfortunately, one item from your order {{1}} is backordered. We will follow up with an estimated ship date. If you wish to cancel and receive a refund, please click here: {{2}}"
"We have received your item from order {{1}}. Your refund for {{2}} has been processed. Thank you for your business."
Account Alerts or Updates
Send important account updates, including time-sensitive alerts, safety information, payment reminders, and other information relevant to already-purchased or subscribed products and services.
These messages should not intend to upsell or cross-sell new products or services.
"Daily update for account ending in {{1}}: Your balance is {{2}}."
"Reminder: Your monthly payment for your subscription to {{1}} will be billed on {{2}} to the card you have saved on file."
"To finish setting up your profile, you need to upload a photo. Please click here to upload: {{1}}."
"The product you ordered {{1}} on {{2}} has been recalled. Please click here {{3}} to learn more."
"There is a tornado alert in your area. We recommend you remain indoors until {{1}} o'clock today."
Feedback Surveys
Collect feedback on previous orders, interactions or ongoing relationships with customers.
These messages should not be about requesting feedback related to potential upsell or cross-sell opportunities.
"We have delivered your order {{1}}! Please let us know if there was any issue by reaching out here: {{2}}."
"Your feedback ensures we continually improve. Please click here {{1}} to share your thoughts on your recent visit at our {{2}} location. Thank you in advance!"
"You chatted with us online recently about order {{1}}. How was your experience? Click to fill out a short survey: {{2}}."
Continue a Conversation on WhatsApp
Send a message to start an interaction on WhatsApp that began in another channel.
These messages should not be initiated without a user having requested the conversation to be moved to WhatsApp.
"Hi! I see you requested support via our online chat. I am the virtual assistant on WhatsApp. How can I help?"
"Hi {{1}}, we are following up on your call with customer service on {{2}}. Your case has progressed to the next step. Please log into your account to continue: {{3}}."
Authentication templates enable businesses to authenticate users with one-time passcodes (usually 4-8 digit alphanumeric codes), potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges).
For a template to be classified as authentication, a business must:
Use WhatsApp’s preset authentication message templates, which include optional add-ons like security disclaimers and expiry warnings.
Configure a one-time password button (copy-code or one-tap)
Follow content restrictions: URLs, media, and emojis are not allowed for authentication template content or parameters. Additional length restrictions of 15 characters also apply to parameters.
Provide an authentication code to the user
"{{1}} is your verification code."
"{{1}} is your verification code. For your security, do not share this code."
"{{1}} is your verification code. This code expires in 15 minutes."
Default TTL
10 minutes
30 days
30 days
Compatibility
Cloud API + On-Premise API
Cloud API only
Marketing Messages (MM) Lite API
Customizable range
30 seconds to 15 minutes
30 seconds to 12 hours
12 hours to 30 days
To set a custom TTL on an authentication, utility, or marketing template, include and set the value of the message_send_ttl_seconds property in your sending template endpoint.
You can change the TTL on a previously configured template using this method, as well.
TTL can be customized in 1 second increments.
message_send_ttl_seconds property valuesAuthentication templates: 30 to 900 seconds (30 secs to 15 mins)
Utility templates: 30 to 43200 seconds (30 secs to 12 hours)
Marketing templates: 43200 to 2592000 (12 hours to 30 days)
Alternatively, you can set this value to -1, which will set a custom TTL of 30 days for either type of template.
Its recommended to set a TTL for all of your authentication templates, preferably equal to or less than your code expiration time, to ensure your customers only get a message when a code is still usable.
Example (line 6)
These are the possible statuses of a Template Message:
Pending: Indicates that the template is still under review. The review process is done by Meta and it can take up to 24 hours.
Disabled: The template has been disabled due to recurring negative feedback from customers. Message templates with this status cannot be sent to customers.
Each template must be reviewed and approved by Meta, before you can send them to customers.
If Meta agrees with the category you selected, the template status is set to PENDING; the template will then go through template review.
In both cases, the template's initial status is returned as part of the API response with template ID, status, and category. For example:
Templates with a status of PENDING are undergoing template review. Meta reviews the contents of each newly created or edited template to make sure it adheres to their content guidelines and policies.
The review process can take up to 24 hours. In case you encounter any delays with the approval process, please reach out to our Support Team.
Based upon the outcome of this review, it will automatically change its status to APPROVED or REJECTED, which triggers a message template status update webhook, that can have one of the listed statuses below.
Based on the outcome of category validation and template review, Meta will set or change the template's status to one of the following values:
PENDING — The template passed category validation and is undergoing template review.
REJECTED — The template failed category validation or template review.
Since June 1, 2024, Meta implemented a recurring process to ensure accurate categorization of templates. This process automatically identify and update any marketing or utility templates that have been miscategorized, as per the guidelines.
Note that this process does not apply to templates with a PENDING or PENDING_DELETION status, and does not affect template status (i.e., if a template is already APPROVED it will stay APPROVED, even if its category changes).
On the first day of each month, Meta will inform the business of any miscategorized marketing or utility templates. These updates will take effect on the first day of the following month.
The notification process is described below:
Emails will be sent to users with full control of the WhatsApp Business Account (WABA) that owns these templates. The email will include a link to the WhatsApp Manager > Message Templates > Manage Templates panel. Templates with category updates scheduled for the first day of the next month will have an "information" icon next to their name on WABA Manager. Hovering over the icon will display the new category and the update date.
The WhatsApp Manager > Message Templates > Manage Templates panel will display a banner with a link to a downloadable CSV identifying these templates.
Then, on the first day of the following month, Meta will automatically update the categories of these templates so they are consistent as per the guidelines, and inform the business of the changes:
An email will be sent to any people in the business portfolio who have been granted full control of the WABA that owns the templates whose categories have been updated. The email will highlight the number of templates whose categories were updated and include a link to the WhatsApp Manager > Message Templates > Manage Templates panel, where you can download a CSV of the impacted templates.
A template_message_updatewebhook will be triggered for each template whose category has been updated. The correct_category property will indicate the template's new category.
Meta will send written notice of this detection for businesses that are detected as misusing the template categorization system to secure the utility category for templates that should be categorized as marketing.
If a business is flagged for misuse:
A written warning will be issued.
If the issue continues after the warning, WhatsApp may:
Reject all approved Utility templates
Block new Utility template submissions and category reviews for 7 days
Extend the block to 30 days in more severe cases
The following templates will be rejected immediately:
Spam/Scam templates
unsolicited electronic communications,
chain letters,
pyramid schemes,
illegal or impermissible communications.
Duplicated templates: Templates CANNOT have the same name, content, and language. This will be flagged immediately.
If your template is rejected, you have the following options:
Correct the error and re-submit: Edit the template so they align with Meta guidelines, and resubmit to review. You can do this from the 360Dialog Hub, or via WhatsApp Business Manager.
Request review via Account Quality: Appeal the rejection directly through Business Manager. Go to Account Quality > ‘Rejected message templates’, check the rejected template, and select Request review
If a message template reaches the lowest quality rating (a status of Active - Low quality), it will automatically be paused for a period of time. Pausing durations are as follows:
1st Instance: Paused for 3 hours
2nd Instance: Paused for 6 hours
3rd Instance: Disabled
You may wish to edit a paused template if you feel that editing its content will reduce the amount of negative feedback it may receive. Keep in mind, however, that once you edit a message template and resubmit it for approval, its status will change to In Review and it can't be sent to customers again until it has been re-approved and the status set back to Active.
A template will unpause on its own after satisfying the pause duration outlined above. Once unpaused, the template's status will be set to Active and you may begin sending it to customers again. If you haven't suspended any automated messaging campaigns that relied on a paused template, they should start working again. However, we recommend that you hold any campaigns that rely on a template that has been paused until it is unpaused, because the API will reject your requests anyway.
The template's quality rating will also be reset to a value based on the most recent customer feedback the template has received. You will receive a webhook once the template's status has been set to Active.
You can unpause any paused template through the WhatsApp Manager by clicking the ‘manually unpause it’ link highlighted in the screenshots below:
Note that templates paused during Template Pacing must be manually unpaused before they can be used again.
In the WhatsApp Manager, you can monitor message read rates in real time via a dedicated dashboard with message template metrics.
Go to WhatsApp Business Manager > Left side menu in "Account Tools" > Template messages.
Note that Meta system accounts for variations in user availability, analyzing read rate trends over an appropriate period, instead of solely relying on immediate response times, for example, in cases where the user may not check messages during work hours, which could result in low read rates. This ensures a fair and realistic assessment of message engagement.
Here are some strategies to improve template messages read rates:
Audience: Tailor your messages to specific user segments for more relevant communication.
Timing: To maximize chances of engagement with your templates, consider not sending on days when many businesses are competing for your customers’ attention, such as weekends or seasonal peaks.
Frequency of Messages: Monitor how many marketing conversations a customer receives per day and week to avoid overloading the customer.
Cool downs: Give customers that have stopped engaging with your templates a break. Always include the option to opt-out of marketing conversations on WhatsApp.
Relevance of the Message: Make sure the subject line or preview text clearly indicates the message's relevance. Similarly, if previous interactions have been negative, this may discourage people from reading messages.
Optimize the first 60-65 characters: This is what people see first in their message preview on WhatsApp. Make it engaging, convey the main point, personalize it, and test different approaches to see what works best.
Businesses can submit Template Appeals from the WhatsApp Business Manager. Meta's team reviews the case against the appealed violation and decides the outcome, which typically takes 24 to 48 hours. The appealed violation will either remain Unchanged, or be set as Reversed
If the WABA was created through Integrated Onboarding, the appeal review decision can be sent via the Business Manager. This is how to request a decision review:
From the Account Quality page, click on Rejected Message Templates.
Choose from the list of rejected templates and click Request Review.
Enter Appeal Reason and click Submit.
After submission, the request and the issue are moved to the In Review tab.
The appeal review decision will be sent via the Business Manager and typically takes 24 to 48 hours. The appealed violation will either remain Unchanged, or be set as Reversed.
The template comparison tool is available for Shared WABAs created through Integrated Onboarding in WhatsApp Manager. This tool allows businesses to gain insight into the performance of their templates by comparing their block rates, and quickly identifying which templates are resonating better with end users.
Note on template eligibility: templates need to have a minimum of 1000 sends over the past 90 days to be eligible for the template comparison tool and show up in the dropdown. Templates that show up in the dropdown but are not selectable do not meet the send requirement in the selected lookback window. There is no restriction on template status.
Only two templates can be compared at a time.
Both templates must be in the same WhatsApp Business Account.
Templates must have been sent at least 1000 times in the queries specified timeframe.
Timeframes are limited to 7, 30, 60 and 90 day lookbacks from the time of the request.
From WhatsApp Business Manager, go to Template Manager, and click in "Compare". A pop-up will launch, and from there, you will be able to select the templates to compare.
Set to true to allow . If omitted, the template may be rejected due to miscategorization.
Template .
See.
See.
Templates are composed of various text, media, and interactive components, based on your business needs. Refer to the for a list of all possible components.
Note that templates categorized as AUTHENTICATION have unique component requirements. See .
In addition, if Meta determines that a template has been miscategorized, its status will be set to REJECTED and you will receive a indicating that it was rejected for miscategorization.
See
To see the different elements that can be used in a Template Message, read .
It is currently not possible to edit templates in the API. In the meanwhile, you can edit a template manually using the > Account tools > Message templates panel or using the 360Dialog Hub.
The Template Management feature in the 360Dialog WABA Management UI supports both text and media templates. To see all functionalities available, please .
See.
You can customize the default (TTL) for authentication, utility and marketing template messages by setting a custom TTL on the template body.
Approved: The template has passed template review and been approved, and can now
Rejected: The template has been rejected during our review process or violates one or more of .
Active - Quality pending: The message template has yet to receive quality feedback from customers. Message templates with this status can be sent to customers and will be monitored for rating. See .
Active - High Quality: The template has received little or no negative customer feedback. Message templates with this status can be sent to customers. See .
Active - Medium Quality: The template has received negative feedback from multiple customers but may soon become paused or disabled. Message templates with this status can be sent to customers. See .
Active - Low Quality: The template has received negative feedback from multiple customers. Message templates with this status can be sent to customers but are in danger of being paused or disabled soon, so it is recommended that you address the issues that customers are reporting. See .
Paused: The template has been paused due to recurring negative feedback from customers. Message templates with this status cannot be sent to customers. See .
In Appeal: Indicates that an appeal has been requested. See .
When you send a template creation request, Meta immediately validate its category using the guidelines.
If Meta disagrees with your designation, the template will be created, but its status is set to REJECTED . This will trigger a message with reason set to INCORRECT_CATEGORY and the rejected_reason field will have the value TAG_CONTENT_MISMATCH.We recommend including the allow_category_change property set to true in your template creation request. This will prevent your template from being rejected due to miscategorization and ensure it continues to template review process. See .
APPROVED — The template has passed template review and been approved, and can now
Businesses can only send templates with an Active status. You can see the payload of every status when received the template_message_update via webhook .
will list the name and current category of these templates, as well as the categories they will be updated to on the first day of the following month.
A template_message_update a webhook will be triggered for each template whose category will be updated, with a correct_category property in the payload set to what the template's category should be.
If you feel that a given template's category should not be, or should not have been, updated, you can
Refer to .
Create a new template: Create a new template via or WhatsApp Manager to submit to the approval process. Make sure to create it with different name and content, otherwise it will be rejected immediately.
When a message template is paused (status of Paused) it can't be sent to customers, so you should suspend any automated messaging campaigns that rely on that template. Although you won't be charged for attempting to send a paused message template to a customer, and the attempt won't count against your , the API will reject such attempts. You should only resume these campaigns once the template's status has been changed back to Active.
Having Paused Templates won't impact the WABA from which the message template was sent, or cause the Messaging Limit to decrease. Other high-quality message templates can continue to be sent from the phone number. However, if a business consistently sends message templates that reach a Low quality status, the WhatsApp Business Account may eventually be impacted. See .
Beginning April 1, 2024, Meta is including templates read rates as a key factor in determining the quality of , as an addition to traditional metrics like blocks and reports. This means that Meta will campaigns with low read rates, giving businesses time to iterate/edit the templates with the lowest engagement before scaling volume. Use the webhook for information and template statuses changes.
Select any message template, then click the template Insights tab to see additional metrics, including “Messages Read”. You also receive a read event webhook for each message (if the user has turned the “read receipts” setting on) via the messages webhook. See .
If the WABA was created with OBO (On Behalf Of) our Support Team can assist with this request. Please file a through the 360Dialog Hub and we will Appeal Templates for you.
