Template messages
A message template is required to start a business-initiated conversation. These messages are stored on a WABA level, so multiple phone numbers in the same WABA can use the same template messages.
Template messages must be submitted to Meta for approval before they are available to use.
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.

There are multiple ways to submit a Template Message for approval and manage your approved templates.

Use the following endpoint to submit new template for approval.
post
https://hub.360dialog.io/api/v2
/partners/{partner_id}/waba_accounts/{waba_account_id}/waba_templates
Create new WABA template
You can also edit, retrieve or delete template messages from a specific account.
Edit WABA template: coming soon!
get
https://hub.360dialog.io/api/v2
/partners/{partner_id}/waba_accounts/{waba_account_id}/waba_templates
Get WABA templates
delete
https://hub.360dialog.io/api/v2
/partners/{partner_id}/waba_accounts/{waba_account_id}/waba_templates/{template_id}
Remove a WABA template

Template Approved
This event is triggered every time a template message is approved by Meta.
The field event will have waba_template_approved value set.
You will be able to identify which client (in client.id), WABA (in waba_account.id) or phone number (in setup_info.phone_number) is this template for.
Template Rejected
This event is triggered every time a template message is approved by Meta.
The field event will have waba_template_rejected value set.
You will be able to identify which client (in client.id), WABA (in waba_account.id) or phone number (in setup_info.phone_number) is this template for.
Template Flagged
This event is triggered every time a template message is approved by Meta.
The field event will have waba_template_flagged value set.
You will be able to identify which client (in client.id), WABA (in waba_account.id) or phone number (in setup_info.phone_number) is this template for.
Example payload

The Template Management UI in the 360 Hub 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
  • Add variables to templates
You are able to access this UI by clicking in "Manage templates" under any WABA in your dashboard. You can create a new template by clicking in "+ Add template".
In order to add a variable, insert {{#}} at the given position, where # represents the variable index, which needs to start at {{1}}.
You can manage the template statuses in this same UI.
Draft
Pending
Approved
Rejected
Templates with a gray background are in draft mode and have not been submitted for review by Meta yet.
Pending Templates have a yellow background. Facebook is verifying the template request. Please wait until more information is given by Facebook.
Your Template has been approved by Facebook and may be used to send Template Messages to your clients.
This Template has been rejected.
You will receive a Hub Notification (as well as the client) when a template changes status.

post
https://waba.360dialog.io
/v1/messages
Send Template Message
Any variables can be added with the Localizable Parameters. See the documentation on how to use it here.

{
"to": "wa_id",
"type": "template",
"template": {
"namespace": "c8ae5f90_307a_ca4c_b8f6_d1e2a2573574",
"language": {
"policy": "deterministic",
"code": "en"
},
"name": "template_name"
}
}

{
"to": "wa_id",
"type": "template",
"template": {
"namespace": "c8ae5f90_307a_ca4c_b8f6_d1e2a2573574",
"language": {
"policy": "deterministic",
"code": "en"
},
"name": "template_name",
"components": [{
"type": "header",
"parameters": [{
"type": "image",
"image": {
"link": "https://link-to-your-image.jpg"
}
}
]
}, {
"type": "body",
"parameters": [{
"type": "text",
"text": "John"
}, {
"type": "text",
"text": "1234abcd"
}
]
}
]
}
}

WhatsApp provides a marketing opt-out button that can be added to any template message.
To use it, you will simply need to add the following to your template message sending:
{
"type":"FOOTER",
"text":"Not interested? Tap Stop promotions"
},
{
"type":"BUTTONS",
"buttons":[{"type":"QUICK_REPLY", "text": "Shop now"},
{"type":"QUICK_REPLY", "text": "Stop promotions"}]
}
Clients must take the necessary steps to store which clients have chosen to opt-out of receiving marketing templates and stop sending these messages to them.
There is no WhatsApp or 360dialog feature to collect this information.
Not doing so will negatively impact your block rate and quality score.
Using this button will help you:
  • Reduce block rate: You’ll have a lower risk of campaign stoppages as a result. A high block rate may cause a campaign to be suspended or the quality rating of your phone number to decline. Giving customers the option to opt out instead of blocking your business ensures that campaigns can run uninterrupted.
  • Allow faster scaling: Your business may encounter quality issues as you scale your marketing outreach on WhatsApp. This usually happens when customers block certain templates. Allowing customers to opt out of marketing messages may reduce your block rate, which may help you increase your messaging limits faster.
  • Give customers options for how they want to hear from you: By letting customers opt out of marketing messages, you’ll keep your ability to contact them with critical information such as transactional and customer care messages.
  • Obtain better insights into customer preferences: Currently, your business can’t see which customers have blocked you. With the opt-out button, you will be able to see who has opted out of your marketing messages. This can help you learn from and improve your campaigns.

{
"name": "promotional_message",
"language": "en_US",
"category": "TRANSACTIONAL",
"components": [{
"type":"BODY",
"text":"Hi {{1}}, get an extra 10% off every order above $300.",
"example":{"body_text":[["Sonia"]]}
},
{
"type":"HEADER",
"format":"TEXT",
"text": "Bonus Tuesday starts now!"
},
{
"type":"FOOTER",
"text":"Not interested? Tap Stop promotions"
},
{
"type":"BUTTONS",
"buttons":[{"type":"QUICK_REPLY", "text": "Shop now"},
{"type":"QUICK_REPLY", "text": "Stop promotions"}]
}]
}

We recommend that you continue to optimize the user experience when designing your opt-out flow.
Here are some tips for creating a high-quality opt-out experience:
  • Honor all opt-out requests: It is important that your business takes the necessary steps to stop sending marketing messages to customers who have opted out. Otherwise, you’ll create a negative experience for your customers, which may impact your block rate and quality score. Also, you should stop sending marketing messages to these customers from all of your WhatsApp phone numbers.
  • Send a confirmation reply to customers who request to opt out to:
    • Include an option for customers to opt back in. This is helpful for people who change their minds or who have accidentally tapped the marketing opt-out button.
    • Ask customers for feedback on why they’ve opted out or what types of content they prefer to receive instead. This can help your business improve marketing messages and audience targeting.
  • Identify messages to add the marketing opt-out button to: Adding a marketing opt-out button to every message may be repetitive and even encourage customers to opt out. We see opt out works best when included in the following types of messages:
    • The first message a customer receives from your business.
    • The first message after a longer period without marketing messages.
    • Messages that are sent to unengaged customers.

Clarity: be specific and clear. The reviewers may not know a customer’s business and need more clarity. Avoid promotion: upselling, cold-call messaging, sending a poll to collect data, and including certain phrases that sound promotional are all considered promotional. Spelling: check for spelling and grammatical errors and use appropriate formatting (e.g., double curly brackets for parameters). Name: make your message template name clear. Instead of using a name like template_014, use bus_ticket_details. Remember that someone from Facebook will be reviewing your templates. Providing more clarity gives reviewers context around how the template will be used. Create context: if you need to write a message template to re-open the 24-hour window, we would suggest starting with some mention of the previous conversation thread. Choose an appropriate category: don’t forget to use the correct message template type. Choosing the correct one will increase the chances of getting your templates approved and will provide more information to WhatsApp during the approval process. The categories are Transactional, Marketing or One-time password. Header (optional): you can add a title or choose which type of media you'll use for this header. Image, PDF and Video is supported.

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On this page
Manage your Template Manages
In the Partner API
post
Create new WABA template
get
Get WABA templates
delete
Remove a WABA template
In the 360 Hub
Sending a Template Message
post
Send Template Message
Adding a marketing opt-out button to your Template Message
Best practices to get your Template Message approved
Examples