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    Chat App Message Service:Design a message template

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    Chat App Message Service:Design a message template

    Last Updated:Jan 15, 2025

    This topic describes how to design a message template in the Chat App Message Service console.

    Prerequisites

    Procedure

    Create a message template

    1. Log on to the Chat App Message Service console.

    2. In the left-side navigation pane, click Channel management.

    3. On the Channel management page, find the WhatsApp channel that you want to manage and click the channel ID or Management in the Operation column.

    4. On the page that appears, click Template Design in the left-side navigation pane.

    5. On the Template Design page, click Add.

    6. In the Add dialog box, set the parameters, including Template Name, Category, Allow Category Modification, and Language.

      Note

      • The category of the message template can be Utility, Marketing, or Authentication. For more information, see WhatsApp message templates.

      • If you allow category modification, it indicates that you agree for WhatsApp to change the template category you selected to a more appropriate category during the template review process, based on the message content. If you choose not to allow category modification, then your template will be rejected during the review if WhatsApp determines that the message content does not match the selected template category.

      Important

      WhatsApp may update the category of a template based on its content. For example, if a utility template passes the review and the WhatsApp monitoring system later determines that the content is marketing, WhatsApp will update the approved utility template to a marketing template and bill it as a marketing message.

      The actual category of the message template will be determined by the billing statement.

    7. Click OK to start designing.

    8. Click Save to save the template.

    9. Click Submit. After WhatsApp approves the template, you can use it to send messages.

    Edit a message template

    1. On the Template Design page, find the template, and then click the template name or click Edit in the Actions column.

    2. On the page that appears, edit the template based on your needs.

      Note

      Editing of WhatsApp message templates in any review status is supported. However, please note that editing an approved template requires resubmission for review and will have the following impacts:

      1. The template cannot be sent from the time it is submitted for review until it is re-approved.

      2. Any ongoing sending tasks for the template will fail once it is submitted for review.

      Exercise caution when editing an already approved message template.

    Delete a message template

    1. On the Template Design page, find the template and click Delete in the Actions column.

    2. In the message that appears, click OK.

      Note

      • According to WhatsApp regulations, you cannot create a template with the same name within 30 days after deleting a WhatsApp message template.

      • Deleting an approved message template will result in the failure of any ongoing sending tasks.

      • Please exercise caution when performing deletion operations.

    Template categories

    Marketing templates

    Marketing templates are the most flexible templates of WhatsApp, and are not tied to specific completed transactions. Instead, they may relate to the business or its products or services. These templates can include promotional offers, welcome messages or farewells, dynamic updates, invitations or recommendations, or responses to inquiries or completion of new transactions.

    Marketing templates support custom templates, catalog message templates, and multi-product message (MPM) templates. With the custom template format, you can customize the message content and layout according to your actual needs. To switch template formats, select the desired option from the template format drop-down list in the upper-right corner of the Template Design page.

    Custom templates

    Button

    Description

    04

    Adds languages.

    05

    Undoes the most recent operation.

    06

    Cancels the most recent undo operation.

    07

    Adds a message header.

    Note

    Only one header is supported in a message template.

    image.png

    Adds a limited-time offer.

    • If the Expiration Time option is turned off and a Promo Code button has been added, place the Promo Code button in the first position.

    • If the Expiration Time option is turned off and no Promo Code button has been added, place a URL button in the first position.

    Note

    Only one limited-time offer is supported in a message template.

    08

    Adds a message footer.

    Note

    • Only one footer is supported in a message template.

    • Message footers are not supported in limited-time offer templates.

    09

    Adds a URL button.

    Specify the following parameters: Button Name, URL Type, and URL.

    Note

    • Only two URL buttons are supported in a message template.

    • URL buttons are not supported in catalog message templates and MPM templates.

    10

    Adds a Call button.

    Specify the following parameters: Button Name, Country/region, and Mobile Number.

    Note

    • Only one Call button is supported in a message template.

    • Call buttons are not supported in catalog message templates and MPM templates.

    11

    Adds an Auto-reply button.

    Specify the Button Name and Event Type parameters. Valid values of Event Type:

    • Open Message: Select a message template.

    • External Event: Specify the business system, intent, and default message.

    Note

    • A message template can contain up to 10 buttons, including URL buttons, Call buttons, Auto-reply buttons, and Promo Code buttons.

    • Auto-reply buttons are not supported in catalog message templates and MPM templates.

    image.png

    Adds a Promo Code button.

    The name of a Promo Code button cannot be changed to Copy Promo Code. You can add text variables for promo code copying.

    Note

    Only one Promo Code button is supported in a message template. When used in conjunction with a limited-time offer, place the Promo Code button in the first position.

    010

    Adds a Stop Promotion button.

    If you want to use a Stop Promotion button, you must agree to the agreement in the button settings.

    Note

    Only one Stop Promotion button is supported in a message template.

    Catalog message templates and MPM templates

    Both the catalog message template and MPM template are marketing templates related to the Meta ecommerce catalog. Before using these templates, you must first authorize and link your product catalog. For information about authorization and binding of the catalog, see Catalog management. For information about creating and sending product catalog templates, see Best practices for product catalog templates.

    Utility templates

    • Utility templates are used for specific transactions that have been completed, to accomplish one of the following: confirming, terminating, or modifying a transaction or subscription.

    • The design of utility templates differs from marketing templates in that they do not support certain marketing features. For example, utility templates do not support buttons for limited-time offers, promo codes, or stopping promotions.

      Important

      Any templates that mix utility and marketing content will be classified as marketing templates.

    Authentication templates

    • Authentication templates are the most stringent templates of WhatsApp. Businesses must use WhatsApp-predefined authentication templates, which may include optional add-ons such as security disclaimers and expiration warnings. Additionally, authentication templates must be configured with an OTP button (to copy the password or auto-fill it).

    • Through authentication templates, businesses can verify user identities using an OTP.

    • The content or parameters of authentication templates do not allow the use of URLs, media, or emojis. Parameters are also subject to a 15-character limit.

    • For more information about authentication templates, see Best practices for authentication templates.

    What to do next

    Send a WhatsApp message

    References