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WhatsApp Templates

Create Meta-approved templates, send them individually or in bulk, and schedule them.

First: what is a template and why is it needed?

WhatsApp doesn’t let businesses message customers however they like. The rule is:

  • You can reply freely within 24 hours after the customer writes to you.
  • After that time has passed, or if the customer has never written to you, you can only send a template.

A template is a message format prepared in advance and approved by Meta (WhatsApp’s owner). For example: “Hello {{customer_first_name}}, your order has been shipped.” Here, {{customer_first_name}} is replaced automatically with the customer’s name.

Path: Left menu → WhatsApp Templates → Templates

Template list

Template categories

CategoryWhat for?
MarketingCampaigns, discounts, announcements
UtilityOrder, appointment, invoice information
AuthenticationLogin codes

Marketing templates require the WhatsApp campaign feature in your plan and the customer’s marketing consent. Sending to contacts without consent may get your account restricted.

Creating a template

  1. Click the Create button.
  2. Basic information:
    • Name: Lowercase letters and underscores (example: order_shipped)
    • Language: Turkish or English
    • Category: From the table above
    • Type: A label you set for your own organization
  3. Header: Optional. It can be text, an image, or a file.
  4. Message content: The message itself. To add a variable, use {{customer_first_name}}, {{customer_last_name}}, {{customer_full_name}}, or {{company_name}}.
  5. Buttons (optional):
    • Quick Reply: The customer replies with one click
    • URL: Opens a web address
    • Phone: Starts a call
    • Survey Link: Directs to a satisfaction survey
  6. Check how the message will look in the Preview on the right.
  7. Save. The template is sent to Meta for approval.
Template creation form and preview

Approval process

Once the template is saved, its status becomes Pending. Meta usually decides within a few minutes to a day or two. The statuses are:

To get approved: state a clear purpose, avoid overly salesy language, fill in the variables with examples, and avoid prohibited topics.

Syncing with Meta

Sending to one contact

  1. Click Send Single next to the template.
  2. Select the customer.
  3. Check the variables.
  4. Send.

Bulk sending

To send the same template to many contacts:

  1. Click Send Bulk.
  2. Answer Who is it going to?:
    • Customers: Select groups and lists
    • Directory: Select directory groups
    • Excel: Upload your own file
  3. Map the variables. For each variable, choose one of the following:
    • A column in the file/record
    • A fixed value (“Campaign code: SUMMER25”)
    • Automatic CRM data (for example, the customer’s name)
  4. Set the send time: immediately or scheduled. For scheduled sends, the frequency is: Once, Daily, Weekly.
  5. Confirm and start.
Bulk send screen

When sending with Excel, check the preview screen first. Invalid numbers and empty variables show up there.

To see the result of a send, see the Delivery Tracking page.

Sending a catalog

You can send your product, real estate, or vehicle records to customers as a catalog. First, prepare your records on the Products / Services page.

Common mistakes