Message templates give your team reusable wording for common updates. They help keep information consistent while allowing the sender to supply the customer's details at the point of use. The template library includes SMS and WhatsApp templates; the current New Template builder creates a WhatsApp template for a selected business account.
A collection notice is a useful first example: “Hello {{1}}, your order {{2}} is ready for collection.” Keep it focused on one update, with clear instructions about what the customer should do next.
Prepare the account and wording
Your role needs template viewing access to browse the library and management access to create, edit or synchronize templates. Creating a WhatsApp template requires a connected WhatsApp business account. Sending it later also requires sending access and an eligible number belonging to the appropriate account.
Check the intended language, purpose and customer details before opening the builder. A template's local active status and its WhatsApp approval status are different: an active record can still be pending provider review and unavailable for sending.
Create a WhatsApp template
- Open Message Templates. Search existing templates and use the channel, account or status filters to avoid creating another version of wording your team already uses.
- Select New Template. Under Basics, enter Template name, select the correct WhatsApp account, then choose Category and Language. Give the template a name that explains its purpose, such as “Order ready for collection.”
- Write the Body. Use + Variable to insert numbered placeholders such as
{{1}}and{{2}}. Add realistic Sample values (for review) for each placeholder and inspect how they appear in Preview. Samples illustrate the wording, but saved sample values can become the sending values when an actual mapped field or explicit value is missing. Supply and verify every customer-specific value before sending. - Add an optional Header and Footer only when they improve the message. For a first template, a text-only body is easier to review and test. If you use a media header, check the sample media URL and the provider's response to that format.
- Use + Add button if the customer needs a clear next action. For a website or phone button, inspect the actual destination as well as the visible button text. The available advanced options still depend on provider acceptance and the connected account's capabilities.
- Read the complete Preview, then select Create & submit. This creates the template and queues its WhatsApp submission for review. It does not send the template to customers, and it is not a save-only draft action.
Check approval before use
Open the template's details and inspect WhatsApp Status. Use Sync Now to request an update when needed. A pending template is awaiting review; a rejected one may show a rejection reason that should guide your correction. Relevant content changes through Save changes can submit the template for review again.
If a template already exists at the provider, the library's Fetch from WhatsApp action can synchronize templates for the selected account. Check the resulting account, language and status before using an imported template.
Send a checked message
Open the intended conversation in the Inbox, select Use template and choose an eligible template for that account. Confirm every variable, the recipient and any required media before sending. Start with a message to a contact you control so you can inspect the received result.
For a contact-group send, follow the campaign guide. Campaign creation without a future schedule begins processing, so finish audience and personalization checks first.
If a template is missing from the picker, check its active status, channel, language filter, WhatsApp approval and account match. Approval for one business account does not make a template usable from every connected number. Template creation, approval and message delivery are separate stages; review the individual message result after sending.
Map each variable to a real customer value
For “Hello {{1}}, order {{2}} is ready at {{3}},” define the positions explicitly: customer name, order reference and collection location. Keep that mapping with the template's purpose so another teammate does not swap values that all look plausible in a preview.
Try a long customer name, a missing reference and a location containing punctuation. Check the message received on the test device as well as the builder preview. Do not use a live customer as a substitute for reviewing sample values.
A useful collection message also explains the next step: where to collect, what reference to bring, or how to ask for help. Keep changing customer details in variables and keep the reusable wording accurate for everyone receiving it.
When replacing an older template, identify the campaigns or flows that use it before changing their selection. Approval of the new version does not update every saved campaign automatically. Check the selected account, language and variable mapping again at the point of sending.