Message Templates
Pre-approved messages required when messaging outside the 24-hour service window.
Template Types
Standard Templates
Header (text/image/video/doc), body (max 1024 chars), footer (max 60 chars), up to 10 buttons.
Carousel Templates
2–10 swipeable cards. Each card: IMAGE/VIDEO header, body (max 160 chars), buttons. MARKETING category only.
Categories & Statuses
UTILITY, Transactional: confirmations, shipping updates.
MARKETING, Promotional: offers, announcements. Required for carousels.
AUTHENTICATION, OTP and verification messages.
Creating Templates
- Go to Business Settings → Templates → Create Template.
- Set name (lowercase, letters/numbers/underscores), category, language.
- Add header, body with
{{1}}variables, footer, buttons. - Preview and submit to Meta for approval (usually minutes to hours).
Plan limits (template messages sent per billing cycle): FREE=100, BASIC=1,000, PRO=10,000, ENTERPRISE=Unlimited. Messages sent above the limit cost $0.002 each.
Template Variables
Numbered: {{1}}, {{2}}, {{3}}, WhatsApp standard format.
Named (auto-resolved):
{{customer_name}}{{order_number}}{{product_name}}{{items_list}}{{amount}}{{total_amount}}{{currency}}{{phone}}{{address}}{{city}}{{tracking_number}}{{carrier}}{{delivery_man_name}}{{delivery_man_phone}}{{business_name}}{{date}}{{time}}Automated Template Tabs
Two tabs under Business Settings → Templates let you pick which approved template the Agent sends automatically, and map each of its variables to order data.
Confirmation, sent when a new order arrives from a connected store, to confirm it.
Abandoned Cart, sent when a shopper starts a checkout but never finishes it.
If you don't pick a template, a built-in one in your Agent's language is used instead. Both send as real WhatsApp templates, so they count toward your plan's template limit.
Button Types
QUICK_REPLY, Simple reply button (25 chars max).
URL, Opens a URL, supports dynamic variables.
PHONE_NUMBER, Dials a phone (E.164 format). Not in carousels.
COPY_CODE, Copies coupon/promo code. Not in carousels.
Still need help?
Our team replies within one business day. Tell us what you're stuck on and we'll guide you through it.