Templates are pre-approved messages that can be sent to customers outside the 24-hour customer service window. A template can include text with variables, media attachments, and buttons, making customer interactions smoother and more engaging.

Once created, WhatsApp manually reviews all templates before approving them.

To do this:

1. Go to WhatsApp.

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2. Click on Templates.

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3. Click the New Template button.

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4. Enter Template Details:

- Template ID: Give your template a clear, descriptive name (e.g., appointment_update005) so reviewers understand its purpose.

• Allowed: lowercase letters, numbers, underscores‍
• Not Allowed: spaces or special characters

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- Category: Choose the right category from the dropdown:

• Utility:  transactional messages like order confirmations or subscription updates.‍
• Marketing: promotional messages like offers, invitations, or welcome notes.

Refer to our article on Guidelines for Utility and Marketing Templates to understand better.

Click the dropdown and select the category that matches the type of template you are creating. In our case, we will select Utility.

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-  Language: Click on the dropdown to see the list of supported languages. Simply select the language you want to use for your template. In our case, we will select English (US).

Note - Make sure your template text matches the selected language.

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5. Add Media (Optional): You can attach media such as an Image, Document, or Video.

• Select a media type. In our case, we will go with Image.‍
• Add a sample file on the next page before submitting.

Refer to our article: Aspect Ratio for Images Template.

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6. Type the details in the Body Text:

• Type your content/message in the field.
• Add variables ({{1}}, {{2}}) to personalize content.‍

Pro Tip: Hover over the variable button to insert a variable quickly.

Use formatting like Bold, Italic, Strikethrough, Monospace. Refer to our article how to add formatting in text.

Example with Variables: Hello {{1}}, your appointment with {{2}} is confirmed for {{3}}. Team, ACME Corp

When sent, the variables are replaced with real values: Hello Sam, your appointment with ACME Corp Dubai is confirmed for 4:00 PM

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7. Add Footer (Optional): Include additional context or a disclaimer in the footer.

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8. Add Buttons (Optional): Enhance your template with buttons:

CTA Buttons

• Phone Number - lets users call directly. Refer to our article on How to Create a Template with a Button - Phone number.
• Static Link - redirects to a fixed (to the template) webpage. Refer to our article on How to Create a Template with a Button - Static link.
• Dynamic Link - redirects to a personalized link (link can be changed each time you use this template). Refer to our article on How to Create a Template with a Button - Dynamic link.

Note: In a single template message, you can add up to 2 CTA buttons, 1 for a phone number and 1 for a website link.

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Quick replies

In a template, you can also add Quick Reply buttons. When a customer clicks one, it automatically sends a predefined response.

Note: You can include up to 3 Quick Reply buttons in a single template. Refer to our article on How to Create a Template with a Quick Reply Button.

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9. Click Next Step.

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10. Fill in sample values for all variables and sample media.

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11. Click Send for Review.

‍Note: Whatsapp usually takes upto 24-48 hours to review and approve the template. Keep an eye on template reviews on the dashboard. Refer to our article on How long it will Take to Approve the Template.

In case your templates are being rejected repeatedly or is stuck in the pending status, please contact us at contact@zoko.io or wa.me/917306017571 and we will be happy to assist you. You can refer to our article on How to Check Reasons for Rejections.

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Keywords: WhatsApp template, New template, CTA button, Media template, Message template, Personalized messages.

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