What Is a WhatsApp Template Message?
A WhatsApp template message (also known as a Highly Structured Message or HSM) is a pre-approved message format required for sending messages outside the standard 24-hour customer support window. These templates are essential for notifications, reminders, promotions, and re-engaging users.
With Zoe Agent, you can:
- Create your own custom templates.
- Submit them for official approval from Meta.
- Integrate approved templates directly into your chatbot flows.
🛠 Step-by-Step Guide to Using WhatsApp Templates
1. Create a New Template
- Navigate to Messenger Settings → WhatsApp → Message Template.
- Click on Create.
- Provide the following details:
- Template Name: (e.g.,
wa_test_template). - Category: Choose from Marketing, Utility, or Authentication (OTP).
- Components: Build your message using a Header, Body, and Footer.
- Buttons (Optional): Add Call-to-Action (URL/Phone) or Quick Reply buttons.
- Variables: Use placeholders like
{{1}}or{{2}}for dynamic content like names or dates.
- Template Name: (e.g.,
2. Submit for Approval
- Once saved, Zoe Agent sends the template to Meta for review.
- Approval typically takes a few minutes to a few hours.
- Monitor the status as it moves from Pending to Approved.
3. Use the Template in a Bot Flow
- Open the Visual Flow Builder.
- Choose Compose Next Message and select Template Message.
- Pick your approved template from the dropdown list and click Save.
4. Test the Flow
- Type your trigger keyword in WhatsApp (e.g., “test”).
- Verify that the template sends correctly and that dynamic variables are rendering as expected.
✅ Troubleshooting: If the message doesn’t send, ensure the contact has opted in, the template is fully approved, and all variables are correctly formatted.
💼 Use Cases
- 🔔 Reminders: Notify users of upcoming appointments or events.
- 🧾 Confirmations: Send instant payment or order invoices.
- 🛍️ Promotions: Share limited-time discounts and campaign offers.
- 🆘 Alerts: Deliver security notifications or OTP codes.
FAQ
Can I edit a template after it is approved?
No. Once approved, templates are locked. To make changes, you must create and submit a new version.
Can I send a template message at any time?
Yes. Unlike standard messages, templates can be sent even after the 24-hour window has closed.
Is approval required for every language?
Yes. You must create and submit a separate template for every language you intend to use.
