A template is a message with fixed wording that Meta reviews and approves in advance. You use it to reach a customer after the 24-hour window has closed, to start a conversation with a customer who hasn't written to you yet, and to send campaigns. This guide covers where templates are created, how to bring them into Whapiz and how to send one.
Create the template at Meta
Templates are created and submitted for approval in WhatsApp Manager, in your business account at Meta, not inside Whapiz. For each template you set a name, a category (Marketing, Utility or Authentication), a language and the wording. Where the text changes from customer to customer, such as a name or an order number, you write variables: {{1}}, {{2}} and so on. Meta reviews every template, and only an approved template can be sent.
Sync to Whapiz
- An admin goes to Settings and chooses the Templates tab.
- Click Sync from Meta. You can also sync a single number with the Sync button next to its name.
- At the top of the page you see how many templates are Approved, Pending and Rejected. Each template shows its name, status (APPROVED, PENDING or REJECTED), language, category and wording.
- After Meta approves a new template, sync again so it shows up in Whapiz. The system also syncs by itself once a day.
Your number isn't listed on the page, or the sync button isn't available? Email us at support@whapiz.com and we will complete the connection details so your templates can sync.
Send a template from a conversation
- Open the customer's conversation in Tickets. If the conversation is closed, click Reopen first.
- Click the document icon above the message box, WhatsApp Templates, and choose a template. Only approved, active templates are listed.
- Fill in the variables under Fill variables. The full text shows under Preview and updates as you type.
- Click Send Template. When it works you see Template sent successfully.
Every user can send a template from a conversation, including agents. Only the sync is reserved for admins.
Tips
- When you send from a conversation you can only fill variables in the message body, so text templates work best for chats. For a template with an image header, use a campaign, which has a field for the image link.
- Give templates clear names, such as order_ready or appointment_reminder, so agents find them quickly in the list.
- Prepare a few general templates that invite a reply, such as "We wanted to follow up on your enquiry. Is now a good time?", so agents can revive any conversation.
- Meta charges for templates at its own rates, directly to your business account.