🔑 Permissions
Admins have the permission to manage templates enabled by default. It can also be enabled for non-admin users if needed or globally enabled for everyone in the company. Contact support to make changes.
Creating templates
There are 2 ways to create a new template:
From Settings -> Templates -> WhatsApp -> New Template
From the Smart Inbox > click on any conversation > select WhatsApp channel > open the templates modal
Template variables
Templates can include variables like the contact’s or the consultant’s first name.
The name of a template must always be lowercase, alphabetical characters only, with each word separated by an underscore
_.
❗️Note
Due to Meta’s rules, a template cannot end with a variable so ending with “Best, {{consultant name}}” will not work.
We recommend “Best, {{consultant name}} from Company” or similar.
Template approval
Templates must be approved by Meta before they can be used.
The process usually takes a few minutes, but sometimes can take up to 24 hours. We have no control over the approval process, but if it takes more than 24 hours contact us.
Editing templates
Go to Settings > Templates > WhatsApp
Click on the pencil icon action button on the right of the template you want to edit
Make the desired changes and click Save
ℹ️ Limitations
Meta limits template updates to one every 24 hours per template, and at most 10 updates within a period of 30 days.