WhatsApp message templates are pre-approved message formats that allow businesses to send specific types of messages outside of the standard 24-hour messaging window. They're essential for initiating conversations with customers and for sending service updates, appointment reminders, and other important notifications.
1. Understanding WhatsApp templates
WhatsApp templates have several important characteristics:
- Pre-approval required: All templates must be submitted to and approved by WhatsApp before use
- 24-hour window bypass: Templates can be sent at any time, even outside the standard 24-hour customer service window
- Structured format: Templates follow a specific structure with header, body, and footer sections
- Variable support: Templates can include variables that you can customize for each recipient
- Media support: Templates can include images, videos, or documents
Templates are particularly useful for:
- Starting new conversations with customers
- Re-engaging customers after the 24-hour window has closed
- Sending important notifications and updates
- Delivering appointment reminders or confirmations
2. Creating templates in Meta
Templates must be created and managed in your Meta Business Manager account:
- Log in to your Meta Business Manager
- Navigate to the WhatsApp Business Account you've connected to Missive
- Go to WhatsApp Manager > Message Templates
- Click Create Template
- Follow the template creation wizard:
- Choose a category that best describes your template's purpose
- Select a language
- Add content to your template (header, body, footer)
- Add variables using the
{{1}},{{2}}format or named variables like{{customer_name}} - Preview your template
- Submit for approval
Template approval tips:
- Keep templates professional and clear
- Avoid promotional language in transactional templates
- Don't include multiple consecutive empty lines
- Don't include more than 4 consecutive spaces
- Follow WhatsApp's template guidelines
Once approved, your templates will automatically sync with Missive and be available for use.
3. Using templates in Missive
To send a template message in Missive:
For new conversations:
- Click the new message button and select New WhatsApp Message
- Enter the recipient's phone number
- Click the template icon in the composer toolbar
- Select your template from the list
For existing conversations (outside 24-hour window):
- Open the conversation
- Click the template icon in the composer toolbar
- Select your template from the list
Fill in template variables:
- If your template contains variables, you'll be prompted to fill them in
- Enter the appropriate values for each variable
- Preview how your message will appear to the recipient
Send the template:
- Review your template with the filled-in variables
- Click Send Template
4. Template variables
WhatsApp templates can include variables that allow you to personalize messages for each recipient. In Missive, you can use the following variables that will be automatically filled when available:
- {{recipient.name}}: The contact's full name
- {{recipient.email}}: The contact's email address
- {{recipient.phone}}: The contact's phone number
- {{user.name}}: Your full name (first + last)
- {{user.email}}: Your email address
For other variables in your templates, you'll need to manually enter values when sending the template.
Template best practices: - Keep templates concise and to the point - Use variables to personalize messages - Test templates before using them with customers - Create different templates for different scenarios - Monitor template performance and adjust as needed
