Desk360 Docs
Search…
WhatsApp Message Templates
A WhatsApp message template is a message format that lets you deliver multiple notifications to customers who have agreed to receive them via WhatsApp. WhatsApp must first authorize message templates before they can be used. WhatsApp teams review and approve each generated message template within 48 hours or less, ensuring that the messages are of high quality and reducing the number of spam messages sent to clients. You can use this message template to send notifications to your clients once WhatsApp approves it.
You can use double curly braces ({{...}}) to add dynamic content to message templates that will differ from one user to the next. E.g;
For two-step verification, you can use the one-time code {{1}}.
This is an example of a message that may be sent using this template:
For two-step verification, you can use the one-time code 12345.
Consider your message template as a WhatsApp message that initiates a conversation. The goal here is to get the consumer to respond to the first message you send, initiating a two-way dialogue. Because you can only fully provide support to your customers if you engage in a two-way chat. The cost of message templates varies based on the country code of the phone number to which the message is sent. For additional information on prices, please click here.

Message Types

There are two types of WhatsApp conversations:
User-initiated conversations: Conversations that begin with your answer to a customer message are known as customer-initiated conversations. You have 24 hours to respond to these chats, and you can restart them by activating conversations that have been archived.
Business-initiated conversations: Conversations started by sending a message template to your customers are known as business-initiated conversations. After getting the relevant permissions, a user can receive updates on ticket information, updates, payments, and other information via these messages. You can send templates like this and start a business WhatsApp chat. Note that these messages must be approved by WhatsApp.
Message Template Categories
Your message templates must fall into one of the following categories. It is unavoidable that templates that do not fit into one of these categories will be rejected by WhatsApp during the review process.
Reservation Update: You can send messages to your clients about their reservations, such as confirmation and reminders. For instance:
Hello {{1}}, thank you for booking the Tapas Bar for {{2}} tonight. Due to the busy weekend, it is suggested that you arrive 15 minutes before your reservation time. Could you please confirm your reservation?
Issue Resolution: Use this category to reply to inquiries, complaints, or feedback regarding your company. For instance,
Hello {{1}}, you may be having trouble logging in and out of accounts. This is due to a system-wide malfunction that we’re experiencing right now. We'd like to let you know that our team is working to fix the issue, and we'll let you know as soon as it's ready to go. Thank you for your understanding.
Alert Update: You can use this category to notify your clients about crucial updates. For example:
We have received your shipment with the delivery number {{1}}. The delivery time is estimated to be between 1-3 business days. We will update you with a WhatsApp message so you can track your cargo in detail. Feel free to contact us at any time.
Shipping Update: You can send delivery notifications to your clients regarding their orders. For instance:
Your item with tracking number {{1}} is now ready for delivery. You can get your order delivered using the {{2}} delivery code. Please do not provide this code to anyone other than our courier.
Auto-Reply: You can use this category to tell your consumers when your business is closed or on holiday. For example:
Hi! Thank you for getting in touch with us. We are currently closed for business but will respond within 24 hours. In the meantime, please see our Frequently Asked Questions page.
Transportation Update: You can notify your passengers of any changes or reminders to their transportation reservations.
The ferry number {{1}} that will depart for the destination number {{2}} will begin taking passengers soon. Please proceed to the front door.
Appointment Update: You can send messages to your customers about their appointments, such as confirmation and reminders.
Hello {{1}}, we would like to remind you of your appointment for {{2}} tomorrow.
Account Update: By choosing this option, you can notify your customers about changes and updates to their accounts.
Dear Sir or Madam, We recently noticed that you have made some changes to your account. We'd like to point out that the changes have been saved successfully.
Ticket Update: Use this category to notify your clients about support requests they've submitted to you.
Hello, {{1}}! Thank you for contacting our customer service team! Our support team has processed your request and will get back to you as soon as possible.
Personal Finance Update: Using this category, you can send balance notifications to your customers.
Hello {{1}}, the limit of your card ending with {{2}} has been updated to $ {{3}}.
Payment Update: You can notify your customers about their payments.
Dear Customer, Your $ {{1}} payment has been successfully received. Your order is being processed and it will be shipped as soon as possible.
One-Time Password: You can send a one-time password to your clients, allowing them to safely access their accounts.
Use the one-time code {{1}} to log in to the system.

Create a message template and send it for review

If a company wants to contact its customers after the 24-hour period has passed, your team needs to create a template for the message via the Desk360 panel.
Navigate to Settings > WhatsApp Message Templates > Create Message Template to create a message template. Make sure to fill out all of the fields on the page.
Product Selection: Select the product into which you have integrated your message template in Desk360. Please keep in mind that only the products with WhatsApp integration will be displayed in the product list.
Template Name: Give your message template a name. Keep in mind that this field only accepts English characters, digits, and the underscore symbol. Choose a name that will make it easier for WhatsApp teams to understand why your message is being sent. For example, instead of "template_1," you may call your message template "shipping_track."
Message Language: Select the language of the message template. You can delete selected languages or add a new language later.
Category: Specify the type of message template you want to create.
After filling out these four fields, click the Continue button to proceed to the screen where you will create your message.
You can add a new language for your message template or edit your message in the existing language from the left-hand side of the page. The area in the center of the screen is where you compose your message. You can follow the preview of the template you created on the right before sending it for approval.
Header, Footer, and Buttons are optional fields that must be filled out, as displayed on the screen. Your main message, which you add to the Text, is the only required field for a message template.
Header: You can add a title to your message using the Text option, and you can add an image, video, or document using the Media option. Remember that you must upload a sample file for each media type you use to help WhatsApp teams evaluate what type of media you want to deliver to your customers and to avoid any spam messages. In this area, you need to utilize entirely fictitious media to provide an example that does not contain any genuine customer data. After your template has been approved, you can include your original media in the messages you send to your customers.
Text: Enter the actual message you wish to deliver to your customers.
Footer: You can include any additional info you choose in this section.
Buttons: In this section, you can design buttons that will allow your consumers to respond or take action with a single click. You can include two kinds of buttons in your messages. Customers can respond to you with a single click if you use the rapid reply buttons. This type of button can have up to three iterations. Or, you can allow your customers to take action by using call to action buttons. You can add up to two of these buttons and only use them to direct customers to your website or to urge them to call you.
After filling out all of these areas to your liking, click the Send button in the lower right corner of the screen to send your message template to WhatsApp for approval. WhatsApp must approve these messages before they could be sent to your users.

Message template approval criteria

Your template wording should be clear, so customers should be able to understand why they are receiving notifications from you. You can create message templates to remind your clients that they have granted your company the necessary permissions to receive WhatsApp messages. For example:
Dear {{1}}, Your order #{{2}} is being delivered by {{3}} and will be delivered to your address shortly. Your items will be delivered to your address at about 4 p.m. Thank you for shopping with us, and we wish you a happy day.

Things to consider

  • Message templates can contain an unlimited number of variables, as long as they do not exceed the character limit for each field.
  • Each WhatsApp Business Account can have a maximum of 250 message templates.
  • For the Header and Footer, the text limit is 60 characters maximum.
  • For the body text, up to 1024 characters is allowed.
  • Once the message templates have been created, they are sent to WhatsApp for approval, which can take up to 48 hours. In case of any delays, please contact us at [email protected].

Important tips and suggestions

  • Templates must be worded in the chosen language. For example, if the template language is Turkish, all text must be entered in Turkish, and sentences cannot contain words in another language.
  • Grammar and punctuation marks should be checked in templates. Templates with grammatical or spelling issues will not be approved.
  • Variable names should be as specific as possible. For example, template variables entered as {{name_surname}} rather than {{1}} are far more likely to be approved since they provide information about what will be sent in the message.
  • When adding variables, they must be enclosed in double curly brackets as {{1}}. WhatsApp will not accept single curly brackets entered as {1}.
  • Variables must be added in a way that does not affect the message context negatively.
  • If 24 hours have passed since the customer's last message and if you want to respond to this message using a template, it is recommended that the template be prepared in such a way that it relates to the customer's most recent message. For example, "We were unable to respond to your message yesterday since it was out of business hours. If your issue persists, you can respond to the message with 'Continue' to continue the conversation."

Examples of approved message templates

Your package with the tracking number {{1}} is now out for delivery. You can receive your order using the delivery code {{2}}. Please do not share your code with anyone other than our delivery driver.
Hello {{1}}, you may be having trouble logging in and out of accounts. This is due to a system-wide malfunction that we’re experiencing right now. We'd like to let you know that our team is working to fix the issue, and we'll let you know as soon as it's ready to go. Thank you for your understanding.
Your account password has been changed successfully.
Dear customer, your payment has been unsuccessful due to insufficient funds in your account. Please check your balance and try again.

Examples of rejected message templates

Important reminder: {{1}}
Hello {{1}}, how can we help you?
Hello {{1}}, My name is {{2}} and I'm contacting you from company {{3}}. I see you're interested in using our services; would you like more information?
Stay tuned for {{1}}!