WhatsApp message templates

1. 1

   When you need a template

   For 24 hours after a customer’s last message, you and the AI can reply freely.

   After that, WhatsApp only allows approved templates: fixed messages with blanks like {{1}} for the name or order number. Once the customer answers, the chat is open again for 24 hours.

2. 2

   Pick the right category

   Utility: updates about something the customer asked for (order shipped, appointment reminder, payment link).

   Marketing: offers, new arrivals, back in stock.

   Authentication: login codes. Not needed for most shops.

   Meta bills each template message to your business; the category sets the price. Choosing the wrong category is the most common reason for rejection.

3. 3

   Create a template in WhatsApp Manager

   Open WhatsApp Manager → Message templates → Manage templates and click Create Template.

   1. Set up template: pick the category tab (Marketing, Utility or Authentication) and the type, then Next.

   2. Edit template: give it a name in lowercase with underscores (e.g. order_shipped), the language, and the body. Use {{1}}, {{2}} for the parts that change and add a sample for each. Header, footer and buttons are optional.

   3. Submit for Review.

   Manage templatesCreate Template

   Set up → Edit → Submit for ReviewMarketing · Utility · Authentication

   Do not start or end the message with a {{variable}}, and do not put promotions in a Utility template: Meta will reject it.

   Open Message templates
4. 4

   Wait for approval

   Most templates are reviewed in minutes; some take up to 24 hours. The status shows in WhatsApp Manager: In review, Active (approved) or Rejected (with the reason).

   Only approved templates appear in ReplySathi.

5. 5

   Send it from ReplySathi

   Open the chat in the Inbox. When the 24-hour window has closed, click Choose a template, fill in the blanks, and send.

   Templates come from the WhatsApp Business Account of the number that chat belongs to.

6. 6

   Ready-to-copy examples

   order_shipped (Utility): Hi {{1}}, your order {{2}} has been shipped. Track it here: {{3}}

   payment_link (Utility): Hi {{1}}, here is the payment link for your order {{2}} of ₹{{3}}: {{4}}. Reply here if you need any help.

   appointment_reminder (Utility): Hi {{1}}, this is a reminder of your {{2}} appointment on {{3}} at {{4}}. Reply YES to confirm or NO to reschedule.

   demo_class_reminder (Utility): Hello {{1}}, your free demo class for {{2}} is on {{3}} at {{4}}. Reply here if you need directions.

   back_in_stock (Marketing): Hi {{1}}, good news: {{2}} is back in stock in your size. Reply BUY to order or STOP to stop these messages.

   Keep templates short and specific to one purpose. Add a sample value for every {{number}} when you submit.

The callback URL and verify token are shown, with Copy buttons, in your dashboard under Channels → Webhooks and in the guide there. Stuck? Contact us or raise a request from Support in your dashboard.