Use WhatsApp templates and the 24 hour rule

A WhatsApp template is a message written ahead of time and approved before anyone can send it. You need one whenever WhatsApp won't let you write freely to a customer.

This feature needs the Contact Center Pro plan. See plans and pricing

This feature needs the Communicator apps add-on on your account. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

The Meta integration features described on this page require an active, permitted connection to Meta. Availability depends on that system's supported APIs and permissions.

When you need a template

WhatsApp sets these rules, and the agent desktop follows them:

• WhatsApp's rules allow an approved template at any time, including to open a new conversation.
• Once 24 hours pass with no message from the customer, WhatsApp's rules allow only templates in that conversation. When the customer writes back, you can reply normally again.
• WhatsApp accepts only approved templates.

Send a template

1. 1
   Step 1:

   Open the conversation

   Open the WhatsApp conversation, or start a new one.
2. 2
   Step 2:

   Open the template picker

   Select the template icon in the area where you type.
3. 3
   Step 3:

   Choose a template

   Pick the one that fits.
4. 4
   Step 4:

   Fill in the blanks

   Type a value for each placeholder, such as an order number.
5. 5
   Step 5:

   Check and send

   Look over the preview, then select Send.

Find a template

Open the templates section, then pick your company's WhatsApp number from the list. You can search on a template's title, its message text or its language. Each template shows its title, message, language and status, such as approved, pending or rejected. Anyone can preview a template.

Create a template (supervisors)

Only supervisors can create and delete templates.

1. 1
   Step 1:

   Start a new one

   In the templates section, select New Template.
2. 2
   Step 2:

   Give it a title

   Stick to lowercase letters, digits and underscores, with no spaces, up to the length the form allows.
3. 3
   Step 3:

   Pick the language

   Choose the language the message is written in.
4. 4
   Step 4:

   Write the message

   Keep it to the length the form allows. Emojis are fine. For parts that change each time, add numbered placeholders, {{1}}, {{2}} and so on, starting at 1 with no gaps.
5. 5
   Step 5:

   Preview it

   Enter a sample value for every placeholder and check how it reads.
6. 6
   Step 6:

   Submit it

   Select Save to send it for approval. It shows as pending until a decision comes back.

A template you're still writing saves itself as a draft. The draft clears when you submit, cancel or sign out.

Delete a template

Supervisors can delete a template from its actions. Deleting removes it for everyone, and it can't be restored.