Message template
Updated
Quick answer: A WhatsApp message template is a pre-written message that Meta approves before you can send it. Templates are required to message a customer first or after the 24-hour customer service window has closed. Each template has a category — marketing, utility or authentication — can include variables such as the customer's name, and can add buttons, images, videos or documents.
A pre-approved message format required to start WhatsApp conversations.
Templates were previously called HSMs (highly structured messages). Approval usually takes minutes, and Meta can pause templates that receive a lot of negative feedback.
Template categories
- Marketing — offers, announcements, re-engagement
- Utility — updates about an order, booking or account
- Authentication — one-time passwords