WhatsApp Message Templates (Meta):Setup & Usage in BoldDesk

WhatsApp message templates are pre‑approved, reusable messages for promotions, reminders, updates, and more. They support variables (placeholders) for personalization and must be approved by Meta before use. Once approved, you can use them to:

• Initiate conversations outside the 24‑hour customer care window.
• Automate Welcome/Away messages in BoldDesk.
• Save time by inserting templates with variables instead of typing each message.

WhatsApp templates submitted to Meta’s review can include:

• Personalization via placeholders (e.g., {{1}}, {{2}} for names, dates, order numbers).
• Rich headers (text/image/video/document), body, footer, and buttons.
• Categories that determine purpose and compliance rules:
  • Utility: Transactional or service updates (e.g., order/shipping, appointments).
  • Marketing: Promotions, product launches, offers.

Why approval? To ensure compliance with WhatsApp’s policies and deliver a consistent, trustworthy customer experience.

Benefits of Using WhatsApp Message Templates

• Initiate conversations beyond the 24‑hour window (business‑initiated messaging).
• Speed & consistency: Insert a template ID and values; no retyping or errors.
• Compliance: Templates are checked against policy before use.
• Scalability: Reuse across teams, languages, and campaigns.

Before You Begin (Prerequisites)

• You have access to Meta Business and the WhatsApp Manager for your number.
• Your Business verification and phone number setup are complete.
• You know the purpose and category (Utility, Marketing).
• You have draft content and understand which variables you’ll personalize.

Create a WhatsApp Template (Meta Business Manager)

The following are steps on how to create a WhatsApp template in Meta Business Manager:

1. Go to Meta Business Site and select your business.

2. Click the Settings icon.

   

3. Go to Accounts → WhatsApp Accounts and select a WhatsApp account.

   

4. Click WhatsApp Manager (under Summary).

5. Click Manage Templates to view existing templates.

   

6. Click Create Template.

7. Choose a category and click Next:

   • Utility, Marketing, or Authentication

     

8. Provide a unique Template name and select the Language.

   

9. Configure template Components:

   • Header (optional)
     • Text (supports variables), Image, Video, Document, or None
   • Body
     • Write the main content; supports bold, italics, strikethrough, monospace, emojis, and variables/placeholders (e.g., {{1}}).
   • Footer (optional)
     • Short closing note or disclaimer.
   • Buttons (optional)
     • Call to action (CTA): deep links or call phone; prompts users to act.
     • Quick reply: predefined response chips users can tap.

10. Click Submit for Review.
    Your template appears on the Message Templates page with a status. Once Approved, it becomes available for use.

Messaging Limits for Business‑Initiated Conversations

• A business‑initiated conversation starts when you send a template (Marketing/Utility/Authentication) WhatsApp user.
• New numbers typically start with an initial limit (e.g., 250 business‑initiated conversations per rolling 24‑hour period) and scale up automatically based on quality and volume over time.
• Limits and policies are subject to change by Meta; always check your WhatsApp Manager for the latest status.

Using Templates in BoldDesk

You can use templates in three ways:

1) Automate Welcome & Away (Offline) Messages

Use WhatsApp templates to send automatic greetings or offline responses based on business hours and agent availability.

1. Go to Admin → Chat.

2. Under Omnichannel, open your WhatsApp integration (Meta or Gupshup).

   • New account: Click Add Account.

   • Existing account: Click the kebab (⋮) next to the account → Edit.

     

3. In the account settings:

   • Welcome Message (WhatsApp): Under Chat Configuration (Meta & Gupshup WhatsApp) or Message Configuration (other channels), toggle Welcome Message On, then click Use template.

   • Away/Offline Message (WhatsApp): Toggle Offline Message On, then click Use template.

     

4. From Template, choose the WhatsApp template for Welcome (or Away), then click Insert.

   

5. (Optional) Fill default values for variables/placeholders. You can Edit or Remove the inserted template. Click Save to activate.

   

2) Send Within the 24‑Hour Customer Care Window

1. In Chat, open the WhatsApp conversation and click WhatsApp template in the message box.

   

2. Select a template from the popup. (All approved templates are listed in the new window popup)

   

3. Enter placeholder values (if any) and click Send.

   

3) Send After the 24‑Hour Window

1. In Chat, open the expired WhatsApp conversation and click WhatsApp template.

   

2. Pick an Approved template from the popup.

   

3. Fill placeholders and click Send to re‑initiate the conversation.

   

Frequently Asked Questions (FAQs)

1. My WhatsApp template was rejected during Meta review—why, and how do I fix it?

A: Common causes and quick fixes:

• Category/content mismatch – e.g., promotional text submitted under Utility.
  Fix: Recreate the template under Marketing (or rewrite the copy to be purely transactional for Utility).
• Vague or hard‑sell copy – lacks value or reads like spam.
  Fix: Be specific about the benefit (order status, delivery time, etc.) and avoid hype.
• Missing opt‑out (Marketing, some regions) – required where local rules apply.
  Fix: Add a short opt‑out line (e.g., “Reply STOP to opt out.”) if your region requires it.
• Broken URLs or irrelevant media – links don’t work; header image/video doesn’t match the message.
  Fix: Verify links/media and ensure they directly support the message.
• Too many variables/placeholders – difficult for reviewers to understand the final message.
  Fix: Reduce placeholders and provide realistic sample values when submitting.

Tip: In WhatsApp Manager, open the rejected template to view (if provided) the rejection reason; adjust and resubmit.

2. How many buttons can I add to a WhatsApp message template, and what kinds are allowed?

A: WhatsApp supports two button types for templates:

• Call‑to‑Action (CTA) buttons (e.g., Visit website, Call): up to 2 CTAs (commonly one URL + one phone).
• Quick reply buttons (predefined responses): up to 3.

You can’t mix CTA and quick replies in the same template. Keep labels short, action‑oriented, and unambiguous.

3. How do I increase my WhatsApp messaging limits (business‑initiated tiers)?

A: Limits scale automatically when Meta sees healthy usage. To qualify:

• Maintain quality – low blocks/spam reports, relevant content, correct categories.
• Send consistently – engage real, opted‑in users; avoid sudden spikes to cold numbers.
• Verify – ensure your Business and phone number are verified and your display name is approved.
• Monitor – watch your quality rating and fix issues (bad links, wrong categories, opt‑out missing) fast.

If quality drops (e.g., many blocks), limits can stall or decrease; fix causes before scaling again.