CRUD Template Support for Meta WhatsApp in BoldDesk is a feature that streamlines how teams manage WhatsApp message templates directly within the BoldDesk platform. With this enhancement, users can Create, Read, Update, and Delete WhatsApp templates without switching systems, ensuring faster communication setup, improved template governance, and seamless integration with Meta’s WhatsApp Business messaging. The guide explains how to configure, manage, and use these templates to deliver consistent, automated, and compliant customer interactions.

Access & Navigation

1. In BoldDesk, go to Admin > Chat > Whatsapp
2. On the Meta Cloud API, click on View Detail.
   
   
   
   
   
3. Click on the manage template icon for the WhatsApp Account whose template you wish to manage.
   
   
   
   
   

What You Can Do on the Manage Template Page

The Manage Template page supports these operations:

• Add a new WhatsApp message template and submit it for Meta review.
• Sync templates to refresh template lists and statuses from Meta.
• Filter templates by language, category, or status.
• Edit eligible templates and resubmit them for Meta review.
• Delete templates (with a Meta-enforced name reuse restriction).

Managing Meta WhatsApp Template in BoldDesk

Managing Meta WhatsApp Templates involves Adding a New Template, Syncing Templates from Meta, Filtering, Editing, and Deleting Templates.

Adding WhatsApp Template in BoldDesk

1. Navigate Admin > Chat > Whatsapp > Meta Cloud API > View Detail.
2. From the manage template page, click on add template.
   
   
   
   
   
3. From the add template page, provide the following;
   • Template Name: Use lowercase alphanumeric characters and underscores. Maximum 512 characters allowed.
   • Language: The primary language of the template.
   • Template Category: Select the relevant template category from either Marketing or Utility.
   • Template Type: Select the relevant template type from either default or catalog.
     
     
     
     
     
4. Click on next.
5. From this page, provide the following information.
   • Parameter Type: Select either number or name.
   • Header (Optional): Use text for short greetings or media for visual impact.
   • Header Type: You may select Text, Image, Video, or Document. Only Text permits adding a header type as a message, and a maximum of one parameter is supported to be added as a variable. You can add a maximum of 60 characters for the message when text header type is selected. For Image, Video, or Document, you can upload header types corresponding exclusively to image, video, or document, respectively.
   • Body:
     • Required main message content
     • Maximum length: 1024 characters
   • Quick Reply Button (Optional): Provide users with instant, predefined response option for faster interaction. To add, click on Add Quick Reply Action. You can delete a quick reply button by clicking on the delete icon.
     
     
     
     
     
   • Call to Action Buttons (Optional):
     • Supported CTA types: Call Phone Number, Visit Website, Copy Promo Code
     • Limits per template in BoldDesk:
       • Maximum 2 website buttons
       • Maximum 1 phone number button
       • Maximum 1 promo code button.
     • CTA buttons can be rearranged by drag and drop
     • Delete by clicking on delete icon
       
       
       
       
       
   • Footer (Optional): Add a short note or disclaimer. This appears at the bottom of your message.

6. Click on Submit for Meta Review.
   
   
   
   
   
7. After submitting the template for review, the status of the template will be pending until it is approved by Meta.

Syncing Templates

Syncing templates refers to the process of keeping BoldDesk updated with the latest versions of the templates that exist in Meta. You can also use this feature to refresh the status of newly added templates. To sync templates, click on the sync button under the manage template option.

Filtering Templates

Filtering templates allows users to only see the WhatsApp Message Templates that are valid and usable in a given context.

• Once you navigate to the manage template page, click on the filter icon.
  
  
  
  
  
• You can filter based on either language, category, or status. Click on apply to filter your request.
  
  
  
  
  
• You can reset the filter by clicking on the reset icon.
  
  
  
  
  

Editing Templates

• To edit a Meta WhatsApp template from BoldDesk, navigate to Manage Template and click on the edit icon for the template you want to edit.
  
  
  
  
  
• Once you are done editing, submit again for Meta review.

Deleting Templates

• To delete a Meta WhatsApp template from BoldDesk, navigate to Manage Template and click on the delete icon for the template you want to delete.
  
  
  
  
  
• Confirm to delete the template by clicking on Yes Delete.
  
  
  
  
  

Troubleshooting and Edge Cases

Template rejected by Meta

• Verify template category alignment (Marketing vs Utility).
• Confirm the language selection is correct.
• Review content for policy compliance.
• If near character limits, shorten the header/body, remove disallowed content, and resubmit.

Variables not rendering

• Ensure variables are used only in:
  • Body, or
  • Text Header
• Ensure variable names/numbers match the fields used in the sending payload.

Approved template cannot be edited

• If edited recently, wait for the 24-hour cooldown.
• If the template reached the 10 edits per 30 days limit, wait until the limit resets.

Cannot reuse a deleted template name

Choose a new name (for example, append a suffix like _v2), or wait 30 days.

Frequently Asked Questions

1. When does a new template become usable?
   After the template is submitted in BoldDesk and approved by Meta. Until then, the template status remains pending.

2. Where can variables be added?
   Variables can be added only in the Body or in the Text Header.

3. Why can’t the Header variable be added for Image/Video/Document headers?
   BoldDesk supports variables only in the Text Header message. Media headers require uploading the corresponding file type.

4. Which templates can be edited in BoldDesk?
   Only templates with status approved or rejected can be edited, and edited templates must be resubmitted for Meta review.

5. What are the edit rate limits for approved templates?
   An approved template can be edited once every 24 hours, and no more than 10 times in 30 days.

6. What are the CTA button limits per template?
   Per template configured in BoldDesk: up to 2 website buttons, 1 phone number button, and 1 promo code button.

7. What happens after deleting a template?
   The template is removed, and the same template name cannot be used to create a new template for 30 days.

8. What does Sync do?
   Sync refreshes the template list and statuses in BoldDesk based on what exists in Meta, including updates to newly submitted templates.
   Use the Preview panel with sample payloads (or a test ticket) to render the template across locales and verify variable substitution.

Related Articles

1. WhatsApp Message Templates (Meta): Setup & Usage in BoldDesk
2. How to Use WhatsApp Placeholder Templates in the Mobile App