Template Messages

What are template messages

Template messages are messages that you created and uploaded to Facebook for pre-approval. Template messages can be sent at any time, including after the 24-hour messaging window. Learn more about it here.

Template messages cannot be of marketing, PR, or spam nature. All template messages are subject to approval by Facebook before you can use them. The approval process takes around 24 hours for every message you submit.

Your business can have as many approved template messages as necessary. Best practice is to think ahead and prepare all the possible template messages your company will ever need.

Below are the categories of template messages you can create, with their intended use:

  • Account Update: Notify customers of changes to their accounts.

  • Alert Update: Send important updates or news.

  • Appointment Update: Send appointment confirmations or reminders.

  • Auto-Reply: Send auto-replies to customers when you are away.

  • Issue Resolution: Respond to customer inquiries or feedback.

  • Payment Update: Send a payment-related message.

  • Personal Finance Update: Send a message related to personal finances.

  • Reservation Update: Send reservation confirmations or reminders.

  • Shipping Update: Send shipping updates about an order.

  • Ticket Update: Send ticketing information.

  • Transportation Update: Send transportation updates.

Please keep in mind that template messages cannot have marketing or PR purpose.

How to create template messages

Template messages are created on your BSP’s Client’s Hub. Once your WhatsApp Business API integration is complete, you can always access your Client’s Hub via the link: https://hub.360dialog.com/.

There, just log into your account that you created during WhatsApp Business API registration. You will be directed to your WABA hub.

Then, click on “Manage templates”. To create a new template message, hit the “Add template” button on the right:

This is your template message editor:

Here, you can set the name of the template, choose language and type of the message, and write the text. For best results and compatibility, we recommend using the Standard (text only) type of templates, although Media & Interactive messages are also available with Quickley.

First, you need to write a name for your template. The name of the template must be English with no special characters allowed. Then, choose a category for your template as discussed above—for example, “Auto Reply”. Now, choose language. After that, specify template type—you can choose between text only and text & media. If you choose “text and media”, you can add buttons, headliner, files, and an image to your template message.

While writing your template message, you can choose certain spaces to insert mapping words and phrases later. For that, just type {{1}}, {{2}}, {{3}} where you’d like to have mapping spaces.

Please keep in mind that your template message has to be 1024 characters or shorter.

Once you fill out all the boxes and complete your template message, just click on “Preview and Submit”, and then click “Submit” on the next screen. Your message has just been sent to Facebook for review and approval.

If you go back to the general screen with all your template messages, you can now point your mouse over the language symbol to see the current status of your template—under review, approved, or rejected. Wait until your template messages is approved to start using it.

How to send template messages

Sending template messages is super easy. You can do it on Quickley, using our web interface or the mobile app, right from the messaging window with your customer.

If you are a Monday user, you can send template messages right from the Item View where you can with your customers. Or, you can create and automation using a Monday recipe which will allow you to send automatic template messages once you hit a button, set a status, or move an item to a specific group within your board.

Limitations while using template messages

As any feature, template messages have their own limitations. Here are some:

  1. Template messages cannot include marketing or PR materials

  2. All template messages are subject to approval for Facebook

  3. Template messages cannot be voice messages—text only

  4. Once you sent a template message to your customer, you need to wait for their reply before your can continue normal conversation with them

Also, there are 12 simple rules that you should follow to make sure your message template gets approved fast:

  1. Always make sure the content of your template is transactional

  2. Double check the formatting of your message

  3. Proofread your message template

  4. Make it clear how you intend to use the placeholders

  5. Give your message template a meaningful name

  6. Don't put URL shorteners in the message body

  7. Remind your customers why they received your message

  8. Get your message template right the first time

  9. Try again if message template gets rejected

  10. Contact your partner when all else fails

  11. Obtain customer opt-in before sending message templates

  12. Don't spam your customers


We bill template messages at 6 cents for each template message sent after the 24-hour conversation window.

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