Message templates
Find your account's message templates, understand their sending status, and sync updates from Meta.
Use a message template to start a WhatsApp conversation or follow up after the reply window closes. A message template is reusable content that Meta reviews before you can send it. Each template belongs to a WhatsApp account.
Who can do this: the workspace owner or members whose role includes viewing channel connections and templates. Creating templates and Sync templates require managing templates.
When you need a template
WhatsApp gives you a 24-hour reply window after a customer messages you. Each new customer message resets that window. During it, you can send ordinary replies. After it closes, you must use an approved message template to continue the conversation.
Sending a template does not itself reopen the reply window. Wait for the customer to reply before sending ordinary messages again.
Find your account's templates
Open the WhatsApp account
Select Channels, then open the account you want to use. Select Templates in the account navigation.
Find a message template
Use Search templates (1) and the Category, Status, and Language filters. Select a template to inspect its content and details.
Refresh from Meta
Select Sync templates (2) to fetch the account's templates and current details from Meta. Wait for the message showing how many were synced.
Choose the right category
| Category | Use it for |
|---|---|
| Marketing | Promotions, offers, and messages intended to encourage a purchase or engagement. |
| Utility | Updates about a customer's specific request or transaction, such as an order or appointment. |
| Authentication | One-time verification codes for signing in or verifying an action. |
Check whether you can send
| Status | What it means for sending |
|---|---|
| Approved | Meta has approved the template. You can send it if it is supported and your sending access and limits allow it. |
| In review | Meta is reviewing the template or an appeal. You cannot send it yet. |
| Rejected | Meta rejected the template. You cannot send it. Open its details to read the available rejection reason. |
| Paused | Meta temporarily stopped sending this template because of quality feedback. You cannot send it while paused. |
| Disabled | Meta disabled the template because of quality feedback. You cannot send it. |
Approval does not guarantee delivery. Account restrictions, messaging limits, and template quality can still affect sending. Check the current status before using a template in a conversation or campaign.
Troubleshooting
If a template is missing, check the WhatsApp account and clear your filters before using Sync templates. If syncing fails, read the error and try again. Syncing does not submit a rejected template for review.
See create a template, template library, and account limits and quality. For verification-code integrations, see OTP for developers.