Managing Message Templates

Use WhatsApp message templates to start conversations outside the 24-hour customer-service window. Meta reviews each template before it can be used.

Template categories

• Marketing: Promotions, offers, reminders, and messages that do not qualify as Utility or Authentication.
• Utility: Transaction-related updates connected to a customer's action or request.
• Authentication: One-time passcodes and identity-verification messages.

Create a template

1. In the Unifonic Console, go to Channels > WhatsApp and open the relevant account.
2. Open Templates, and then select Add template.
   
3. Enter a lowercase template name and select a language and category.
   
4. Configure an optional header and enter the message body.
   
5. To add a variable, insert a numbered placeholder such as {{1}}. Variables must make up no more than 10% of the template content. Provide a sample value for every variable.
6. Optionally add a footer and buttons.
   
7. For a phone-number button, include the country code, such as +966. For a dynamic URL, provide a sample URL, such as https://www.unifonic.com/{{1}}.
8. Review the preview, and then submit the template for approval.
   

Edit a template

1. Open Templates and select the template.
2. Select Edit, update the supported fields, and submit the changes.
   

Edit limitation You can edit an approved template only once every 24 hours. Editing can return the template to review.

Delete a template

1. Open Templates.
2. Select the template, and then select Delete.
   
3. Confirm the deletion.
   

For information about how customer feedback affects template availability and messaging limits, see Quality-Based Rate Limits.