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WhatsApp templates

Create and submit WhatsApp message templates for approval.

Why it matters

Send approved reminders and updates on WhatsApp.

The HLB difference

Template status is tracked in the account.

How it works

Create WhatsApp message templates and submit them for approval to send reminders and updates.

  • Select an approved limited-time offer template, enter the expiration date, time and offer code, then test how it displays on mobile before sending.
  • Open WhatsApp templates, create or edit a template, map the media header to a contact field, then send a test to a sample contact to confirm the image loads.

Set an expiration for limited-time WhatsApp offers

Show customers on the WhatsApp mobile app when a limited-time offer ends.

For an approved limited-time offer template in HLB, enter the expiration date, time and offer code each time you send it. WhatsApp shows the countdown on iOS and Android. WhatsApp Web and desktop may not display the timer, so include the end date in your message text.

See also WhatsApp Business messaging.

Preview a message with contact-specific media

Use one template to send a different header image to each contact.

Use the phone preview in the HLB WhatsApp template builder to review your message. To send a different image to each recipient, map the media header to a contact field. Each contact's field must contain a publicly reachable HTTPS image URL. Send a test to a sample contact to confirm the image loads as intended.

See also WhatsApp Business messaging.

WhatsApp templates are pre-approved message formats for business-initiated Marketing, Utility and Authentication messages. You create them in HLB and submit them for WhatsApp review before you can use them.

Templates can include text, numbered variables, optional media and interactive buttons. A local business might use a utility template for confirmations and reminders, or a marketing template for a promotional offer.

To create one, go to Settings, then WhatsApp, then Templates, and click Create Template:

  • Enter a name using lowercase letters and underscores, then choose a category and a language.
  • Optionally add a header with text, supported media or a variable where available.
  • Write the body, use Add Variable for placeholders such as {{1}} and {{2}}, and enter a realistic sample value for each one. You can also add a short footer.
  • Add supported buttons when the template needs an action, then submit it for review.

The builder checks variables as you type. It flags unsupported characters, missing or extra braces, and a body that starts or ends with a variable, and you can't save until these are fixed. New templates from the Reputation review-request preset already follow the body placement rule. After these checks, the template still goes through WhatsApp review. Once it is approved, its quality status can change based on customer feedback.

You can't pass links into body variables. Put a fixed link in the body or use a website button instead. When you first connect your WhatsApp Business Account, its existing templates are imported. After that, create new templates in HLB so they are available in supported messaging areas.

Keep WhatsApp workflow messages up to date

Updates to your WhatsApp templates and snippets can now carry into workflow messages, so your automations use current wording. Workflow steps use the current template content when sent. For snippets saved before this update, open and save the workflow step once before relying on automatic updates.

Related features

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