Template Management
WhatsApp Business templates (also called Message Templates or HSMs) are pre-approved message formats required for sending the first outbound message to a customer, or for re-engaging conversations after the 24-hour window has closed.
Whoxa CRM lets you create, manage, and submit templates directly — without leaving the dashboard.
Prerequisites
- WhatsApp Business Account connected in Whoxa CRM.
- Access token includes
whatsapp_business_managementscope (required for template create/submit). - Meta App is in Live mode (templates cannot be submitted from Development mode).
Template Categories
Every template must belong to one of three Meta-defined categories:
| Category | Use Case |
|---|---|
| Marketing | Promotions, offers, announcements, re-engagement |
| Utility | Order confirmations, account updates, delivery notifications |
| Authentication | OTP / one-time passcodes |
Meta reviews all templates before they can be used. Approval typically takes a few minutes to a few hours.
Create a Template
- Go to Templates in the left sidebar.
- Click Create Template.
- Fill in the template details using the wizard:
Basic Info
| Field | Required | Description |
|---|---|---|
| Template Name | Yes | Lowercase, no spaces (e.g., order_confirmation) |
| Language | Yes | Language the template is written in (e.g., English, Hindi) |
| Category | Yes | Marketing, Utility, or Authentication |
Header (Optional)
Adds a header above the message body. Choose one type:
| Header Type | Description |
|---|---|
| None | No header |
| Text | A short heading line (supports one variable {{1}}) |
| Image | An image displayed at the top |
| Video | A video thumbnail |
| Document | A PDF or document file |
| Location | A map pin |
Body (Required)
The main message text. Supports dynamic variables using {{1}}, {{2}}, etc.
Example:
Hello {{1}}, your order #{{2}} has been shipped and will arrive by {{3}}.
For each variable, provide an example value so Meta can review the template correctly.
Footer (Optional)
A short line of text shown below the body — typically used for unsubscribe notices or brand taglines.
Buttons (Optional)
Up to 3 buttons can be added. Supported types:
| Button Type | Description |
|---|---|
| Quick Reply | Tap-to-reply option (e.g., "Yes", "No", "Track Order") |
| Call to Action — URL | Opens a link in the browser |
| Call to Action — Phone | Dials a phone number |
| Copy Code | Copies a code to clipboard (for OTP / promo codes) |
| OTP | One-tap or zero-tap OTP autofill (Authentication category) |
Submit to Meta for Approval
After filling all sections:
- Review the preview on the right side of the wizard.
- Click Submit to Meta.
- The template status changes to Pending.
- Once Meta approves it, status changes to Approved and the template becomes usable.
Template Statuses
| Status | Meaning |
|---|---|
| Draft | Created locally, not yet submitted to Meta |
| Pending | Submitted to Meta, awaiting review |
| Approved | Ready to use in conversations |
| Rejected | Declined by Meta — edit and resubmit |
| Paused | Temporarily disabled by Meta due to quality rating |
| Disabled | Permanently disabled — create a new template |
Sync Templates from Meta
If you created templates directly in Meta Business Manager:
- Go to Templates.
- Click Sync Templates.
- All Meta-approved templates linked to your WABA will appear in the list.
Use a Template in a Conversation
- Open any conversation in Chat.
- Click the Template icon in the message toolbar.
- Search or browse approved templates.
- Fill in any variable values.
- Click Send.
Template Library
Whoxa CRM includes a Template Library with ready-made templates for common use cases (order updates, welcome messages, feedback requests). You can import any library template, edit it, and submit it to Meta with one click.
Go to Templates → Template Library to browse available options.
Tips & Best Practices
- Template names must be lowercase with underscores only — no spaces or special characters.
- Variable example values must be realistic. Meta may reject templates with placeholder examples like
{{name}}as the example value. - Marketing templates have the strictest quality standards. Avoid misleading content.
- If a template is rejected, Meta provides a reason. Common causes: missing example values, promotional language in Utility templates, or policy violations.
- Templates cannot be edited after submission. Delete and recreate if changes are needed