Chat App Message Service:Template design

Template categories

• Marketing templates

  Marketing templates are the most flexible. They are not tied to a specific transaction. Instead, they relate to your business or its products or services. These templates can include promotions, offers, welcome messages, closing messages, updates, invitations, recommendations, or responses to requests. Marketing templates support custom templates, catalog message templates, and multi-product message (MPM) templates. In the custom template format, you can customize the message content and layout. To switch formats, you can click the template format drop-down list in the upper-right corner of the template design page. For sample templates, see Marketing templates.

  • Custom templates

    Buttons and descriptions in custom templates (click to expand)

    Button	Description
    	Add a template language.
    	Undo the last operation.
    	Redo the last undone operation.
    	Add a message header. Select Text. Set the text content and set text variables as needed. Select Image. Upload an image. If the uploaded image is not sent as content, select a file variable as needed. Select Document. Upload a document and add a description. If the uploaded document is not sent as content, select a file variable as needed. Select Video. Upload a video and add a description. If the uploaded video is not sent as content, select a file variable as needed. Select Address. The variable part of the address cannot be modified. Note You can add only one header to a template.
    	Add a limited-time offer. If the expiration time feature is disabled and a coupon code button is added, the coupon code button must be the first button. If the expiration time feature is disabled and no coupon code button is added, a URL button must be the first button. Note You can add only one limited-time offer to a template.
    	Add a message footer. Note You can add only one footer to a template. Footers are not supported in limited-time offer templates.
    	Add a URL button. Enter a Button Name, URL Type, and URL. Note You can add only two URL buttons to a template. URL buttons are not supported in catalog message templates and MPM templates.
    	Add a call button. Enter a Button Name, Country/Region, and Phone Number. Note You can add only one call button to a template. Call buttons are not supported in catalog message templates and MPM templates.
    	Add an auto-reply button. Enter the Button Text and add an Event Type. If you set Event Type to Open Message, select a message template. If you set Event Type to External Event, select a business system, intent, and default message. Note A template can contain a maximum of 10 buttons. This includes URL buttons, call buttons, auto-reply buttons, and coupon code buttons. Auto-reply buttons are not supported in catalog message templates and MPM templates.
    	Add a coupon code button. The name of the coupon code button is fixed as "Copy Coupon Code". Select a text variable for the button. Note You can add only one coupon code button to a template. When used with a limited-time offer, place the coupon code button first.
    	Add a stop promotion button. To use the Stop Promotion button, select the check box in the button settings area to agree to the protocol. Note You can add only one stop promotion button to a template.
    	WhatsApp Flow button. In the message template, select a published WhatsApp Flow. Click the Sync Flow button and select a WhatsApp Flow from the drop-down list. Note You must create and publish a WhatsApp Flow on the Facebook Business Manager (FBM) platform before you can select it in Chat App Message Service using the sync feature.

  • Catalog message templates and MPM templates

    Catalog message templates and MPM templates are marketing templates related to the Meta e-commerce catalog. Before you use these templates, you must grant authorization and bind a product catalog. For more information about catalog authorization and binding, see Catalog management. For more information about how to create and send product catalog templates, see Best practices for product catalog templates.

• Utility templates

  Important

  Any template that mixes utility and marketing content is classified as a marketing template.

  • Utility templates relate to a specific, agreed-upon transaction. They are used to confirm, suspend, or change a transaction or subscription.

  • The design of utility templates differs from marketing templates because they do not support certain marketing features. For example, utility templates do not support buttons for features such as limited-time offers, coupon codes, or stopping promotional messages.

  • For sample templates, see Utility templates.

• Authentication templates

  • Authentication templates are the most restrictive. Businesses must use WhatsApp-predefined authentication message templates. These templates can include optional add-ons, such as security disclaimers and expiration warnings. Authentication templates must also be configured with a one-time password (OTP) button to copy the password or auto-fill it.

  • Authentication templates allow businesses to authenticate users with OTPs.

  • The content or parameters of authentication templates cannot contain URLs, media, or emojis. Parameters are also limited to 15 characters.

  • For more information about authentication templates, see Best practices for authentication templates.

  • For sample templates, see Authentication templates.

What to do next

Send WhatsApp messages

References

• Examples of WhatsApp template types

• Catalog management

• WhatsApp tutorials

• Best practices for product catalog templates

• Best practices for authentication templates