# Creating WhatsApp message templates

On the WhatsApp API, you can only message someone first using a **template** that WhatsApp has already approved. Templates are also what you pick when you send a blast. You write them, submit them for approval and track their status directly in Mampu AI, on the inbox itself.

> **Which WhatsApp do you have?** Templates apply to **WhatsApp API (WhatsApp Cloud)** inboxes only. If you connected your number through the WhatsApp Business app instead, you don't use templates. See [Normal WhatsApp vs WhatsApp Cloud](/platform/connect-to-social-media-channels/normal-whatsapp-vs-whatsapp-cloud) if you're not sure which one you have.

## Before you start

* A **WhatsApp API (WhatsApp Cloud)** inbox. To set one up, see [Registering a WhatsApp official (WhatsApp API) number](/settings/registering-a-whatsapp-official-number) or [Migrating an existing WhatsApp number to Mampu AI](/settings/migrating-an-existing-whatsapp-number).
* Administrator access, so you can open the inbox settings.

## Where your templates live

Go to **Settings → Inboxes**, click your WhatsApp inbox, then open the **Templates** tab.

![The Templates tab on a WhatsApp inbox](../../.gitbook/assets/guides/whatsapp-templates-list.jpg)

The tab lists every template on the number, with its category, language and status. You can:

* **Search by template name** to find one quickly.
* Filter by status — **All statuses**, **Approved**, **Pending** or **Rejected**.
* Filter by category — **All categories**, **Marketing** or **Utility**.
* Click **Sync** to pull the latest statuses from Meta. Your list also refreshes on its own through the day, so **Sync** is only for when you want an answer right now.

If nothing appears yet, you'll see *No templates found. Create a new template or sync from Meta.*

### What the statuses mean

| Status | What it means |
| --- | --- |
| **Pending** | Submitted and waiting for review. Decisions usually arrive within 24 hours. |
| **Approved** | Ready to use. Allow a few minutes after approval before your first send. |
| **Rejected** | Turned down. Edit it and resubmit, or write a new one. |
| **Paused** | Temporarily blocked because recipients reacted badly to it — too many blocks or reports, or very low read rates. Improve the message before using it again. |

## Choose the right category

Pick the category that matches what the message actually does. Getting this right is the single biggest reason a template sails through review.

* **Utility** — messages about something the customer already did or asked for: order confirmations, delivery updates, appointment reminders, receipts, account notices.
* **Marketing** — anything promotional or designed to bring people back: offers, launches, newsletters, re-engagement, invitations.

If your content clearly belongs elsewhere, Meta may move it to the correct category, usually to **Marketing**. Write the content for the category you want, rather than labelling a promotion as Utility.

> Authentication templates, used for one-time passcodes, aren't created here. If your number already has them, they still appear in the list.

## 1. Create the template

Click **Create template** and fill in the form. A live **Preview** on the side shows the message exactly as your customer will see it.

![The Create template form, with a live preview of the message](../../.gitbook/assets/guides/whatsapp-template-create-form.jpg)

### Template name

Use only lowercase letters, numbers and underscores, and don't start with a number — for example `order_confirmation`. Spaces turn into underscores as you type, and unsupported characters are dropped.

Choose carefully: **the name and language can't be changed later.**

### Category and language

Pick **Marketing** or **Utility**, then the **Language** your message is written in. Submit a separate template for each language you plan to send in.

### Header

Optional, and limited to one line. Choose **None**, **Text**, **Image**, **Video** or **Document**.

For an image, video or document header, click **Upload example** and attach a sample file — Meta needs an example to review the template. Accepted files are JPG, PNG or WebP images, MP4 or 3GPP video, and PDF documents. The file is only an example; you choose the real one when you send.

### Body

This is your message, and it's required.

To personalise it, click **Add variable** to drop `{{1}}`, `{{2}}` and so on into the text, then fill in the **Variable examples** underneath. Meta requires a realistic example for every variable, and **Create template** stays greyed out until each one is filled.

Write around your variables so the sentence still reads well no matter what fills them.

![An example value filled in for every variable](../../.gitbook/assets/guides/whatsapp-template-variable-examples.jpg)

### Footer

Optional single line of small print, such as an opt-out note.

### Buttons

Optional, up to three. Choose from:

* **Quick Reply** — a tappable canned answer.
* **URL** — opens a link. You can add a variable to the end of the link for things like an order number.
* **Phone Number** — starts a call.
* **Copy Code** — copies a code, such as a voucher, to the clipboard.

### Check the preview

For **Marketing** templates, switch the preview between **Collapsed** and **Full**. WhatsApp shows only about five lines of a marketing message at first, and the recipient has to tap **Read more** for the rest — so put the offer and the reason to care in the opening lines.

![A Marketing template preview, collapsed behind Read more](../../.gitbook/assets/guides/whatsapp-template-marketing-preview.jpg)

## 2. Submit for review

Click **Create template**. You'll see *Template created successfully. It will be reviewed by Meta*, and the template appears in the list as **Pending**.

Meta reviews it with a mix of automated and manual checks, usually within 24 hours. Meta also emails your business admins and posts an alert when the decision is made. Come back to the **Templates** tab, click **Sync**, and the status updates to **Approved** or **Rejected**.

## 3. Send it

Once a template is **Approved**, wait a few minutes, then use it to open a conversation or run a campaign. See [WhatsApp campaigns](/campaigns/whatsapp-campaigns) for sending to a list.

## Editing and deleting

To change a template, click it in the list and edit its content or category. The **name** and **language** stay locked. Saving your changes sends the template back to Meta for another review, so it returns to **Pending** for a while.

Deleting a template removes it from your WhatsApp number for good. Anything scheduled to use it will no longer be able to send, so check your campaigns first.

## If a template is rejected

Rejections are almost always about the content. The usual causes:

* **Wrong category** — promotional wording submitted as **Utility**.
* **Duplicate wording** — the body and footer match a template you already have. Change the wording or reuse the existing template.
* **Asking for sensitive details** — never ask for full card numbers, bank account numbers or identity card numbers. Asking for the last few digits is fine.
* **Spam or scam-like content** — pushy urgency, unrealistic claims, or links that don't match your business.
* **Threatening or aggressive tone**, including threats of legal action.
* **Placeholder or unclear content** — variables with no meaningful example, or text that makes no sense on its own.

Fix the wording and save to resubmit, or create a fresh template with a new name. If you believe the category decision was wrong, you can request a category review from WhatsApp Manager in your Meta Business account.

## Tips for faster approval

* Write the full message as a customer would read it, with no shorthand or internal jargon.
* Give every variable a realistic example — `Aisyah`, `RM120.00`, `18 August` — not `xxx` or `test`.
* Keep the message specific to one purpose.
* Add an opt-out line in the footer on marketing templates.
* Get one template approved first, then reuse its structure for the rest.

## Related

* [Registering a WhatsApp official (WhatsApp API) number](/settings/registering-a-whatsapp-official-number)
* [Connecting a WhatsApp inbox](/settings/connecting-a-whatsapp-inbox)
* [WhatsApp campaigns](/campaigns/whatsapp-campaigns)
* [Normal WhatsApp vs WhatsApp Cloud](/platform/connect-to-social-media-channels/normal-whatsapp-vs-whatsapp-cloud)

---
Source: https://help.mampuai.com/settings/creating-whatsapp-message-templates