Template messages

Overview

WhatsApp Business message templates are predefined messages that businesses can send to customers. You must use a template when you’re messaging someone for the first time or when it’s been more than 24 hours since their last message; templates are also required for broadcast messages.

Every template must be approved by Meta to confirm it complies with WhatsApp’s Business and Commerce Policies—this usually takes a few minutes but can take up to 48 hours. Sending a template starts a business-initiated conversation and is billed based on your location and the template category. Learn more about WhatsApp pricing here.

How to create template messages in Zaapi

• Go to Settings → Integrations → WhatsApp → Template Manager. A default template (zaapi_re_engagement_template) is already created for you.

• Click “Create new template”

• Select the WhatsApp Business Account that will use this template.

• Enter a template name (letters, numbers, and underscores only).

• Choose a category:

  • Marketing – promotional content, special offers, etc.

  • Utility – transactional updates, e.g., order confirmations, shipping updates.

• Choose the language.

• Compose the template (as needed): Header, Body, Footer, and Buttons.

  • Follow the “Optimizing Variables: Best Practices” to ensure all content with variables meets Meta’s guidelines.

• Click Submit for review. The status will show Pending first, then Approved (or Rejected if it doesn’t meet Meta’s policies).