Whatsapp Templates

WhatsApp message templates are pre-approved messages required by Meta to contact customers outside the 24-hour conversation window. When a customer hasn’t messaged you in the last 24 hours, you must use an approved template to re-initiate the conversation.

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Before you start

A connected WhatsApp integration in AssistifAI. If you haven’t connected one, follow the WhatsApp integration setup guide first.
Access to WhatsApp Manager
An approved WhatsApp Business Account

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Creating a template in WhatsApp Manager

1. Open Message Templates

Navigate to WhatsApp Manager and open Message Templates.

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2. Create the template

Click Create Template.
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3. Choose a category

Choose a template category:

Utility: for order updates, account notifications, and transaction confirmations
Authentication: for verification codes and login confirmations

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4. Name the template and pick a language

Enter a name for your template and select the language.

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5. Write the body text

Write your template body text. You can include variables such as {{1}} and {{2}}, like this.

Limitations

Templates must be approved by Meta before they appear in AssistifAI.
Meta charges per template message sent, with fees varying by country and category.

Troubleshooting

Template not appearing in AssistifAI

Possible cause: The template hasn't been fully approved in Meta.

Solution: Check the approval status in WhatsApp Manager. All template categories (Utility, Authentication, and Marketing) are available in Post-Call WhatsApp once approved.

Message failed to send

Possible causes:

The contact doesn't have a valid WhatsApp phone number
No payment method is configured in Meta billing

Solutions:

Confirm the contact's WhatsApp phone number is valid
Add a payment method in your Meta billing settings