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Message Templates are pre-approved WhatsApp messages you send to customers, especially outside the 24-hour customer service window. A template must be approved by Meta before it can be used in Broadcasts, Sequences, Bot Reply, WhatsApp Flows, or AI Agent automations.

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Create a template

1

Open Bot Manager

Go to Bot Manager.
2

Click Message Template

Select Message Template from the module list.
3

Click Create

Click Create and pick a template type.
Message Template Settings list with the Create dropdown open showing Mixed, WP, Carousel Media, Carousel Product, and Default Templates
Five template types are available:
  • Mixed Template — supports all three WhatsApp template categories (Marketing, Utility, Authentication/OTP) from one builder.
  • WhatsApp Template — the standard single-message template builder, mainly used for Marketing templates.
  • Carousel Media Template — a message with swipeable cards, each with its own image or video.
  • Carousel Product Template — a carousel purpose-built for showcasing products.
  • Default Templates — system-created templates you don’t build yourself.

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Mixed Template

A Mixed Template can be submitted as Marketing, Utility, or Authentication (OTP) — useful when you want one builder for any category instead of switching tools.
Message Template builder showing Template Name, Locale, Header Type, Message Body toolbar, Footer Text, and a live preview panel
Fields you fill in:
FieldNotes
Template NameA unique name, e.g. customer_registration, appointment_reminder.
LocaleThe template’s language, e.g. English (US).
Header TypeNo Header, Text, Image, Video, or Document.
Message BodyThe main text — supports Custom Fields, Variables, and AI Rewrite (below).
Footer TextOptional text shown below the message, e.g. Powered by AI Automation.
ButtonsCall To Action (Visit Website, Call Now, Book Demo) or Quick Reply (Interested, Need Details, Talk To Expert).
Template PreviewA live preview of how the template will look in WhatsApp, shown on the right as you build.

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Custom Fields and Variables

Inside the Message Body you can insert:
  • Custom Fields — subscriber fields like #customer_city#, #customer_email#, #project_name#.
  • Variables — dynamic placeholders like #name#, #orderid#, #bookingid#, #amount#, which get replaced with the real value for each customer. These work like WhatsApp’s {{1}}-style template variables, just written with field names instead of numbers.
Hi #name#
Customer receives: 
Hi Rahul
  • AI Rewrite — generates or improves the template’s wording automatically.
Saving the template shows a confirmation that it’s been submitted for Meta’s review:
Message Template builder with a saved template and a success toast confirming it needs WhatsApp approval before use
Lets subscribers swipe through multiple cards inside WhatsApp — useful for real estate projects, travel packages, service catalogs, product showcases, and marketing campaigns.
Carousel Message Template builder showing Template Category, Message Bubble, and Card Header options
  • Template Category — Marketing or Utility.
  • Message Bubble — the main message shown above the cards; supports Custom Fields, Variables, and AI Rewrite.
  • Card Header — each card’s Image or Video.
  • Card Body — each card’s description text, with Custom Fields, Variables, and personalized content.
  • Buttons — each card can have a URL, Quick Reply, or Phone Number button.
Example — a Real Estate Project Carousel: Card 1 → Luxury Villa, Card 2 → Premium Apartment, Card 3 → Commercial Space. The customer swipes through all three directly inside WhatsApp. Purpose-built for showcasing products rather than general content.
Carousel Product Template builder showing Message Body and a Number of Products dropdown set to 2
  • Template Name and Locale as usual.
  • Message Body — the introduction message (Custom Fields, Variables, AI Rewrite).
  • Number Of Products — how many product cards to show, e.g. 2, 5, 10.
  • Product Cards — each card has a Product Image, Product Name, Product Description, and Product Button (e.g. Buy Now, View Details, Order Now).
Use cases: ecommerce stores, Shopify stores, product catalogs, product recommendations, online sales campaigns.

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Approval status & Sync Template

After saving, every template appears in the Message Template list with a status: Submitted, Approved, or Rejected — all custom templates must be reviewed by Meta before use. Click Sync Template to pull the latest status from Meta.
Message Template Settings list with a successful sync banner, Sync Template button, and Submitted/Approved status badges
  • Submitted — sent to Meta, awaiting review.
  • Approved — ready to use in Bot Reply, Broadcast Campaigns, Sequences, WhatsApp Flows, and AI Agent automations.
  • Rejected — see why templates get rejected, fix the content, and resubmit.
Meta usually reviews templates quickly, but a new WhatsApp Business account may take up to 24 hours or longer. If the status doesn’t update right away, click Sync Template, wait a few minutes, and check again.

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Template Variables

Beyond the field-level Custom Fields and Variables inside a single template, Template Variables are reusable placeholders you define once and reuse across any Message Template.
Template Variables list showing custom and system variables with a Create button
1

Click Create

Open the Template Variables list and click Create.
2

Name the variable

Enter a name, e.g. name, email, phone, orderid, bookingid, company_name.
3

Save

The variable now appears in the list and can be used inside any template.
Use a variable inside a template body the same way as a custom field: 
Hi #name#

Your order #orderid# has been confirmed.

Email: #email#
Phone: #phone#
Before sending, assign each variable a real value:
VariableValue
#name#Rahul
#email#rahul@gmail.com
#phone#+919999999999
#orderid#ORD12345
The customer receives: 
Hi Rahul

Your order ORD12345 has been confirmed.

Email: rahul@gmail.com
Phone: +919999999999
Template Variables let you personalize a single template per customer, reuse it across many subscribers, and avoid creating a near-duplicate template for every small change.

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Frequently asked

Go to Bot Manager → Message Template → Create, pick a template type (Mixed, WhatsApp, Carousel Media, Carousel Product), fill in the name, category, body, and any buttons, then save. It’s submitted to Meta automatically and needs approval before use.
Meta is still reviewing it. Click Sync Template to pull the latest status — new WhatsApp Business accounts can take up to 24 hours or longer for the first review.
Use Variables (or Template Variables for ones you reuse across templates) like #name# or #orderid# inside the message body. Assign each variable a real value before sending, and it’s automatically replaced per customer.
Yes — click AI Rewrite inside the Message Body (or a carousel’s Message Bubble/Card Body) to generate or improve the wording automatically.
  • A template can’t be used anywhere until it’s Approved — Bot Reply, Broadcasts, Sequences, WhatsApp Flows, and AI Agent automations all require an approved template.
  • Status doesn’t refresh on its own — click Sync Template to check Meta’s latest decision; it won’t update in real time.
  • A Rejected template needs a fix, not a resend — review the content against common rejection reasons before resubmitting.