WhatsApp Templates

Managing templates

Open Organization Settings → WhatsApp Templates. Management Access users can view the list; only Full Access can create, edit or delete templates. Search and filters help find templates, and the table gear customizes columns.

Creating or editing a template

Define:

• An internal name using lowercase letters, numbers and underscores, beginning with a letter and no longer than 512 characters.
• The language determined by the organization's country.
• A Meta category: utility, marketing or authentication.
• A Use for choice: a general message or a supported automatic notification such as an appointment reminder, appointment confirmation, completed visit, signed work report or created estimate.
• Message content and dynamic variables.
• Up to 3 optional quick-reply buttons. For notifications with supported actions, buttons can confirm or reschedule an appointment, or accept or decline delivery of the corresponding document.

In a general template, custom variable names must begin with a letter, be no longer than 60 characters and contain only lowercase letters, numbers and underscores. Spaces, uppercase letters, hyphens and empty placeholders are invalid. A variable cannot be at the beginning or end of the message. Every variable needs an Example value for Meta's review.

When you choose an automatic notification under Use for, the editor only offers its supported parameters and actions. It rejects duplicate actions and variables from another automation.

The wizard has four steps: Details, Message, Buttons and Preview. It validates the name, text, category, variables and buttons before enabling Create Template or Submit for Approval. At send time, enrutar asks for any value it cannot fill automatically and previews the final message.

Sending templates

Approved templates can be sent from WhatsApp threads and when starting a new customer conversation. They also support automatic customer notifications.

Meta approval

• New templates first show Submitting, then a review status.
• Editing an already synchronized template moves it directly to Pending approval.
• Meta ultimately marks it Approved or Rejected, and enrutar can notify you of either result under Settings → My account → Notifications.

Opening an existing template first shows its details in read-only mode. The History tab lists each status change, its date, its source (WhatsApp or enrutar) and a reason when available.

Approved or rejected organization templates can be edited and resubmitted. Their name cannot change, but category, body, parameter examples and buttons can. When an approved automatic-notification template is updated, enrutar creates a new version and keeps the previous approved version as a fallback until Meta approves the new one. Templates being submitted, reviewed or paused are read-only. System templates cannot be edited or deleted.

Meta limits edits to approved templates to once every 24 hours and 10 times in 30 days. enrutar reports an error when a template is under review or the limit has been exceeded.