WhatsApp uses message templates to allocate the types of messages to different campaigns. Before you can use a template created in Acoustic, it is sent to WhatsApp for content review. You can create up to 250 templates; this number doesn't include drafts or rejected templates.
Create a WhatsApp template
- In the main menu, go to Composer > Templates.
- Click the Group messaging tab. On the listing page, go to Create > WhatsApp template.
- Give your message a unique name.
- Select the template category:
- Marketing: for promotional messages
- Utility: transactional messages, customer service, and alike
- Authentication: verification codes for 2-step authentication
Reviewers at WhatsApp use template categories to streamline the approval process.
- Select a message language so that WhatsApp can assign it to the right reviewer. Click Next. If you want to resume creating the template later, click Save as draft. You'll find the draft in the WhatsApp message listing page.
- Enter message text in the content field. Use double curly braces where you plan to use dynamic content, for example: "Your personal discount code is {{1}}."
Note: The character limit for a basic WhatsApp message is 1,600 characters. When using personalization (dynamic content), the limit decreases to 1,024 characters. Adding a call to action button will cut the text limit down to 640 characters.
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Your message can include one of a few types of attachments: call to action buttons, quick reply buttons, or image. To add the attachment, select the right item in the Content type dropdown menu.
- None: text only
- Image: a file JPG, JPEG, or PNG formats; for instructions on adding an image, go to the section: Add an image to a WhatsApp template.
- Video: MP4 file format
- File: PDF documents and vCard/VCF (contact data)
- Call to action: buttons linked to a URL address or phone number for direct calls
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Quick reply: buttons that trigger an automated response
For more information about the types of buttons and their usage, go to the section: Add buttons to a WhatsApp template.
- Click Next and complete the steps depending on the content type you selected.
- Before you send the template to WhatsApp for approval, check your template configuration. To go back and edit the content or template settings, click the creation steps: Content or General. When ready, click Submit for approval.
Authentication templates - important details
Authentication templates have several specifics you need to know about:
- WhatsApp uses a default message for authentication templates.
- WhatsApp uses only pre-defined security guidelines (optional). You can add it to your message by clicking the toggle to Show.
- Set up an expiration time of up to 90 minutes. If you don't want the code to expire, enter 0.
- You can edit the copy button label.
The pre-defined messages in the composer include only English language, but the authentication template will be sent in the language you select in the previous step.
Add buttons to a WhatsApp template
Your message can include two types of buttons, thanks to which customers can respond to your messages or take instant action:
- Call to action buttons (up to two buttons per template) that link to a phone number or website
- Quick reply buttons (up to three buttons per template) that link to an automated reply message
Call to action buttons
With call to action buttons, users can make a phone call or open a website with a single tap. You can assign the phone numbers and links in the template creation process.
Note: WhatsApp doesn't support deep links in call to action buttons. Deep links point to an element on a web page instead of a web page itself, e.g. https://example.com/path/page instead of https://example.com.
- In the Content type dropdown menu, select Call to action.
- From the dropdown menu, select the action you want your button linked to: phone number or website.
- Enter the button text of up to 20 characters, phone number (up to 20 characters, numbers only), and/or website link.
Note: Using personalization may reduce the character limit.
- Click Next.
Note: WhatsApp doesn't accept two buttons connected to URLs or phone numbers in one message. You can only link to one URL and/or one phone number in the same message.
Quick reply buttons
Quick reply buttons are the ones users can tap to respond. Tapping the button results in sending a text message from a user, which triggers an automated reply.
- In the Content type dropdown menu, select Quick reply.
- Enter the button text. If you want to use more buttons in your template, click Add button.
- Complete the button texts.
- Click Next.
Add an image to a WhatsApp templated message
Apart from using different types of CTAs and buttons, you can attach an image to your templated message. There are two options of attaching images:
- from the Acoustic asset library
- from an external domain
You select a specific image when you create a message based on your template. Use one of the following formats: JPG, JPEG, or PNG and make sure your file size is no more than 16MB.
Adding an image from the Acoustic asset library
To attach a file from the Acoustic asset library, go to the Design tab while creating a templated message and browse files or upload a new file. The file will be stored in the asset library.
Adding an image from an external domain
If you want to upload the file from an external domain, select the External image radio button when creating a template and enter the file URL in the text field. The domain must be connected to your Acoustic account.
Note: Link shortening is selected by default to ensure all links are tracked correctly. You can turn this feature off, but it will affect the accuracy of performance reports.
WhatsApp template approval status
Once you submit your template for review, the template is usually approved or rejected in 24-48 hours. You can track the status of your WhatsApp template in the listing page. The template statuses include:
- Draft
- Submitted to WhatsApp
- Approved by WhatsApp
- Rejected by WhatsApp
If your template is rejected, you can review it and create a new one for another submission.
Why WhatsApp templates get rejected: common mistakes
If WhatsApp has rejected your template, don't worry – there are a few common mistakes you might have made while creating it and they won't be difficult to fix. Also, take a look at Best practices for WhatsApp template messages for useful template writing tips.
Personalization
- Personalized elements are placed in the beginning or end of the message.
- Elements are placed next to each other, such as
“{{1}} {{2}}”. - Elements have mismatched braces or use words instead of numbers, e.g.
{{one}}(incorrect) instead of{{1}}(correct). - Element parameters are not sequential, e.g.
{{1}},{{2}},{{4}},{{5}}are defined but{{3}}does not exist.
Wording
- The template contains the same wording as another previously submitted template.
Note: Authentication templates are an exception to this rule.
- The template appears to encourage gaming or gambling. Avoid words and phrases such as "raffle" or "win a prize".
- The template wording includes grammatical or spelling mistakes.
- The template is overly vague, such as
“Hi, {{1}}, thanks”. Add wording that indicates what type of information you will include in the parameters.
Other issues
- The template language is incompatible with your selection, e.g. you are trying to submit a template in English while having Spanish selected as a template language.
- The call to action button URL contains a direct link to WhatsApp, such as: https://wa.me/14154443344.
- The template includes a request for sensitive identifiers from users, such as payment card numbers, financial account numbers, or National Identification numbers. It violates the WhatsApp commerce policy or the WhatsApps business policy.
Note: You can request partial identifiers, e.g. the last 4 digits of their social security number.