WhatsApp templates and Meta's approval
Write your WhatsApp templates in SmartMy, with parameters, a header and buttons, and send them to Meta for approval from the number. Approved templates are what sequences, journeys, broadcasts and the inbox send outside the 24-hour window.
PLANSEvery plan
Connects once Meta approves SmartMy's Meta app (App Review); tested with you before go-live. Built and tried on our test systems, not yet with a customer's Meta account.
The problem it solves
- Templates are written in one place, approved in another and copied by hand into each campaign.
- A template is rejected and nobody sees why until a broadcast fails.
- Someone edits an approved template and the next send breaks.
- Offers are sent as Utility templates, and Meta reclassifies or blocks them.
How it works
- Your administrator opens Marketing > Configuration > Channels > Message Templates > New. Category starts as Marketing; offers and news must stay Marketing.
- Type the text on the Message tab. On Provider Registration, give the template name at Meta, the language (en to start with), the header, the buttons and one example value per parameter.
- Open the number in Numbers and Accounts and press Submit All for My Number. Every template in use that is not approved, or was changed, goes to Meta.
- Meta's answer comes back on its own and is also checked every 30 minutes. The template's Approvals tab shows Not Submitted, Submitted to Meta, Approved or Rejected, with Meta's reason.
- Once approved, choose it on a Send WhatsApp step, a broadcast, or in the inbox when the 24-hour window is closed.
Everything it does
The template
- Name, Channel WhatsApp, the Message text with placeholders
- WhatsApp Template Name (the name at Meta) and WhatsApp Template Language (en)
- Category: Marketing (the default in Marketing), Utility or Authentication; Authentication uses Meta's one-time-code format
- Header: None, Document or Image
- Buttons, one a line: QUICK_REPLY | Text, URL | Text | https://example.com/{{1}}, PHONE_NUMBER | Text | +14155550123
- Registered Text: the text as registered at Meta; empty, it is made from the Message with {{1}}, {{2}}... in order
- Template Parameters, one a line, and Examples, one value per parameter for Meta's review
Approval
- Submit All for My Number on the number; or Submit, Check Status and Details on each row of Template Approvals
- States per number: Not Submitted, Submitted to Meta, Approved, Rejected (with the reason)
- Meta's status update is taken as it arrives and checked every 30 minutes
- A template changed after approval must be submitted again; the approved version goes out meanwhile
- A sequence step or broadcast with a template that is not approved fails on that person, with the reason
Where templates are used
- Send WhatsApp steps of sequences and journeys
- WhatsApp broadcasts
- The inbox, to restart a conversation after 24 hours
- Two examples come with the product: "Hello from us (WhatsApp)" and "Hello from us (email)"
- The payment templates of selling in chat are submitted the same way
Meta's rules as the code applies them
- Outside 24 hours from the person's last message only an approved template can be sent
- Marketing templates from sequences, journeys and broadcasts go only to people with a recorded WhatsApp opt-in
- From the inbox, a Marketing template also needs the opt-in; Utility and Authentication templates go to anyone who has not opted out
Who uses it
Marketing AdministratorWrites the templates and submits them to Meta.
Marketing UserChooses approved templates in steps, broadcasts and the inbox.
Marketing ManagerChecks rejected templates and asks for changes.
Where you use it
- Web: Marketing > Configuration > Channels > Message Templates
- Web: Configuration > Channels > Numbers and Accounts (Submit All for My Number)
- Not in the phone app: this is done on the web. The SmartMy Marketing app covers chats, contacts, posts, leads and campaigns
What you control
Settings
- Category: Marketing for new templates here
- WhatsApp Template Language: en
- Header: None
Notifications
- None; the approval state shows on the template and the number
Questions
Do I need a WhatsApp Business Account first?
Yes. You connect your number through SmartMy's Meta app; templates are then submitted to that number's WhatsApp Business Account.How long does Meta take?
Meta decides, usually within minutes to a day. SmartMy takes the answer when Meta sends it and also asks every 30 minutes.Can I edit an approved template?
Yes, but it must go to Meta again. Until the new version is approved, the approved one keeps being sent.Which category should an offer use?
Marketing. Offers, news and reminders to buy are marketing in Meta's rules; Utility is for order and account updates.Does SmartMy charge for template messages?
Meta charges per message. In SmartMy, WhatsApp messages use message credits.Related features
OUTREACHWhatsApp opt-in word, link and QR codeGive each WhatsApp number an opt-in word. Whoever sends it from your QR code, wa.me link or ad is opted in to WhatsApp marketing. Their message is kept as proof, and they get your reply.OUTREACHWhatsApp sequences: free text in the 24-hour window, over several numbersPut WhatsApp steps in the same sequence as your emails. Each step sends its approved template, or your own free text when the person wrote in the last 24 hours. New chats can be spread over several numbers within Meta's daily limits.CAMPAIGNSBroadcasts on WhatsApp and email, at a set speed, with follow-upsSend one approved WhatsApp template or one email to a whole audience, now or at a set time. The speed keeps within your number's limit and your mail server's rate. Afterwards, follow up only the people who did not read, click or reply.CHANNELS AND INBOXWhatsApp, Instagram and Facebook pages connected through SmartMy's Meta app, with number healthConnect your own WhatsApp numbers, Instagram accounts and Facebook pages from one screen, in Meta's own windows. Their messages come to one inbox, and each WhatsApp number shows its quality rating and messaging limit, with an alert when the quality falls.CHANNELS AND INBOXOne inbox for every channelWhatsApp, Instagram, Messenger, web chat and replies to your outreach emails come into one inbox. Your team assigns, tags, notes and answers every chat in one screen, with the 24-hour reply window shown on each chat.
See your inbox and campaigns on it.
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