Create a custom WhatsApp template

Create a custom WhatsApp template

Introduction

Custom WhatsApp templates allow businesses to send pre-approved, structured messages to customers for notifications, reminders, marketing campaigns, and transactional updates. These templates help ensure consistent communication, improve response rates, and comply with WhatsApp Business messaging policies.

By creating a custom WhatsApp template, you can personalize messages with dynamic variables, automate workflows, and streamline customer interactions. This article explains the step-by-step process to create and configure a custom WhatsApp template within the platform.


Here are the steps to create a custom WhatsApp template:

Step 1: Go to WhatsApp>> WhatsApp marketing >> Templates >> click on Plus icon




Step 2: Now, you can see various settings, which are as follows:

1. Template Name: Enter a unique name for your template. This name is used internally for identification and management purposes.

Example: Summer_Sale_Offer, Abandoned_Cart_Reminder


2. Category: Select the appropriate template category based on the purpose of your message:

  • Marketing – Promotional messages, offers, product launches, discounts.

  • Utility – Transactional messages such as order confirmations, shipping updates.

  • Authentication – OTPs and verification messages.

Choosing the correct category ensures compliance with WhatsApp policies.


3. Language: Select the language in which the template message will be sent. The selected language must match the message content.

4. Select Template Type: Choose the format of your WhatsApp template:
• Standard: Used for regular text-based promotional or informational messages. You can add media headers, body text, footer text, and buttons.


• Carousel: Allows you to showcase multiple products or offers in swipeable cards. Each card can include:

  • Image or video

  • Description

  • Call-to-action buttons


• Limited Time Offers: Designed specifically for promotional campaigns with urgency. Includes:

  • Offer text

  • Optional expiry

  • Coupon code button

  • Website redirect button

Best suited for flash sales and time-sensitive deals.



5. Campaign Title: Add a header to highlight your brand or promotion. You can choose:

  • None – No header



  • Text – Add a short promotional title (max 60 characters)



  • Image – Upload JPG, JPEG, PNG (max 5MB)



  • Video – Upload MP4 (max 5MB)



  • Document – Upload PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX (max 5MB)



6. Message Body:
Enter the main message content.

  • Supports formatting (Bold, Italic, Strikethrough, Links)

  • Supports emojis

  • Supports shortcodes like {{first_name}} for personalization

  • Maximum 1024 characters


7. Message Footer: Add additional small text below the message body (max 60 characters). Common uses:

  • Terms & Conditions

  • Unsubscribe info

  • Brand tagline


8. Buttons: Enable this option to add interactive buttons that guide customers toward action.
Call to Action Button: Allows users to:

  • Visit Website – Redirect to a URL of the website. You can also add the custom domain.

  • Call Phone - Add a support phone number so customers can contact you.

  • Quick replies (Carousel): Quick Reply buttons let users send a one-tap response without typing a message manually. When clicked, the selected response is automatically sent in the chat.

You must provide:

  • Button text

  • URL or coupon code (if applicable)

Buttons increase click-through and conversion rates.

9. Carousel Cards (For Carousel Templates Only): You can add up to 5 cards. Each card allows:

  • Media upload (Image or Video)

  • Card description

  • Call-to-action buttons

Use "Preview with sample data" to test how the template will appear.

10. Promotional Time Frame (Limited Time Offers Only): Configure offer details:
Idea
Note: Before adding the discount code, make sure the offer is created in Shopify. To create the discount in Shopify, go to Shopify admin >> Discount >> Click on Create discount button and customize the settings as per your requirement.



  • Offer Text (max 16 characters)

  • Offer Expiry (Recommended for urgency)

  • Coupon Code

  • Website URL

This helps create urgency-driven campaigns.


Now, you can create and use the template as per your needs.



Info
Note: 
1. Once you create the template, it is sent to Facebook for approval. It may take 3–5 minutes to receive the approval or rejection status.
2. You can view the templates you have created along with their status by navigating to WhatsApp >> WhatsApp Marketing >> Templates >> Saved tab.




Important Notes:

  1. Templates must comply with WhatsApp Business messaging policies. Non-compliant templates may be rejected during approval.
  2. The selected Category (Marketing, Utility, Authentication) must match the message intent. Choosing the wrong category can lead to rejection.
  3. Media files must meet format and size requirements (Maximum 5MB). Unsupported formats will not be accepted.
  4. Ensure discount codes are already created in Shopify before adding them to the template.
  5. Buttons must have valid URLs or properly configured actions. Broken or invalid links may result in rejection.
  6. Limited Time Offer templates should include clear offer details and expiry (recommended) to create urgency and avoid confusion.
  7. Keep messages clear, concise, and action-oriented to improve engagement and approval success rate.

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