Introduction
Understand Meta's WhatsApp template rules, categories, approval guidelines, and how session templates speed up support.
WhatsBox supports two types of message templates designed for different conversation scenarios:
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1. Meta WhatsApp Templates
Meta requires that all business-initiated WhatsApp messages use pre-approved templates:
Marketing Templates
Category
Promotional offers, product announcements, discount codes, newsletters, cart recovery alerts, and event invitations.
Utility Templates
Category
Order confirmations, shipping tracking updates, billing receipts, account alerts, appointment reminders, and booking updates.
Authentication Templates
Category
One-time passcodes (OTP) and two-factor authentication verification codes.
Meta Approval Guidelines
- Templates are reviewed by Meta's automated moderation system. Approval typically takes from 2 minutes up to 24 hours.
- Templates must not contain spelling errors, excessive punctuation, or misleading claims.
- Dynamic parameters (
{{1}},{{2}}) must have realistic fallback sample text provided during submission.
2. Session Templates (Canned Responses)
Session templates (/templates/session) are internal saved replies created directly in WhatsBox:
- No Meta Review Needed: Since they are only used during active customer service conversations (within the 24-hour window), they do not require Meta approval.
- Speed Up Agent Replies: Agents can insert common answers (e.g. return policy, business hours, troubleshooting steps, payment links) with 1 click.
- Dynamic Variables: Can also include contact attributes like
{{FIRST_NAME}}.