When do I need a template?
Whenever you want to start a conversation or reply when more than 24 hours have passed since the contact's last message. Inside the window you write freely; outside it, a template. Why this rule exists: How WhatsApp Business works in the CRM.
How do I create a template?
- In CRM > WhatsApp, open Templates and go into Manage templates.
- Use Create template: write the text and choose its category (for example, utility or marketing). The category tells Meta what the message is for.
- On saving, the template is sent to Meta for approval. It stays pending until they review it.
The review usually takes between 1 and 24 hours (utility ones, often less than an hour). When it's approved, it appears on its own in the selector when you write.
How do I fill it in with each contact's data?
A template can have variables (blanks filled in when sending). When you send it, those fields fill in on their own with the contact's data —name, Company, Email, Phone, Assigned salesperson— and you can always review and edit them before sending.
What do I do if Meta rejects it?
If a template ends up rejected, you'll see the Rejection reason. It's almost always for breaking Meta's content policies (misleading promises, disallowed content, incorrect format). Adjust the text according to the reason and resubmit it.
The rules of what you can write are defined by Meta, and it's a good idea to read them beforehand:
- WhatsApp Business policies: business.whatsapp.com/policy
Next step: with your templates approved, see how they're used in conversation in Reply in the WhatsApp Inbox: owner, salesperson, or AI agent.
Still have questions?
Ask MIA, the MB Suite AI assistant: open it with the MB AI button (⌘J) in the top bar. MIA knows the section you're in, so you can ask it about what you see on screen — and it can also answer how-to questions about using MB Suite.