> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.crisp.chat/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # How to create and send WhatsApp Message Templates with Crisp *WhatsApp message templates let your team initiate conversations or contact customers after the 24-hour customer service window has closed, provided Meta has approved the template first.* Once approved, the template becomes available in the **WhatsApp widget** inside Crisp, where your team can complete its variables and send it from the relevant conversation. --- # ${color}[#0080dd](Before you start) __Before creating a template, make sure:__ * **Your WhatsApp Business Account is connected to Crisp** → follow [this setup guide](https://help.crisp.chat/en/article/how-to-connect-whatsapp-business-with-crisp-11rcwkw/#1-use-apis-templates-and-catalog-templates) * **You have administrator access** → use the Meta Business account associated with your WhatsApp Business Account * **You know the purpose of the message** → decide whether it should be categorized as **Utility**, **Authentication**, or **Marketing** --- # ${color}[#0080dd](Create a WhatsApp message template) #### ${color}[#445055](Step 1 — Open WhatsApp Manager) 1. Open **Meta Business Manager** and select your business. 2. Open **Business Settings**. 3. Go to **Accounts → WhatsApp Accounts** and select your WhatsApp Business Account. 4. Open **Settings**, then click **WhatsApp Manager**. ![](https://storage.crisp.chat/users/helpdesk/website/-/8/7/a/e/87ae2703583ac800/image-1_1mkrfdd.png) #### ${color}[#445055](Step 2 — Create the template) __In WhatsApp Manager:__ 1. Go to **Account Tools → Message Templates**. 2. Click **Create Template**. 3. Select the appropriate template category. ![](https://storage.crisp.chat/users/helpdesk/website/-/8/7/a/e/87ae2703583ac800/image-2_f7aywn.png) __Choose the category that matches the purpose of the message:__ * **Utility** → updates related to a customer action, such as an order confirmation, delivery update, or appointment reminder * **Authentication** → verification codes and one-time passwords * **Marketing** → promotions, product announcements, offers, and customer re-engagement messages | Choose carefully. Meta may reject or recategorize a template if its content does not match the selected category. #### ${color}[#445055](Step 3 — Name the template) Enter a descriptive name for the template. Template names can contain only lowercase letters, numbers, and underscores, such as `order_shipped`. Next, select the language used in the message. Create a separate language version for each language you want to support. #### ${color}[#445055](Step 4 — Write the message) __A template can contain four main components:__ * **Header** → optional text, image, video, or document * **Body** → the main message * **Footer** → optional secondary information * **Buttons** → optional quick replies or actions, such as opening a website or calling a phone number You can insert **variables** for information that changes between recipients: > Hello `{{1}}`, your order `{{2}}` has been shipped. When a template contains variables, Meta requires realistic sample values for each one during the review. __For example:__ * `{{1}}` → Sarah * `{{2}}` → CRP-2048 Each variable should have a clear purpose and should not make the message difficult to understand when reviewed. #### ${color}[#445055](Step 5 — Submit the template) Review the preview, then click **Submit**. The template status will appear in WhatsApp Manager as **Pending**, **Approved**, or **Rejected**. Once Meta approves the template, it becomes available in the WhatsApp template selector inside Crisp. Only approved templates can be sent from Crisp. --- # ${color}[#0080dd](Send the template from Crisp) Open the relevant WhatsApp conversation in [**Crisp**](https://app.crisp.chat). __To send an approved template:__ 1. Go to **Inbox → Conversation** and open the relevant WhatsApp conversation. 2. Open the **WhatsApp widget** in the right sidebar. 3. Select the template you want to use. 4. Complete each required variable. 5. Review the message, then send it. ![Send an approved WhatsApp template from the Crisp widget](https://storage.crisp.chat/users/helpdesk/website/-/8/7/a/e/87ae2703583ac800/cleanshot-2026-07-17-at-001217_ifitm4.png =400xauto) #### ${color}[#445055](Send templates programmatically) | To send approved templates programmatically, including to a list of contacts, use the [WhatsApp Business API](https://docs.crisp.chat/guides/messaging-apis/whatsapp-api/). --- # ${color}[#0080dd](Understand WhatsApp template pricing) WhatsApp Business Platform messages are billed according to **Meta's pricing rules**, which depend on the message category and recipient country. Starting **October 1, 2026**, Meta will also charge for **Utility template messages sent inside an open 24-hour customer service window**. These messages were previously free inside that window. Marketing and Authentication templates are already charged per delivered message, while Utility templates sent outside the 24-hour window are already chargeable. || The 24-hour customer service window still determines when you can send regular non-template replies. From October 1, 2026, Meta will also charge for those service messages. For the complete pricing rules and how WhatsApp billing works in Crisp, see [Understand WhatsApp Business Platform pricing](https://help.crisp.chat/en/article/how-to-connect-whatsapp-business-with-crisp-11rcwkw/#1-understand-whatsapp-business-platform-pricing). --- # ${color}[#0080dd](Send a catalog message template) A **catalog template** is a WhatsApp marketing message connected to your product catalog in **Meta Commerce Manager**. It lets customers browse your products directly inside WhatsApp instead of following an external link. 1. Create a catalog in **Meta Commerce Manager**. 2. Link the catalog to your WhatsApp Business Account. 3. Create a **Marketing** message template and select the product message option. 4. Wait for Meta to approve the template. 5. In Crisp, open **Inbox → Conversation → WhatsApp widget**, select the approved template, complete any message variables, then add the catalog **content ID** for the item you want to display in the message header. The customer can then tap **View catalog** to explore your products, images, and prices. ![Send a catalog message template from Crisp](https://storage.crisp.chat/users/helpdesk/website/-/8/7/a/e/87ae2703583ac800/cleanshot-2026-07-17-at-001231_4nznh3.png =400xauto) --- # ${color}[#0080dd](Troubleshoot a missing or rejected template) #### ${color}[#445055](The template is not available in Crisp) __Check that:__ * **Meta has approved the template** → pending or rejected templates are not displayed in Crisp * **The template belongs to the correct account** → it must have been created under the WhatsApp Business Account connected to Crisp * **The required language version is approved** → each language version must be available for the language you want to use If the template appears but cannot be sent, make sure every required variable has been completed. #### ${color}[#445055](The template was rejected by Meta) Check that the selected category matches the message content and that the message complies with WhatsApp Business messaging policies. You can edit and resubmit a rejected template. You can also request another review if you believe the rejection was incorrect.