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.

Before you start

Before creating a template, make sure:

• Your WhatsApp Business Account is connected to Crisp → follow this setup guide
• 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

Create a WhatsApp message template

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.

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.

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

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.

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.

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.

Send the template from Crisp

Open the relevant WhatsApp conversation in Crisp.

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 templates programmatically

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.

Troubleshoot a missing or rejected template

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.

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.

Updated on: 17/07/2026