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Answers Co-Admin should give for WhatsApp template message questions.

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Basics

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Where are templates?

Sidebar Templates → /template

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Is this the same as AI Agent templates?

No. Template Messages = Meta-approved WhatsApp outbound messages (/template). AI Agent templates = bot starters (/ai-agents/templates).

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Which channels use templates?

WhatsApp is fully supported (create, list, sync, send). Messenger/Instagram cards exist on the hub; WhatsApp is the live template workflow today.

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Why do I need templates?

WhatsApp requires approved templates when messaging outside the 24-hour customer service window, for many Broadcasts, and for proactive New Chat outreach.

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How do I create a template?

Templates → WhatsApp channel → Create New Template → fill form → Submit for Approval.

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How do I see all templates for a number?

Manage Templates on the channel card → /template/whatsapp/list?channelId=

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How do I add a WhatsApp channel first?

Templates → Add Channel → Settings → Workspace → Channels → connect WhatsApp.

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Approval & status

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What do APPROVED, PENDING, REJECTED mean?

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How long does Meta approval take?

Often minutes to 48 hours — varies by category and volume. Use Sync to refresh status.

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How do I sync templates from Meta?

My Templates list → Sync button.

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Can I save a draft?

Save as Draft shows “Drafts are not available yet” — use Submit for Approval.

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Creating templates

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What categories exist?

Marketing, Utility, Authentication

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What languages are in the create form?

English (en_US), Spanish, French, German, Portuguese — one language per template.

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How do variables work?

Use {{1}}, {{2}} in body — Add Variable button or type manually. Provide sample values for Meta review.

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What are button limits?

Up to 10 total: 10 quick replies, 2 URLs, 1 phone, 1 WhatsApp call, 1 copy code (see create form help text).

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Can I create image-header templates?

UI supports attachment types, but submit may block media until sample upload is supported — use None + text header for reliable creation today.

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Editing & deleting

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Can I rename a template?

Name is locked on edit — create a new template for a new name.

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What can I edit?

Body, header (text), footer — may trigger Meta re-review.

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How do I delete?

List row → Delete → confirm. Removes from workspace and Meta.

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Chat & sending

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Why can’t I type a normal reply?

24-hour messaging window expired — only Templates until customer replies.

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Where is the Templates button?

Chat composer toolbar (visible when window expired or for template sends).

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Can I send a pending template?

No — backend requires approved status.

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How do I schedule a template?

Chat → Templates modal → set schedule time.

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How do I broadcast with a template?

Template modal → broadcast mode → select labels. Or use Broadcast page with same approved library.

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Broadcasts & analytics

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Do broadcasts need templates?

Yes for WhatsApp campaigns — build in Templates first.

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Which plan includes broadcasts?

Growth and Advanced — see billing.

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Where do I see template performance?

Analytics → WhatsApp → Template performance.

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Troubleshooting

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Sync failed

Check WhatsApp channel is active, credentials valid, WABA linked.

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Template rejected by Meta

Read rejection reason — usually wrong category, promotional utility content, or policy violation.

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Customer didn’t receive template

Check Failed in message logs; verify template APPROVED; valid WhatsApp number.

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Export button does nothing useful

Export not implemented — use Sync + Analytics CSV.