> ## Documentation Index > Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt > Use this file to discover all available pages before exploring further. # WhatsApp Templates > Create approved WhatsApp message templates in WhatsApp Manager and send them from the Chatbase Helpdesk ## Overview WhatsApp message templates are pre-approved messages required by Meta to contact customers outside the 24-hour conversation window. When a customer hasn't messaged you in the last 24 hours, you must use an approved template to re-initiate the conversation. Chatbase supports **Utility**, **Authentication**, and **Marketing** templates. All template categories can be sent from both the Helpdesk and [Outbound Campaigns](https://chatbase.co/docs/user-guides/chatbot/outbound-campaigns.md). > **What you can do:** > > Reach a customer after their 24-hour reply window has closed, with a template Meta has already approved and variables filled in from the ticket. ## Before you start * A connected WhatsApp integration in Chatbase. If you haven't connected one, follow the [WhatsApp integration setup guide](https://chatbase.co/docs/user-guides/integrations/whatsapp.md) first. * Access to [WhatsApp Manager](https://business.facebook.com/wa/manage/message-templates/) * An approved WhatsApp Business Account ## Creating a template in WhatsApp Manager **1. Open Message Templates** Navigate to [WhatsApp Manager](https://business.facebook.com/wa/manage/message-templates/) and open **Message Templates**. ![WhatsApp Manager Message Templates page](https://mintcdn.com/chatbase/QRzUu31T0Hw8fzLf/user-guides/integrations/images/whatsapp-templates/meta-1-message-templates.png?fit=max\&auto=format\&n=QRzUu31T0Hw8fzLf\&q=85\&s=c2c2a997fddc580927e2823cd8106745) **2. Create the template** Click **Create Template**. ![Click Create Template](https://mintcdn.com/chatbase/QRzUu31T0Hw8fzLf/user-guides/integrations/images/whatsapp-templates/meta-2-create-template.png?fit=max\&auto=format\&n=QRzUu31T0Hw8fzLf\&q=85\&s=9c67f83893e7ccd45eb25d3b3ca401e5) **3. Choose a category** Choose a template category: * **Utility**: for order updates, account notifications, and transaction confirmations * **Authentication**: for verification codes and login confirmations ![Choose template category](https://mintcdn.com/chatbase/QRzUu31T0Hw8fzLf/user-guides/integrations/images/whatsapp-templates/meta-3-choose-category.png?fit=max\&auto=format\&n=QRzUu31T0Hw8fzLf\&q=85\&s=f4cb052fcf538e942cd32c18bfa44d6b) > [!NOTE] > > All template categories (**Utility**, **Authentication**, and **Marketing**) can be used in both the Helpdesk and [Outbound Campaigns](https://chatbase.co/docs/user-guides/chatbot/outbound-campaigns.md). **4. Name the template and pick a language** Enter a name for your template and select the language. ![Enter template name and select language](https://mintcdn.com/chatbase/QRzUu31T0Hw8fzLf/user-guides/integrations/images/whatsapp-templates/meta-4-name-and-language.png?fit=max\&auto=format\&n=QRzUu31T0Hw8fzLf\&q=85\&s=2e82be59e2bf4256447455520cebb710) **5. Write the body text** Write your template body text. You can include variables such as `{{1}}` and `{{2}}`, which are filled in when sending the template from Chatbase. ![Write template body text](https://mintcdn.com/chatbase/QRzUu31T0Hw8fzLf/user-guides/integrations/images/whatsapp-templates/meta-5-body-text.png?fit=max\&auto=format\&n=QRzUu31T0Hw8fzLf\&q=85\&s=9261966cf48774f38c60955bc14271c9) **6. Submit for review** Click **Submit for Review**. ![Submit template for review](https://mintcdn.com/chatbase/QRzUu31T0Hw8fzLf/user-guides/integrations/images/whatsapp-templates/meta-6-submit-review.png?fit=max\&auto=format\&n=QRzUu31T0Hw8fzLf\&q=85\&s=b9ff34ecddd4ad06c4f3a9de129a2f3e) > [!NOTE] > > Meta reviews templates before they can be used. The review usually takes a few minutes, but can take longer. Your template must be approved before it appears in Chatbase. ![Template submitted for review](https://mintcdn.com/chatbase/QRzUu31T0Hw8fzLf/user-guides/integrations/images/whatsapp-templates/meta-7-submit-review.png?fit=max\&auto=format\&n=QRzUu31T0Hw8fzLf\&q=85\&s=bd3a30938868fbcf0249dd3dafced851) > [!TIP] > > To improve your chances of approval, keep your message clear and concise, avoid promotional language, and clearly specify the transactional or authentication purpose of the template. > [!WARNING] > > Meta charges fees for each template message sent. Fees vary by country and template category. See [Meta's WhatsApp pricing](https://developers.facebook.com/docs/whatsapp/pricing) for current rates. ## Sending a template from the Helpdesk Once your template is approved in Meta, you can use it to message customers from the Chatbase Helpdesk. **1. Open the Helpdesk inbox** ![Helpdesk inbox](https://mintcdn.com/chatbase/QRzUu31T0Hw8fzLf/user-guides/integrations/images/whatsapp-templates/helpdesk-1-inbox.png?fit=max\&auto=format\&n=QRzUu31T0Hw8fzLf\&q=85\&s=4c6f67613a624275424211af5b3c72b6) **2. Open a WhatsApp ticket** Navigate to or open a WhatsApp ticket with the contact you want to message. ![Open a WhatsApp ticket with a contact](https://mintcdn.com/chatbase/BFVaHeOgBCVjN9KO/user-guides/integrations/images/whatsapp-templates/helpdesk-2-conversation.png?fit=max\&auto=format\&n=BFVaHeOgBCVjN9KO\&q=85\&s=eb543eb6582716dbb954c3d1f0b901d7) **3. Choose a template** When the 24-hour reply window has closed, you'll see a notice that sending messages is no longer allowed. Click **Choose template**. ![WhatsApp ticket showing the expired 24-hour window notice with Choose template button](https://mintcdn.com/chatbase/QRzUu31T0Hw8fzLf/user-guides/integrations/images/whatsapp-templates/helpdesk-3-select-template.png?fit=max\&auto=format\&n=QRzUu31T0Hw8fzLf\&q=85\&s=ab6878809ff2c4b2d2ad689652505153) Browse your approved templates in the picker. You can search by name and filter by category: **Marketing**, **Utility**, or **Authentication**. ![Template picker dialog showing search bar, category filter, and template grid](https://mintcdn.com/chatbase/BFVaHeOgBCVjN9KO/user-guides/integrations/images/whatsapp-templates/helpdesk-template-picker.png?fit=max\&auto=format\&n=BFVaHeOgBCVjN9KO\&q=85\&s=b5bb5810402ec55b38239a7881f05536) **4. Map the variables** Select a template. If it includes variables such as `{{name}}`, an inline editor appears where you map each variable to a value. Click a variable token to open the mapping popover: * **Customer field**: pulls from the ticket customer's data (name, email, or phone number). * **Free text**: enter a static value manually. ![Inline template editor showing variable mapping popover with customer fields and free text options](https://mintcdn.com/chatbase/BFVaHeOgBCVjN9KO/user-guides/integrations/images/whatsapp-templates/helpdesk-template-variables.png?fit=max\&auto=format\&n=BFVaHeOgBCVjN9KO\&q=85\&s=6919a11e96932851497051b5d102d719) Fill in each variable. The popover shows the customer's resolved values next to each field so you can pick the right one. You can also type a custom value in the free text input and click **Use**. ![Variable mapping popover with a value filled in](https://mintcdn.com/chatbase/BFVaHeOgBCVjN9KO/user-guides/integrations/images/whatsapp-templates/helpdesk-template-variables-filled.png?fit=max\&auto=format\&n=BFVaHeOgBCVjN9KO\&q=85\&s=89bedeb7dfab800f508994464b1e48ca) **5. Preview and send** Once all variables are filled in, preview the final message and click **Send**. ![Template with all variables filled in and Send button enabled](https://mintcdn.com/chatbase/BFVaHeOgBCVjN9KO/user-guides/integrations/images/whatsapp-templates/helpdesk-template-ready.png?fit=max\&auto=format\&n=BFVaHeOgBCVjN9KO\&q=85\&s=8304baf908fbb39558b14ee0776a1051) The template message appears in the conversation thread. If the 24-hour window is still closed, you can send another template or wait for the customer to reply. ![Sent template message in the conversation thread with the expired window banner below](https://mintcdn.com/chatbase/BFVaHeOgBCVjN9KO/user-guides/integrations/images/whatsapp-templates/helpdesk-template-sent.png?fit=max\&auto=format\&n=BFVaHeOgBCVjN9KO\&q=85\&s=517c30ee5de54ea973443150c4553e9d) > [!NOTE] > > **Understanding the 24-hour window:** WhatsApp allows free-form messaging only within 24 hours of the customer's last message. After that window expires, you must use an approved template to re-initiate the conversation. Once the customer replies, the 24-hour window resets and you can send free-form messages again. > [!WARNING] > > Make sure you've added a payment method in your [Meta billing settings](https://business.facebook.com/billing_hub). Without one, template messages may fail to send. ## Limitations * **Templates must be approved by Meta** before they appear in Chatbase. * **Meta charges per template message sent,** with fees varying by country and category. * **Free-form messaging only works inside the 24-hour window.** Outside it, a template is the only way to reach the customer. ## Troubleshooting > **Template not appearing in Chatbase** > > **Possible cause:** the template hasn't been fully approved in Meta. > > **Solution:** check the approval status in WhatsApp Manager. All template categories (Utility, Authentication, and Marketing) are available in both the Helpdesk and [Outbound Campaigns](https://chatbase.co/docs/user-guides/chatbot/outbound-campaigns.md) once approved. > **Message failed to send** > > **Possible causes:** > > * The contact doesn't have a valid WhatsApp phone number > * No payment method is configured in Meta billing > > **Solutions:** > > * Confirm the contact's WhatsApp phone number is valid > * Add a payment method in your [Meta billing settings](https://business.facebook.com/billing_hub) ## Next steps > **[Outbound Campaigns](https://chatbase.co/docs/user-guides/chatbot/outbound-campaigns.md)** > > Send approved templates to many contacts at once, rather than one ticket at a time. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.