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# What are WhatsApp message templates and how do I create, submit, and track them in MyOperator?

| Tip
Quick answer: WhatsApp message templates are pre-approved message formats that businesses use to initiate conversations with customers outside the 24-hour service window.

* Templates are required for outbound messages sent more than 24 hours after a customer’s last reply.
* Template categories affect pricing: Utility and Authentication are typically cheaper, while Marketing often incurs higher rates.
* Templates ensure compliance with WhatsApp policies and allow businesses to send messages reliably and at scale.

Create a template in two phases:

1. Details phase – give the template a unique, lower-case name, pick one language (English, English US, or English UK), choose the correct category (Utility or Custom Marketing or Authentication), and assign the template to a single approved WhatsApp Business account.
2. Design phase – add an optional header, a mandatory body (≤ 1024 characters), an optional footer (≤ 60 characters), and optional buttons that follow Meta’s grouping rules.

Click Submit. Meta typically returns one of three statuses—Approved, Pending, or Rejected—within 5–20 minutes.

## When should I use this guide?

* You need a step-by-step checklist to create or edit a WhatsApp template that will pass Meta review the first time.
* You want to understand character limits, variable syntax, and button grouping rules.
* You must troubleshoot a rejected or auto-re-categorised template.

---

## 1. Prerequisites:

To create and use templates, you’ll need:

* A WhatsApp Business Account (WABA) connected to your Meta Business Manager
* A verified phone number
* Meta approval for your template (usually within 1–2 minutes)

## Key terms:

| Item | Requirement / Limit |
| --- | --- |
| Template name | Lower-case, alphanumeric, underscores only, ≤ 512 chars |
| Language | One of: English, English (US), English (UK) |
| Category | Utility or Custom Marketing |
| Variables | Use double braces `{{name}}`; one variable max in Header |

---

## 2. Template categories & use cases

| Category | Purpose | Typical examples |
| --- | --- | --- |
| Utility (Transactional) | Customer-initiated updates | Order confirmations, payment reminders, and feedback requests |
| Custom Marketing (Promotional) | Business-initiated offers | Sale announcements, product spotlights, engagement boosts |
| Authentication | OTP & Login Messages | For sending one-time passwords (OTP) or login codes to verify customer accounts |

||| Warning
Meta may auto-change the category during or after approval if your content doesn’t match your selection.

---

## 3. Step-by-step template creation

### Phase 1: Details

1. Go to the MyOperator panel and click WhatsApp on the left sidebar.
2. Click Templates, then Create Template.
3. Fill the form:
   1. Template Name – e.g. `order_confirmation_2025`
   2. Language – select one.
   3. WhatsApp Account – choose from the dropdown.
   4. Category – Utility or Custom Marketing or Authentication.
4. Click Create to enter the Design screen.

![](https://content.api.getguru.com/files/view/03c113b0-c0a3-4708-ae0e-c37ef730915b)

![](https://content.api.getguru.com/files/view/d305d316-d463-4c77-9c3d-2a71ff101227)

### Phase 2: Design components

After the user fills in the details, clicking “Create” will redirect them to the Templates design section.

![Design page for template](https://content.api.getguru.com/files/view/519aa7d1-468b-47c8-a2da-7d7873810883)

| Component | Limits | Notes |
| --- | --- | --- |
| Header (optional) | 1 item only. Types: Text, Image (JPG/PNG ≤ 5 MB), Video (MP4 ≤ 10 MB), Document (PDF ≤ 10 MB). Variables: 1 max. | Default = None |
| Body (mandatory) | ≤ 1024 chars | Supports bold, italic, strikethrough, emojis, multiple variables. |
| Footer (optional) | ≤ 60 chars | Plain text only |
| Buttons (optional) | See the next section | Up to 10 custom replies, OR 2 URL buttons OR 1 phone button |

Example body with variables

```
Hi {{name}},We’re offering a 20% discount specifically for your company, {{company_name}}.
```

![Message preview](https://content.api.getguru.com/files/view/931978c2-a6dc-465c-8b85-e0d3e666795d)

---

## 4. General button & group rules

1. Button groupings must follow one of these patterns:
   1. Quick Reply + Quick Reply
   2. Quick Reply + URL + Phone
2. Invalid patterns (e.g., URL + Quick Reply + URL) are rejected.
3. Button types:
   1. Phone – 1 max, no variables, opens dialer.
   2. URL – up to 2, static URL ≤ 2000 chars, button text ≤ 25 chars.
   3. Custom Reply – up to 10, returns button text, ≤ 25 chars, no variables.
4. Drag-and-drop to reorder; toggle off to remove a button.
5. The preview on the right side shows how the template (header, body, footer, and buttons) will appear on WhatsApp in real-time. This allows the user to adjust and edit content before submitting it for approval.

![](https://content.api.getguru.com/files/view/a60aec42-1747-4f66-8463-e290058f81bb)
![](https://content.api.getguru.com/files/view/40d04c2d-a11a-4bb7-b1c7-cf4d3ac4f945)
![](https://content.api.getguru.com/files/view/42380d0c-0e4a-4673-bad5-1c303ffa69f9)

![](https://content.api.getguru.com/files/view/30f7d33f-c989-4728-b83e-eb7cedff0d13)

---

## 5. Submission, statuses & listing

1. Click Submit.
2. Validation checks for duplicate names, missing fields, or invalid characters.
3. Meta review time: 5–20 minutes.
4. Status values displayed on the listing page:
   1. Pending – under review.
   2. Approved – ready to use.
   3. Rejected – create a new template; edits to a rejected template are not allowed.

![](https://content.api.getguru.com/files/view/330d03d2-6ce0-4d29-b373-0e4e960222fa)

---

## 6. When does this NOT work?

* Choosing the wrong category (e.g., “Utility” for a sales blast) → Meta auto-switches category or rejects.
* Violating naming rules (uppercase, spaces, special characters) → form error, no submission.
* Mixing invalid button groups → template rejected.
* Attempting Authentication templates → not yet available in Phase 1 rollout.

---

## 7. Can I use the same template in multiple WhatsApp accounts?

No. Each WhatsApp message template is tied to a specific WhatsApp Business Account (WABA). Templates are not shared across multiple accounts, even within the same Meta Business Manager.

---

## 8. Best Practices for WhatsApp Templates

* Keep body text under 1024 characters.
* Write clear, concise, and customer-friendly content.
* Avoid vague terms like “click here” → be descriptive (“Track order”).
* Always match category to intent:
  * Utility → service updates
  * Authentication → OTP/login
  * Marketing → promotions/engagement
* Test placeholders with real sample data before submission.
* Use short, descriptive template names (e.g., `order_update_2025`).

---

## 9. Benefits of Template Messages

* Keep conversations compliant with WhatsApp’s rules.
* Ensure faster delivery beyond the 24-hour response window.
* Personalise messages with placeholders for a better customer experience.

---

## 10. Troubleshooting guide

| Symptom | Likely cause | Fix |
| --- | --- | --- |
| Template stays Pending > 20 min | Meta queue | Wait or re-submit after 60 min |
| Rejected with “Content mismatch” | Category doesn’t match message | Recreate the template with the correct category |
| “Name already in use” error | Duplicate name | Rename (e.g., append `_v2`) |
| Button group warning | Invalid mix/order | Re-arrange to a valid grouping |

---

Keywords: WhatsApp template creation, MyOperator WhatsApp Business API, Utility template, Custom Marketing template, Meta template approval