WhatsApp Templates

WhatsApp Cloud API requires pre-approved message templates for starting conversations with customers. Templates ensure your messages meet Meta's quality standards.

Go to WhatsApp Templates in your dashboard sidebar to manage templates.

Sync templates from Meta

If you've already created templates in Meta Business Manager, sync them to Bouncer:

1. Select your Cloud API instance from the dropdown
2. Click Sync Templates
3. Your templates will appear in the list

Syncing imports all templates from your WhatsApp Business Account, including their current approval status.

Create a new template

1. Click Create Template
2. Select your Cloud API instance
3. Fill in the template details:
   • Name - Lowercase letters, numbers, and underscores only (e.g., order_confirmation)
   • Category - Utility, Marketing, or Authentication
   • Language - Select from available languages
4. Build your template content:
   • Header (optional) - Text, image, video, or document
   • Body - Your message text
   • Footer (optional) - Small text at the bottom
   • Buttons (optional) - Quick replies, URLs, or phone numbers
5. Click Submit for Review

Using variables

Add dynamic content to your templates using variables:

Hi {{1}}, your order #{{2}} has been shipped!

Variables are numbered sequentially: {{1}}, {{2}}, {{3}}, etc. You'll provide the actual values when sending the message.

Adding buttons

Templates can include up to 3 buttons:

• Quick Reply - Predefined response options
• URL - Link to a website (can include one variable)
• Phone Number - Click-to-call button
• Copy Code - For authentication codes

Template statuses

After submitting, Meta reviews your template:

If your template is rejected

1. Check the rejection reason in Meta Business Manager
2. Edit your template to address the issue
3. Resubmit for review

Common rejection reasons:

• Promotional content in Utility category
• Missing opt-out option for Marketing
• Placeholder text or test content

Template categories

Utility

For expected, non-promotional messages:

• Order confirmations and updates
• Appointment reminders
• Shipping notifications
• Account alerts

Utility templates have the highest delivery rates and lowest costs.

Marketing

For promotional content (requires customer opt-in):

• Special offers and discounts
• Product announcements
• Newsletters
• Re-engagement campaigns

Marketing templates require explicit customer consent and must include opt-out instructions.

Authentication

For verification and security:

• One-time passwords (OTP)
• Login verification codes
• Account verification

Authentication templates have special formatting and a short expiry time.

Sending template messages

Once approved, use templates to start conversations:

1. Open a conversation in the team inbox
2. Click the template icon
3. Select your template
4. Fill in any variable values
5. Send

You can also send templates via the API. See the API documentation for details.

Best practices

• Be specific - Use clear, descriptive template names
• Choose the right category - Miscategorization leads to rejections
• Test variables - Ensure your variable placeholders make sense
• Keep it concise - Shorter messages have better engagement
• Avoid spam triggers - Don't use ALL CAPS or excessive punctuation