If you prefer a hands-on approach, you can utilize the WhatsApp Manager to manually craft templates tailored to your business needs. Alternatively, for a more automated solution, consider leveraging the Business Management API to streamline the template creation process. Both options offer flexibility, allowing you to choose the method that best aligns with your workflow and preferences.
To increase the likelihood of a successful submission, steer clear of common pitfalls that often lead to rejections. Be mindful of the following reasons, and take precautionary measures to avoid these mistakes during your template creation and submission process.
Should your message template face rejection, you will receive a notification in Business Support Home providing the specific reason for the rejection. To view these rejections, simply follow the path: Business Support Home > Account Overview > View my accounts (button) > (your Meta Business Account) > (your WABA) > Rejected message templates. Additionally, a detailed rejection information email will be sent to keep you informed of the status and guide you through the necessary steps for resolution.
In the Business Support Home notification, you will find details regarding the existing template that shares the same content as the rejected duplicate. This includes information on the template name and language. If you wish to address this issue, you have the option to edit the template and submit it again for approval. Utilizing this information will help streamline the resolution process and ensure a successful re-submission of your message template.
Message templates can assume various statuses, including
To check a template's status, navigate to WhatsApp Manager > Overview. Hover over the suitcase icon (Account tools) and click on Message templates. If you manage multiple WhatsApp Business Accounts, select the specific account from the dropdown menu in the top-right corner to view the template statuses associated with that account.
Template pacing serves as a mechanism to facilitate early feedback from customers on newly created or unpaused marketing templates. This system is designed to identify and temporarily pause marketing templates that receive poor feedback or engagement. This proactive approach provides you with the opportunity to adjust the template content before it reaches a larger audience, minimizing the potential impact of negative feedback on your business.
Newly created marketing templates and paused templates that are reactivated are subject to pacing to ensure optimal quality. Our pacing criteria are primarily based on your business's template quality history. When utilizing a newly created or recently unpaused marketing template, messages are initially sent normally. However, once an unspecified threshold is reached, subsequent messages using that template will be temporarily held to allow sufficient time for customer feedback. This approach aims to maintain high template quality and mitigate any potential negative impact on your business.
The messages endpoint provides an immediate response indicating whether the message was sent or held. This is conveyed through the new message_status property in the message object. This response feature is available across all versions of the API, ensuring consistency in tracking the status of your messages.
In the event of positive feedback that elevates the template's quality rating to high quality, any held messages will be promptly released and sent as usual. The message_template_quality_update webhook will transmit the quality update, and the messages webhook will subsequently provide updates for both sent and delivered messages.
Certainly! If the feedback indicates that the template's quality is perceived as low, you might consider using the following alternative message:
It sounds like you have implemented internal guardrails to manage and evaluate pacing decisions efficiently, especially to avoid any negative impact on time-sensitive campaigns. The goal of ensuring that campaign messages with the highest throughput still get delivered within an hour (99th percentile) is a good practice for maintaining effective communication and meeting user expectations.
If you have any specific questions or if there's a particular aspect you'd like assistance with regarding your pacing decisions or campaign delivery goals, feel free to provide more details, and I'll do my best to help!
In the event that our internal guardrails are triggered before a template accumulates sufficient feedback to determine its quality as either high or low, any pending messages will be released as usual. This includes both the held messages and any relevant messages tied to webhooks.
Each message template is assigned a quality rating, determined by factors such as usage, customer feedback, and engagement. The quality rating for a message template with an Active status will be visible in the WhatsApp Manager. You can find this rating displayed after a hyphen in the message template's status.
Approved message templates initially undergo a Quality pending assessment. Continuous negative feedback or low engagement can lead to a change in the template status. While an Active status permits message delivery, any shift to another status restricts customer dissemination until it reverts to Active.
You can receive notifications about changes to a template's quality rating by subscribing to the message_template_quality_update field. This allows you to stay informed about any updates or adjustments in the template's overall quality assessment.
If a message template receives the lowest quality rating (Active - Low quality), an automatic pause is implemented for a designated duration. This measure aims to preserve the quality rating of phone numbers associated with the template. The specific pausing durations are as follows:
When a message template is paused (status of Paused), it becomes ineligible for sending to customers. Consequently, any ongoing automated messaging campaigns relying on that template should be temporarily halted. While there is no charge for attempting to send a paused message template, and such attempts do not count against your messaging limit, the API will reject these endeavors. It is advisable to resume these campaigns only when the template's status has been reinstated to Active.
If you believe that editing a paused template could mitigate negative feedback and enhance user engagement, you have the option to make necessary adjustments. However, it's essential to note that once you edit a message template and submit it for approval, its status will transition to In Review. During this phase, the template cannot be sent to customers until it undergoes re-approval and its status is set back to Active.
Consider revising your business logic, including targeting strategies and delivery parameters, if you perceive that they are causing negative feedback or diminishing engagement. Making adjustments in these areas can potentially enhance your overall performance and customer satisfaction.
Temporarily pausing message templates won't have an immediate effect on the business phone number used for sending them. The phone number's message limit and status won't be immediately affected. It's important to note that other high-quality message templates can still be sent from the same phone number during the pause. However, it's crucial to monitor the quality of your message templates, as consistent low-quality status may eventually impact the phone number's performance. Regularly assessing and improving the quality of your message templates can help maintain a positive impact on your business phone number.
Once a message template has been paused, you will receive notifications through various channels for your convenience. Notifications will be sent via WhatsApp Manager, email, and webhook if you are subscribed to message template change webhooks. If you haven't set up webhooks yet, you can refer to the "Monitoring Status Changes" documentation for guidance on webhook setup. For reference, you can find a sample webhook payload in the "Examples - Template Paused" section to understand the information included in the notification. This multi-channel notification system aims to keep you well-informed about any changes or pauses in your message templates.
Upon reaching the designated pause duration, the template will automatically resume its activity, transitioning to an Active status. At this point, you can proceed to send it to your customers. If you had temporarily halted any automated messaging campaigns linked to the paused template, they should resume seamlessly. Nevertheless, it is advisable to suspend any campaigns relying on a paused template until it is fully unpaused. This precautionary measure ensures a smooth reactivation, as our APIs may reject requests associated with campaigns relying on a template that is still in a paused state.
Additionally, please note that upon resumption, the template's quality rating will be reset to a value determined by the latest customer feedback it has received. This ensures that the template's performance evaluation accurately reflects its recent interactions, allowing for a more precise assessment of its effectiveness. It's recommended to monitor and adapt your messaging strategy based on this updated quality rating for optimal customer engagement.
Similar to pause notifications, you will receive alerts through WhatsApp Manager notifications, emails, and webhooks once the template's status has transitioned to Active. This multi-channel notification system ensures that you are promptly informed of any changes, allowing you to stay informed and take necessary actions in a timely manner. Keep an eye on these notifications to seamlessly manage your templates and maintain effective communication with your customers.
With the implementation of Template Pacing, we are also introducing the capability to unpause any paused template through the following methods:
Note that templates paused during Template Pacing must be manually unpaused (API or WhatsApp Manager) before they can be used again.
In the event that your submission faces rejection, you have the option to initiate an appeal. Ensure that your appeal includes a sample of your work. Additionally, if a previously sanctioned template has been deactivated, you may edit and resubmit it for reconsideration and approval. Your diligence in providing a compelling sample will greatly contribute to the success of your appeal.
In the WhatsApp Manager:
Your appeal will undergo review, and a decision will be reached within the next 24 hours. We appreciate your patience during this process and assure you that our team is diligently assessing the appeal to provide a fair and timely resolution. Thank you for your understanding.