WhatsApp Templates | Fyno Documentation

What you can do with WhatsApp External Templates

Create a new template and send it for approval.
Sync templates that already exist in your WhatsApp account.
Edit a template to reuse it.
Save a template as a draft before submitting.
Check the approval status of each template.
Re-sync templates after changes are made.

All the WhatsApp providers are listed here:

How WhatsApp External Templates work

Section	Description	Actions / Outcome
Create templates in Fyno	You can create a template in Fyno and submit it for approval.	Once Meta approves it, the template can be used to create a Fyno WhatsApp template.
Sync templates from WhatsApp	If a template already exists in your WhatsApp Business Account, connect the integration and sync it into Fyno.	After syncing, you can immediately use it without recreating it.
Manage everything in one place	From the External Templates page, you can manage all templates.	View templates, edit or duplicate them, save drafts, and re-sync to fetch their latest status.

WhatsApp Template Categories

When you submit a template, you must choose a category.
WhatsApp (Meta) reviews the content and decides whether the selected category is correct.

During review, Meta may change the category if the message intent matches a different one.

Category	Purpose	Typical usage
Marketing	Starts a conversation or promotes something	Offers, announcements, recommendations
Utility	Follows an action the user already took	Order updates, reminders, alerts
Authentication	Confirms a user’s identity	OTP, login verification

How Meta reviews the category

After you send a template for approval:

The template goes to Meta for policy review.
Meta checks the message content and intent.
If the category does not match the message purpose, Meta automatically assigns the correct category.
The final category appears after approval.

Examples:

A discount offer marked as Utility → changed to Marketing
A delivery update marked as Marketing → changed to Utility

For detailed rules and examples, refer to Meta Template categorization.

WhatsApp Template Statuses

Status	Description
Pending	Submitted and awaiting provider review (can take up to 24 hours). The template cannot be edited or used. Fields appear read-only.
Approved	Approved by Meta and ready to send messages.
Rejected	Rejected during review. Can be edited and resubmitted.
Paused	Paused due to repeated negative feedback. Cannot be used to send messages.
Suspended	Blocked due to policy or quality concerns. You can appeal via Meta.
Disabled	Disabled due to repeated negative feedback or policy violations. Cannot be used.

For more detail, check the see message_template_status_update webhook reference.

Meta Quality Rating

During the sync process, the system also fetches the Meta Quality Rating for each template.

Status	Meaning
Active – Medium Quality	Negative feedback received. Can still be sent but may soon be paused/disabled.
Active – Low Quality	Significant negative feedback. High risk of pause/disable. Immediate action recommended.

For more information, see Messaging Limits and Quality Rating.

Disclaimer

The image or video provided must be a sample for demonstration purposes only.
Do not include any real customer information or personally identifiable data.

Draft and Synced Versions

Every WhatsApp template in Fyno exists in relation to Meta approval.

Synced version

Shows the template status and content as per Meta.
This is the live production message customers receive.
Content cannot be edited.
To make updates, navigate to the Draft tab.

Change logs

The Change logs panel shows the history of updates made to a template.

It helps you track:

What was modified.
When it was modified.
Why a template went for re-approval.

A new entry appears when:

Message text is edited.
Variables are added or removed.
Buttons or links are updated.
Media is changed (image, video, document, etc.)
A new language is added.
The template is resubmitted after rejection.

This is useful when multiple team members work on the same template.

Common Rejection Reasons

Incorrect variable formatting

Variables missing or mismatched curly braces → use {{1}}
Special characters inside variables (#, $, %)
Non-sequential variables
{{1}}, {{2}}, {{4}}
{{1}}, {{2}}, {{3}}

Violation of WhatsApp Commerce Policy

If you offer goods or services for sale, all related content (descriptions, prices, taxes, legal disclosures) must comply with the policy.

Violation of WhatsApp Business Policy

Do not request sensitive identifiers such as:

Full payment card numbers.
Financial account numbers.
National ID numbers.
Sensitive documents.

Requesting partial identifiers (for example, last 4 digits) is allowed.

Abusive or threatening content

Content that includes:

Legal threats
Public shaming
Abusive or intimidating language

will be rejected.

Duplicate template submission

Templates with the same body and footer as an existing template are rejected as duplicates.

Tip: Review your template carefully before submission to avoid approval delays.