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Core FeaturesTemplatesExternal TemplatesWhatsApp Templates

Create a Utility WhatsApp Template

Use a Utility template for transactional messages that follow an action the user already took, such as order confirmations, delivery updates, payment alerts and account notifications. Creating one takes four steps:

  1. Create the template
  2. Build the message
  3. Add more languages (optional)
  4. Save or send for approval

Meta may automatically recategorize a Utility template as Marketing based on its template policies. Keep the content strictly about the user’s existing activity, such as an order, payment, renewal or alert.

Step 1: Create the template

Navigate to Templates → External → WhatsApp Templates, then click Create. Fill in the dialog and click Create Template.

FieldWhat to enter
Template NameA unique name in lowercase, with underscores instead of spaces. For example, order_shipped_update.
IntegrationsThe WhatsApp Business Account to create the template in. The template can only send messages from this account’s phone numbers.
CategorySelect Utility.
LanguageOne or more languages. You can add or remove languages later.

Step 2: Build the message

A Utility message has a header, body, footer and buttons. The Preview on the right shows how it looks.

1

Add a header (optional)

The header appears at the top of the message. For Utility messages, keep it informational. Choose one type.

Enter a short title in Header Content (maximum 60 characters), such as Payment successful or Order update. You can add one variable, with a sample value.

Click Choose JPG or PNG file and upload a sample image (maximum 5 MB).

Click Choose MP4 file and upload a sample video (maximum 16 MB).

Click Choose PDF file and upload a sample document (maximum 100 MB).

Shows a location, with its name and address, above the message body.

Media samples are only used by Meta to review your template. Do not include any customer information.

2

Write the body

Enter the main message (maximum 1,032 characters). Describe the notification clearly and refer to the user’s existing activity. You can format text and add variables. Provide a sample value for every variable so Meta can review the message.

4

Set the message validity period

Choose how long Meta tries to deliver the message, for example 30 days. If it isn’t delivered in time, you aren’t charged and the recipient doesn’t see it.

5

Add buttons (optional)

Buttons should help the user complete their existing action. Click Add Button and choose a type.

Opens a WhatsApp Flow.

FieldWhat to enter
Button TitleThe button text users see.
Flow IDThe ID of the flow, generated in Meta.
Flow ActionNavigate opens a specific screen. Data Exchange sends or receives data.
Navigate ScreenThe name of the first screen of the flow.

The user sends a predefined reply, such as Yes or No.

Lets users opt out of receiving marketing messages.

Opens a website. Use a static URL to send the same link to everyone, or select Dynamic URL to send a different link to each user, such as a payment link. Select Track URL to track clicks with Fyno Shorty.

Step 3: Add more languages (optional)

To reach users in different regions, click Add next to Languages and add a version of the template in each language. Translate the message and button text, and keep the same variables in every language.

Step 4: Save or send for approval

When your template is ready, save it as a draft or send it to Meta for approval. See Save as Draft vs Send for Approval.