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Message Templates

WhatsApp requires pre-approved templates for any message you send first. If a customer wrote to you, you can reply freely. If you’re reaching out, you need a template Meta has approved.

ChatAgent uses templates for reorder reminders, promotion sends, and win-back campaigns.

What a template contains

Section titled “What a template contains”
  • Header — optional, can be text, an image, a video, or a document
  • Body — the message itself
  • Buttons — optional call-to-action or quick replies

When you need one

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Message Template needed?
Replying to a customer No
AI auto-reply to an incoming message No
Reorder reminder Yes
Abandoned cart Yes
Promotion Yes
Win-back Yes
Appointment reminder Yes

Creating one

Section titled “Creating one”

In the WhatsApp Business App

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  1. Go to Business Tools → Message Templates
  2. Click Create Template
  3. Pick a category — Marketing, Utility, or Authentication
  4. Write the message using placeholders like {{1}} and {{2}}
  5. Submit it

Meta usually reviews within a day or two.

In ChatAgent

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You can write templates from inside ChatAgent and have them submitted for you:

  1. Go to AI Settings → Repeat Orders or Campaigns
  2. Click Create Template
  3. Write the message using variables:
Variable What it fills in
{{customer_name}} The customer’s name
{{product_name}} What they ordered
{{order_date}} When they last ordered
{{days_since_order}} Days since that order
  1. ChatAgent submits it to Meta
  2. Once approved, it’s ready to use

Example templates

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Reorder reminder

Hi {{customer_name}},


It's been {{days_since_order}} days since you ordered {{product_name}}.
Time to restock?


Reply YES, or tap below to browse.

Abandoned cart

Hey {{customer_name}}, you left something behind.


{{product_name}} is still available.
Finish your order before it's gone.

Win-back

We miss you, {{customer_name}}.


Here's 10% off your next order:
Code WELCOME10


Reply SHOP to browse.

Status

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Status What it means
Pending Submitted, waiting on Meta
Approved Ready to send
Rejected Doesn’t meet WhatsApp policy — read the reason
Disabled Approved once, then pulled for quality issues

Writing templates that get approved

Section titled “Writing templates that get approved”

Keep them under 1024 characters. Use the variables, since personalized messages get better responses. Include one clear action, either a reply keyword or a button. Skip the all-caps and the emoji walls, which is what gets templates rejected. Test on a small group before you send wide.

Where to go next

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