Creating a WhatsApp Message Template in ChatSyncs

WhatsApp gives you a 24-hour window to reply freely once a customer messages you first — like a normal chat, type anything, hit send.

Outside that window, WhatsApp won't let you just type and send. You need a Message Template first — a message Meta (WhatsApp's parent company) checks and approves before you're allowed to use it. Think of it like a teacher checking your homework before you're allowed to hand it in.

• Why this rule exists: so businesses can't spam people with unlimited messages.
• The upside: once a template is approved, you reuse that same message again and again, for as many customers as you want — no re-approval needed each time.

Example:

• You run a clothing store.
• Every time an order ships, you want to tell the customer: "Your order has been shipped."
• Instead of typing that by hand for every single person, you write it once as a template and get Meta's approval one time.
• From then on, ChatSyncs sends it automatically — filling in each customer's own name and a Variable like the order number or discount amount for them.

Variables are the whole point#

A template only has to be written and approved once, but it goes out to every customer differently — that's what makes it worth doing instead of typing each message by hand. Variables are how: a placeholder like #!Discount!# in the template body, filled in with a real value — a different one per customer, per send — the moment the message actually goes out. The full syntax for every type of placeholder is in Custom Fields, Variables, Name, and AI Rewrite further down — but since a Template Variable is the reusable one you'll reach for most, here's how to create one before anything else.

Create a Template Variable first#

Why create one? A Custom Field only stores something permanent about a subscriber (their email, city). If what you need instead changes per message — a discount amount, an order total, a coupon code — and you want to reuse that same placeholder across multiple templates without redefining it each time, create a Template Variable once and insert it anywhere.

How to create one:

1. 1

   Open the Variables tab

   Go to Chatbot Manager → Automation → Message Templates, then click Variables next to Templates.

2. 2

   Click Create

   

   Enter a Variable Name with no spaces or special characters, e.g. Discount, OrderID, BookingID, CompanyName.

3. 3

   Save

   The variable now appears in the list and can be inserted into any template's Message Body using the Variables button in the toolbar.

Insert a variable using the #!VariableName!# syntax — note this is different from a Custom Field's single-# syntax:

Hi #User-Name#

Get #!Discount!# % OFF on your next purchase!

Your order #orderid# has been confirmed for #!Discount!# off.

Before sending, assign each variable a real value:

The customer receives:

Hi Rahul

Get 20 % OFF on your next purchase!

Your order ORD12345 has been confirmed for 20 off.

Template Variables let you personalize a single template per customer, reuse it across many subscribers, and avoid creating a near-duplicate template for every small change.

This page now walks through building the template itself, step by step.

Prerequisites#

• A WhatsApp Business Account connected to ChatSyncs.
• A clear idea of your message content — including any variables, buttons, or footer text you need.

Open Message Templates#

1. 1

   Open Chatbot Manager

   Go to Chatbot Manager.

2. 2

   Open the Automation tab

   Select Automation.

3. 3

   Click Message Templates

   Select Message Templates from the sub-tabs.

4. 4

   Click Create

   Click Create and pick a template type.

Six template types are available from the Create dropdown:

• General Template — the standard single-message template builder.
• WP Template — another single-message builder, mainly used for Marketing templates.
• Mixed Template — supports all three template categories (Marketing, Utility, Authentication/OTP) from one builder.
• Carousel Media Template and Carousel Product Template — swipeable multi-card templates; see How to Create and Use Carousel Media Templates for the full walkthrough.
• Default Template — system-created templates you don't build yourself.

General Template#

General Template is the standard builder — the same fields described under Mixed Template below (Template Name, Locale, Template Category, Header Type, Message Body, Footer Text, Buttons, live preview) apply here too.

Mixed Template#

A Mixed Template can be submitted as Marketing, Utility, or Authentication (OTP) — useful when you want one builder for any category instead of switching tools. See Utility vs. Marketing Templates for help choosing the right one.

Fields you fill in:

Every field has a length limit — see Character Limits for Media Message Templates before you write a long message.

Custom Fields, Variables, Name, and AI Rewrite#

The Message Body toolbar has four buttons, and each one inserts a different syntax — don't mix them up:

Example — a message built from all three placeholder types:

Hi #User-Name#

Get #!Discount!# % OFF on your next purchase!

Enjoy an exclusive #!Discount!# discount for a limited time. Use code **SAVE #!Discount!#** at
checkout.

Before sending, #User-Name# resolves to the subscriber's name automatically, and #!Discount!# resolves to whatever value you assign that Template Variable (see Add a reusable Template Variable below) — the same variable can appear more than once in one message.

See Template Variables vs Custom Variables — What's the Difference? for the full difference between a Custom Field and a Template Variable, and how each behaves when sending via the API.

Saving the template shows a confirmation toast like the one above, confirming it's been submitted for Meta's review.

Buttons#

Every builder has the same three Button options: None, Call To Action, or Quick Reply.

Call To Action opens a Button Type dropdown — URL or Phone — plus Button Text and an Action Value (the URL or phone number itself). Action Value has its own Variables button, so the destination can be personalized per subscriber too, e.g. https://example.com/order/#!OrderID!#. Up to two Call To Action buttons can be added.

Quick Reply instead adds up to three plain Button Text fields — short replies a customer taps instead of typing, e.g. Thank You, Not Interested.

The live preview panel updates as you configure buttons, so you can confirm exactly how they'll look before saving.

WP Template#

WP Template is another single-message builder, mainly used for Marketing templates. It includes the same building blocks as the other builders:

• Unique Template Name
• Locale selection
• Header options
• Custom Fields
• WP Variables (WP Template's own variable picker, alongside Custom Fields)
• AI Rewrite
• Footer Text
• Call To Action buttons
• Quick Reply buttons
• Live preview

Supported placeholders work the same as other builders — Custom Fields like #phone# or #email# (single #), and Template Variables like #!OrderID!# or #!BookingID!# (#!...!#) — see Custom Fields, Variables, Name, and AI Rewrite above for the full syntax reference.

Common use cases: promotional offers, product launches, property marketing, service promotions, lead follow-ups.

Approval status & Sync Template#

After saving, every template appears in the Message Templates list with a status — all custom templates must be reviewed by Meta before use:

• Pending — the status right after saving, before it's been sent to Meta for review.
• Submitted — sent to Meta and awaiting review; a template moves from Pending to Submitted once you click Sync Templates.
• Approved — ready to use in Keyword Replies, Broadcasting, Sequences, WhatsApp Flows, and AI Agent automations.
• Rejected — see Why Templates Get Rejected and How to Fix Them for the full status list (including Paused and Disabled), the fix, and how to resubmit.

Click Sync Templates any time to pull the latest status from Meta.

Using the template#

Once Approved, send it via:

• Broadcasting — a one-to-many send to a segment of your subscribers, see Broadcast Campaign.
• Live chat — sent directly to one subscriber from the inbox.
• Shopify & WooCommerce messages — automated order/shipping messages, if you've connected a store.
• Keyword Replies, Sequences, WhatsApp Flows, and AI Agent automations — any automation that needs to message a customer outside the 24-hour window.

Broadcasting with Template Buttons#

If a WhatsApp template contains buttons, it can be integrated with a Keyword Replies flow during broadcasting — tapping a template button hands the customer straight into that flow.

Prerequisites:

• A WhatsApp template with buttons, submitted and Approved by WhatsApp.
• The Keyword Replies flow you want the button to trigger, already built.

1. 1

   Open the Broadcast module

   Go to Broadcasting.

2. 2

   Select the approved template

   Pick the WhatsApp template with buttons.

3. 3

   Open Configure Action Button

   Navigate to Configure Action Button.

4. 4

   Choose the messaging window

   24 Hours (within the customer service window) or Anytime (non-promotional).

5. 5

   Select the Keyword Replies flow

   Pick which flow the template's button should trigger.

6. 6

   Save and start the broadcast

   Save the configuration, then start the broadcast.

Example:

Flow:

Broadcast
    │
    ▼
Customer receives template
    │
    ▼
Customer taps a template button
    │
    ▼
Assigned Keyword Replies flow is triggered
    │
    ▼
Bot continues the conversation

Related Documentation#

• Why Templates Get Rejected and How to Fix Them — statuses, the duplicate-and-resubmit flow, and a pre-submit checklist.
• Character Limits for Media Message Templates — header, body, footer, and button length limits.
• Utility vs. Marketing Templates — which Template Category to pick.
• Understanding Conversations and Their Types — how category choice affects what a template costs to send.
• How to Create and Use Carousel Media Templates — the full carousel walkthrough, limits, and troubleshooting.
• Create Templates in WhatsApp Manager and Sync to ChatSyncs — building templates in Meta's own dashboard instead.
• Template Variables vs Custom Variables — What's the Difference? — which one to use, and how each behaves in the API.
• Templates to Restart Conversations After Non-Working Hours — ready-to-use templates for a missed reply window.
• Understanding WhatsApp Quality Rating — how blocks and reports can get a template Paused or Disabled.

Frequently asked#