How to use WhatsApp Messages Templates in Manychat

WhatsApp Message Templates allow businesses to engage with their clients outside the 24-hour window. These templates are essential for launching promotional and notification campaigns and for sending proactive messages through automations, Live Chat, and Broadcasts.

What is a Message Template

WhatsApp Message Templates are standardized message formats, verified and approved by WhatsApp, that businesses use to reach contacts in the following scenarios:

• When you want to engage in communication outside the 24-hour messaging window.
• When a contact has shared their phone number but has not previously interacted with your business account on WhatsApp.

In both cases, ensure that the contact has given prior consent to receive your message in accordance with WhatsApp Business Messaging Policy.

Eligibility requirements

To use WhatsApp Message Templates in Manychat, please ensure you meet the following requirements:

1. Active Pro subscription: You must have an active Manychat Pro subscription, as sending Message Templates is a paid feature.

2. Sufficient funds: Ensure that your Manychat Wallet has sufficient funds, as charges for sending Message Templates will be deducted from your Wallet, similar to SMS messages. For more information on the pricing and billing structure, please refer to the articles WhatsApp conversation-based pricing and WhatsApp pricing guide.

3. Permissions: Only an Admin or Editor can create and submit new Message Templates to WhatsApp for approval.

⚠️ Note: Message Templates created outside Manychat will not appear in this list and cannot be used within Manychat. We strongly recommend creating and editing Message Templates directly through Manychat to ensure full compatibility.

How to create Message Templates

To create a new Message Template, navigate to Settings → WhatsApp → Message Templates → New template. Please note that only users with Editor or Admin roles will see this button.

In the next window, follow the steps:

• Enter the template name
• Select one of the message categories: Marketing or Utility.
• Choose a language for your template. By default, English is pre-selected.
  ⚠️ WhatsApp requires you to select a language for all Message Templates. Otherwise, WhatsApp can reject your template.

Next, you have the option to enhance your Message Template by adding an attachment. You can include an image, video, file, or header text. This feature allows you to create more engaging and informative templates, which can lead to higher conversion rates.

💡 Tip: Our research shows that contacts are twice as likely to engage with your messages when you include an informative video or image. 

Attachment requirements

Please ensure that your attachments meet the following size and format requirements:

• Images: Must be in JPG, JPEG, or PNG format and no larger than 5 MB.
• Videos: Must be in MP4 or 3GPP format and no larger than 16 MB.
• Files: Must be in PDF format and no larger than 16 MB.

Fill in the body of your template with text, emojis, or variables. When using variables, be sure to provide example values to help WhatsApp validate them effectively.

You can optionally include a footer note at the end of your text. This is a small section for secondary text:

You have the option to add interactive buttons to your Message Template. You can choose from:

• URL Button: Allows recipients to click a link.
• Reply Buttons: Enables recipients to respond with predefined options.

⚠️ You can include either 1 URL Button or up to 3 Reply Buttons, but not both.

For the URL Button, complete the required fields. You also have the option to use a variable to make your URL dynamic:

For Reply Buttons, just enter your text:

When your Message Template is complete, you can submit it to WhatsApp for validation by clicking the Send to Review button:

⚠️ Important: Please note that once you click Send to Review, you will no longer be able to edit the template. Ensure that all details are accurate and finalized before initiating the review process.

Message Template validation process

After submitting your Message Template, you can check its status by navigating to Settings → WhatsApp → Message Templates. Templates can have one of the following statuses:

• Review: The template has been submitted but has not yet been approved.
• Approved: The template has been approved and is ready to use.
• Declined: The template has been rejected by WhatsApp.

Reasons for rejection

If your Message Template is rejected, it could be due to one of the following issues:

• Incorrect formatting
• Content that violates WhatsApp’s Commerce Policy
• Content that violates WhatsApp’s Business Policy
• Potentially abusive or threatening content

Refer to the official Message Templates Guidelines for detailed guidelines. For more information on the specific reasons for rejection, check your WhatsApp Business Manager:

How to send Message Templates

Once your Message Templates have been approved, you can use them in Manychat through the following methods:

1. Send as part of automation: Incorporate Message Templates into your automated workflows to ensure timely and consistent communication.

2. Send via broadcast: Use Message Templates to reach out to multiple contacts at once through a broadcast.

3. Send via Live Chat: Directly send Message Templates to individual contacts during live chat interactions.

How to send Message Templates via automation

If you want to use a Message Template as part of your automation, start by creating a WhatsApp node in the Flow Builder. Then, select the Send outside 24-hour window option and choose a Message Template from the list. Note that you can only use and send approved Message Templates.

Please note that you can't edit your Message Template at this point. 

If your Message Template contains Buttons, you can connect them with further automation as well as the Message Template node itself:

How to send Message Templates via Broadcasts

The best way to engage contacts outside the 24-hour window is to send a Broadcast with Message Templates. Go to Broadcast → Broadcast from Automation → choose one of your automations and click Pick This Automation:

To set up targeting, add specific conditions in the Target Audience:

On this page, you can customize your settings by applying conditions such as Tags and Custom User Fields to refine your audience according to your specific preferences:

How to send Message Templates via Live Chat

The third option for sending Message Templates is through Live Chat. This method is available even if your contact is outside the 24-hour window.

In the Live Chat interface, click the small icon to access your Message Templates. Choose a template from the list to send your message immediately:

⚠️ Note: If you send Message Templates containing Regular Buttons using this method, note that these Buttons are not linked to any further automation. However, Text Message Templates and Templates with URL Buttons will work.

WhatsApp Business Messaging guidelines

Adhering to WhatsApp's guidelines is crucial for maintaining a positive relationship with your customers and avoiding potential issues with your account. Failure to comply with these rules can result in your account being reported by users or even banned by WhatsApp.

🔗 Make sure to review the WhatsApp Business Messaging Policy for a detailed overview and best practices.

Key guidelines:

1. Obtain permission: Ensure that customers explicitly opt-in to receive messages from your business via WhatsApp. Businesses can request opt-ins through various channels, such as email, web forms, or phone, not necessarily in the WhatsApp thread.
   This opt-in should clearly state:

   • That they are agreeing to receive messages from your business.
   • The name of your business.

2. Comply with applicable laws: Follow all relevant legal requirements for communication and data protection.

3. Create high-quality notifications: Keep these best practices in mind when crafting your messages:

   • Ensure that messages are sent only to users who have opted in and are relevant to them.
   • Personalize messages to the recipient, keep them concise and provide necessary information along with clear next steps.
   • Send messages when they are relevant and timely.

4. Provide clear opt-out instructions: Always offer a straightforward way for contacts to opt out of future messages. Make it easy for users to unsubscribe or manage their preferences to prevent them from using WhatsApp's "Block and Report" feature, which can lead to account issues.

By following these guidelines, you help ensure a smooth and compliant communication process, enhancing user experience and safeguarding your business’s WhatsApp account.