Comunicación

Create a template

Click New template and fill in the form from top to bottom.

1. Template details

   Enter the Template name and choose the WhatsApp Business account, the Language and What it is used for (for example, Payment reminder or Appointment confirmation).

2. Choose the category

   Marketing for promotions, Utility for account and payment notices, or Authentication for access codes. Meta checks that the text matches the category.

3. Write the message

   Add an optional header (text, image, video or document) and the body. Use Insert variable to add data that changes per customer, such as {{1}} or {{2}}.

4. Define each variable

   Under Which data goes in each variable choose whether it comes from the customer data, a field or fixed text, and type a Sample value so Meta understands the message.

5. Add buttons

   Under Footer and buttons you can add up to 3 quick-reply buttons or up to 2 call-to-action buttons (open a page or call). Click Create template.

Send it for approval

When you create it, the template is saved in Recaudo but is not in Meta yet.

1. Send it

   In the list open the template's More actions and click Submit for approval.

2. Wait for the review

   Meta reviews it; meanwhile the status reads In review.

3. Refresh the status

   Use Sync statuses (above the list) or Sync status on the template to fetch the result.

What each status means

The Status in Meta column tells you whether you can use it:

• Approved: ready to send.
• In review: Meta has not answered yet.
• Rejected: fix the text or category and use Resubmit for approval.
• Paused, Flagged or Disabled: Meta limited it because of response quality; check the Needs attention tab.
• Not submitted: it still has to be sent to Meta.

Where they are used

An approved template shows up in:

• The conversation, with the HSM template button when the 24-hour window is closed.
• The inbox New conversation screen, to write to a customer first.
• The HSM template step in flows and in a flow's bulk sends.
• Collection and appointment reminders, depending on what you chose in What it is used for.

Quick replies (Templates)

In Conversations › Templates you save replies your team uses often. They do not need Meta approval, but they can only be sent while the 24-hour window is open.

1. Create the reply

   Give it a name, category and folder, and write the text. You can use variables such as {{customer_name}}.

2. Use it in the chat

   In the message box type / and pick the reply.

Next steps