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Overview

WhatsApp message templates are pre-approved messages required by Meta to contact customers outside the 24-hour conversation window. When a customer hasn’t messaged you in the last 24 hours, you must use an approved template to re-initiate the conversation. Chatbase supports Utility, Authentication, and Marketing templates. All template categories can be sent from both the Helpdesk and Outbound Campaigns.

What you can do:

Reach a customer after their 24-hour reply window has closed, with a template Meta has already approved and variables filled in from the ticket.

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Before you start

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Creating a template in WhatsApp Manager

1

Open Message Templates

Navigate to WhatsApp Manager and open Message Templates.
WhatsApp Manager Message Templates page
2

Create the template

Click Create Template.
Click Create Template
3

Choose a category

Choose a template category:
  • Utility: for order updates, account notifications, and transaction confirmations
  • Authentication: for verification codes and login confirmations
Choose template category
All template categories (Utility, Authentication, and Marketing) can be used in both the Helpdesk and Outbound Campaigns.
4

Name the template and pick a language

Enter a name for your template and select the language.
Enter template name and select language
5

Write the body text

Write your template body text. You can include variables such as {{1}} and {{2}}, which are filled in when sending the template from Chatbase.
Write template body text
6

Submit for review

Click Submit for Review.
Submit template for review
Meta reviews templates before they can be used. The review usually takes a few minutes, but can take longer. Your template must be approved before it appears in Chatbase.
Template submitted for review
To improve your chances of approval, keep your message clear and concise, avoid promotional language, and clearly specify the transactional or authentication purpose of the template.
Meta charges fees for each template message sent. Fees vary by country and template category. See Meta’s WhatsApp pricing for current rates.

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Sending a template from the Helpdesk

Once your template is approved in Meta, you can use it to message customers from the Chatbase Helpdesk.
1

Open the Helpdesk inbox

Helpdesk inbox
2

Open a WhatsApp ticket

Navigate to or open a WhatsApp ticket with the contact you want to message.
Open a WhatsApp ticket with a contact
3

Choose a template

When the 24-hour reply window has closed, you’ll see a notice that sending messages is no longer allowed. Click Choose template.
WhatsApp ticket showing the expired 24-hour window notice with Choose template button
Browse your approved templates in the picker. You can search by name and filter by category: Marketing, Utility, or Authentication.
Template picker dialog showing search bar, category filter, and template grid
4

Map the variables

Select a template. If it includes variables such as {{name}}, an inline editor appears where you map each variable to a value. Click a variable token to open the mapping popover:
  • Customer field: pulls from the ticket customer’s data (name, email, or phone number).
  • Free text: enter a static value manually.
Inline template editor showing variable mapping popover with customer fields and free text options
Fill in each variable. The popover shows the customer’s resolved values next to each field so you can pick the right one. You can also type a custom value in the free text input and click Use.
Variable mapping popover with a value filled in
5

Preview and send

Once all variables are filled in, preview the final message and click Send.
Template with all variables filled in and Send button enabled
The template message appears in the conversation thread. If the 24-hour window is still closed, you can send another template or wait for the customer to reply.
Sent template message in the conversation thread with the expired window banner below
Understanding the 24-hour window: WhatsApp allows free-form messaging only within 24 hours of the customer’s last message. After that window expires, you must use an approved template to re-initiate the conversation. Once the customer replies, the 24-hour window resets and you can send free-form messages again.
Make sure you’ve added a payment method in your Meta billing settings. Without one, template messages may fail to send.

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Limitations

  • Templates must be approved by Meta before they appear in Chatbase.
  • Meta charges per template message sent, with fees varying by country and category.
  • Free-form messaging only works inside the 24-hour window. Outside it, a template is the only way to reach the customer.

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Troubleshooting

Possible cause: the template hasn’t been fully approved in Meta.Solution: check the approval status in WhatsApp Manager. All template categories (Utility, Authentication, and Marketing) are available in both the Helpdesk and Outbound Campaigns once approved.
Possible causes:
  • The contact doesn’t have a valid WhatsApp phone number
  • No payment method is configured in Meta billing
Solutions:
  • Confirm the contact’s WhatsApp phone number is valid
  • Add a payment method in your Meta billing settings

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Next steps

Outbound Campaigns

Send approved templates to many contacts at once, rather than one ticket at a time.