WhatsApp Message Template

WhatsApp requires businesses to use approved templates for outbound messages to prevent spam and ensure quality. Templates must be submitted to Meta for review and can include text, images, documents, videos, and interactive elements like buttons and quick replies. Template categories include utility (order updates, shipping notifications), authentication (verification codes), and marketing (promotions, re-engagement).

Each template supports variable parameters (like customer name, order number) for personalization. Templates are the foundation of proactive WhatsApp support — sending appointment reminders, shipping updates, payment confirmations, and service alerts. AI agents can dynamically select and populate the right template based on the conversation context, and once the customer responds (opening a 24-hour free-form window), the AI engages in natural conversation to resolve their needs.