Create a template

You write a template in two stages. First you save it as a draft, which stays inside IconEngage. Then you submit it to Meta, who reviews it. Nothing goes to Meta until you submit.

Step 1: Start a new template

1. Go to WhatsApp › Message templates.
2. Click New template.

Step 2: Fill in the basics

1. WhatsApp Business Account: if you have more than one, choose the account the template belongs to. Meta approves templates per account.
2. Template name: use lower-case letters, digits and underscores only, for example order_update. The name can't be changed later.
3. Language: enter Meta's language code, for example en, en_US or pt_BR. The language can't be changed later either.
4. Category: choose Marketing or Utility. The category affects what each message costs. See Template categories and approval.

Step 3: Choose a header (optional)

Under Wording, pick a Header type:

Meta reviews image, video and document headers against a sample file. You upload the sample after saving the draft (Step 7).

Step 4: Write the message

1. In Message, type what the customer reads, up to 1024 characters.
2. For the parts that change from customer to customer, use numbered variables: {{1}}, {{2}} and so on.

The message can't start or end with a variable, because Meta refuses that. For example, write "Hi {{1}}, your order is ready." rather than "{{1}}".

Step 5: Add a footer and buttons (optional)

• Footer: small print under the message, up to 60 characters.
• Buttons: what the customer can tap. Click Add quick reply button, Add link button, Add call button or Add copy code button.

See Template variables and buttons for each button type and its limits.

Step 6: Add example values and save

1. Under Example values, give a realistic example for every variable. Meta reviews the template with these. Use made-up details, not a real customer's.
2. Check the Preview. It shows what the customer will read.
3. Click Save draft.

The template's own page opens, with the status Draft. If something would be refused, a list tells you what to fix and where.

Step 7: Upload the header sample (media headers only)

If you chose an image, video or document header:

1. On the template's page, find Header sample.
2. Choose a file:
   • image: JPEG or PNG, up to 5 MB
   • video: MP4, up to 16 MB
   • document: PDF, up to 16 MB
3. Leave Use this file as the default for sends ticked if you want campaigns, automations and replies to use this file unless they choose their own.

You'll see "Sample uploaded" when it's done. The sample goes to Meta only.

Default media for sends shows the file sends will use in the header. Campaigns through the template are refused until a default is set. You can change or remove the default at any time without sending the template back for review.

Step 8: Submit to Meta

1. Make sure your changes are saved. Submit to Meta sends what is already saved.
2. Click Submit to Meta.
3. Check the summary (name, language and category) in the dialog.
4. Click Submit to Meta to confirm, or Not yet to go back.

Submitting can't be undone or cancelled. The status changes to In review. Meta usually answers within minutes, sometimes after a day, and the status updates on its own.

If a variable has no example value, the dialog warns you and nothing is sent. Add the example, save the draft and submit again.

Next steps

• If Meta rejects the template, see Template categories and approval and Template rejected.
• Once approved, send it from a conversation (see Reply to a conversation) or a broadcast (see Create a broadcast).