Introduction to WhatsApp Message Templates

What Is a Message Template

A Message Template is a pre-written WhatsApp message that you prepare in advance, submit to WhatsApp for review, and reuse as many times as you need. Once approved, it takes your staff one click to send it to a customer — with all the details filled in automatically.

Here is why every service business needs them:

• WhatsApp locks the text box after 24 hours. Once a customer has not replied in over a day, you cannot reach them with a normal message. A template bypasses this completely.
• Your staff never types the same message twice. One approved template sends the right message to every customer in seconds — automatically filled in with their name, order, and timing.
• Every message feels personal. Placeholders automatically fill in with the customer's name, order number, and pickup time for every individual send.
• They work while you sleep. Pair templates with Auto Reply Rules and your customers get instant responses even at midnight, even when your shop is closed.
• They let you attach booking forms. Add a Mini App button to any template so customers can book, reschedule, or confirm with one tap.

Before You Start

Before you can create and send WhatsApp Message Templates, make sure your WhatsApp Business account is connected to EasyBiz — this is what allows your templates to be sent through your business WhatsApp number.

👉 Set up WhatsApp Integration

How to Access Message Templates

1. Click the ⚙️ Settings icon in the top-right corner of your screen
2. Scroll down to the Sales Channels section and click WhatsApp, then click the Message Templates tab

Alternatively, go to Settings → scroll to the Templates section → click WhatsApp Templates to go directly to the same page.

Types of Templates

When you create a new template, you choose a category. Each category works differently and is designed for a different situation.

1. Utility — For order and service updates tied to a specific customer action. Order confirmations, collection notices, payment reminders, delivery updates. These are the most important templates for your business and the ones you will use the most.
2. Marketing — For promotions, seasonal offers, and announcements. These reach customers who have not messaged you recently and require WhatsApp approval before use.
3. Authentication — For sending one-time passwords when customers log in to your online store. There is only one pre-built template and it requires no design work.
4. Quick Reply — Short, pre-written messages your staff can send with a single keystroke (/) while chatting with an active customer. No WhatsApp approval needed — they are ready the moment you publish them.

Managing Your Templates

Navigating pages

If you have many templates, use the Previous page and Next page buttons at the bottom right. Your templates are not deleted — they are simply spread across multiple pages.

Template status

Each template shows where it currently stands:

• Draft — Created but not yet submitted
• Pending — Submitted and waiting for Meta review
• Approved — Reviewed and approved by Meta, ready to send (Utility, Marketing, and Authentication templates)
• Active — Ready to use immediately (Quick Reply templates show this status after you publish, since they do not go through Meta review)
• Rejected — Meta did not approve it — edit and resubmit

Three-dot menu

Click the ⋮ icon on any template row to:

• Edit profile: Update the template's internal settings — its name, which pipeline stage it moves a deal to, and the default reply status — without reopening the full editor or going through Meta review.
• Send message: Send the template directly to a customer from this page without opening the inbox
• Duplicate template: Creates an exact copy of the template. Useful when you want to create a similar template without starting from scratch.
• Delete: Permanently removes the template from EasyBiz and Meta. This cannot be undone, you will need to create and resubmit from scratch if you want it back.

Set Up Your Templates

Now that you know the basics, you are ready to create your first template. Choose the type that fits what you need:

1. Learn how to set up Utility Templates -> Order confirmations, delivery updates, receipts, and more. Start here if you are new to templates.
2. Learn how to set up Marketing Templates -> Promotions, seasonal offers, and service announcements.
3. Learn how to set up Quick Reply Templates -> Fast, instant replies your staff can send with a single keystroke while chatting with customers.

For Authentication templates, see the section below.

Authentication Templates

Authentication templates send a one-time password to a customer who is logging in to your online store to verify their identity. There is only one pre-built template available, you do not need to design anything.

The message reads "{{otp}} is your verification code. For your security, do not share this code. This code expires in 10 minutes." with a Copy code button for the customer to tap.

To activate it:

1. Click the Authentication tab → click + Add Template

2. Enter a template name and click Create
3. Click Submit at the top right and a dialog will appear asking you to select your WhatsApp Business Account. Select it from the dropdown and click Submit again to send it for Meta review.

Frequently Asked Questions

1. How long does Meta take to approve a template?

Most templates are reviewed within a few minutes. In some cases it can take up to 24 hours. Quick Reply templates do not need approval — they are ready the moment you publish.

2. My template disappeared after approval. Where did it go?

Check the Marketing tab. Meta may have reclassified your Utility template as Marketing. It is not deleted, just in a different tab.

3. Can I edit a template after it has been approved?

Yes, but only once every 24 hours. If your edit is rejected, you can revert to the previously approved version.

4. Why is my template stuck on Pending?

Review usually takes minutes to a few hours. If it has been more than 24 hours, try submitting a new template with the same content.

5. What is Auto-move deal to stage?

This is a sales pipeline feature that is completely optional. When you send a template, EasyBiz can automatically move the customer's deal card to a specific stage in your pipeline — for example, from "New" to "Order Placed" or "Collected". If you are not using Deals yet, simply leave this as None and move on. [Learn more about Deals — Coming Soon]

6. What is Default reply status?

Controls what happens in your inbox after the template is sent. Replied moves the conversation out of your Pending list. Pending keeps it there so your team remembers to follow up.

7. Can I use the same template for multiple customers?

Yes. Once approved, a template can be sent to any customer at any time. Placeholders fill in automatically for each individual send.

8. I have many templates and can only see some. Did the rest get deleted?

No, use the Previous page and Next page buttons at the bottom right to browse all your templates.