Help Center / WhatsApp and notifications · Reference
WhatsApp templates and approval
Name your approved templates in the panel, map their variables, and know what approval means here.
Where to find itShopWhatsAppMessagesApproved template
Before you start
Your plan includes the WhatsApp store, or your shop already has a WhatsApp connection. Each template must first be approved in your WhatsApp Business account with your provider.
Plan
Scale
Needs
Included with the plan
Who can use this
Shop owner
A template is a message WhatsApp approved in advance, so it can be sent at any time. You create it with your provider; in the panel you enter its name and how to fill it.
Where approval happens
Approval happens in your WhatsApp Business account with your provider. The panel does not create or submit templates, and cannot see whether one is pending, approved or rejected.
The chip beside a message shows only the panel's own state: Template, Free text or Off. A message showing Template still fails if the template is not approved. You find out from a test, or from "WhatsApp refused the template…" in Latest messages.
Fields in template mode
Field
What to enter
1. Template name
The name exactly as approved: letters, numbers and underscores
2. Language
The template's language code, such as en, ar or en_US. Blank is saved as en. One message holds one template in one language
3. Variables, in order
Placeholder names separated by commas. The first fills the template's first variable, and so on. At most 10
4. Button variable
For a template with a link or copy-code button, the value the button carries. None if it has no such button
5. The template has a Stop promotions button
Marketing messages only. Tick it when the approved template has WhatsApp's own opt-out button
A variable with no value is sent as "-". Only free-text order updates have a second, Arabic text.
The two reminders start with their variables filled in, so you only add the template name. CUSTOMER_NAME in a reminder is the first name.
Rules for marketing templates
Cart reminders and back-in-stock alerts must let the customer opt out. One of these must be true:
UNSUBSCRIBE_LINK is among its variables;
UNSUBSCRIBE_LINK is its button variable;
The template has a Stop promotions button is ticked.
The first reminder cannot use COUPON_CODE; the coupon belongs to the second. If the second reminder's template uses COUPON_CODE and you set no coupon, the first reminder's template is sent instead, when it is usable.
Messages you may see when saving
Message
Fix
"Use the template name exactly as approved: letters, numbers and underscores."
Remove spaces
"Use a language code such as en, ar or en_US."
Enter a code, not a language name
"Unknown variables: (list). You can use: (list)."
Use only the names listed above
"A template can have at most 10 variables here."
Shorten the list
"A marketing template must let the customer opt out: …"
Add the opt-out described above
"The first reminder has no coupon: remove COUPON_CODE (the coupon goes in the second reminder)."
Remove it
"Verification codes need an approved authentication template."
