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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.
Before you begin, make sure you have already connected your WhatsApp integration. If you haven’t, follow the WhatsApp integration setup guide first.

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Prerequisites

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Part 1: Creating a Template in WhatsApp Manager

1. Navigate to WhatsApp Manager and open Message Templates.
WhatsApp Manager Message Templates page
2. Click Create Template.
Click Create Template
3. 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. Enter a name for your template and select the language.
Enter template name and select language
5. Write your template body text. You can include variables (e.g., {{1}}, {{2}}) that will be filled in when sending the template from Chatbase.
Write template body text
6. 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.
Submit template 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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Part 2: Sending a Template from 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. Navigate to or open a WhatsApp ticket with the contact you want to message.
Open a WhatsApp ticket with a contact
3. When the 24-hour reply window has closed, you’ll see a notice that sending messages is no longer allowed. Click Choose template to send a pre-approved message template.
WhatsApp ticket showing the expired 24-hour window notice with Choose template button
4. Browse your approved templates in the template picker dialog. You can search by name and filter by category (Marketing, Utility, or Authentication).
Template picker dialog showing search bar, category filter, and template grid
5. Select a template. If the template includes variables (e.g., {{name}}), an inline editor appears where you map each variable to a value. Click on 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
6. 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
7. Once all variables are filled in, preview the final message and click Send.
Template with all variables filled in and Send button enabled
8. 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 have added a payment method in your Meta billing settings. Without a payment method, template messages may fail to send.

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Troubleshooting

  • Template not appearing in Chatbase? Check that the template has been fully approved in Meta. All template categories (Utility, Authentication, and Marketing) are available in both the Helpdesk and Outbound Campaigns.
  • Message failed to send? Ensure the contact has a valid WhatsApp phone number and that you have a payment method configured in your Meta billing settings.