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A template is a message Meta has approved in advance. It is the only thing you can send to someone outside the 24-hour window — so every conversation you start, and every WhatsApp broadcast, uses one. WhatsApp → Templates lists your templates, synced live from Meta. Search by name, or filter by status and category.
The WhatsApp message templates list with status badges

WhatsApp templates, synced live from Meta.

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Submit a template

1

Open the form

In WhatsApp → Templates, choose Submit template.
2

Name, category and language

The name is lowercase with underscores, such as order_shipped. The category is Utility, Marketing or Authentication. The language is a code such as en.
3

Header and footer (optional)

A header is either text, up to 60 characters, or an image — JPEG or PNG, up to 4 MB — which replaces a text header. A footer is up to 60 characters.
4

Body

The message itself. Mark the parts that change with numbered variables: {{1}}, {{2}} and so on.
5

Submit for review

The template appears as PENDING while Meta reviews it.

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Its status

Meta decides how long review takes.

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Edit or delete

Edit is offered on approved and rejected templates. You can change the body and footer; the edit goes back to Meta, and the template returns to PENDING until it is approved again. Delete removes the template at Meta.
On a number FireFlo hosts for you, you see and use only the templates your account submitted, and only those can be changed or deleted from your account.

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Send with a template

  • Send WhatsApp offers approved templates only. Fill in each variable, then send to numbers, contacts or segments. See Send WhatsApp.
  • In a broadcast, fill each variable from a column of your recipient list (start typing {{ or pick from the list), or type your own text. The preview shows the message as the first person will see it.
  • For a template that opens your catalogue, a broadcast lets you choose the product shown on its card — or leave it empty to open the catalogue itself.
Some approved templates can’t be sent from these screens yet, and are greyed out with the reason: one with an image or other media header, one whose header has a variable, and one with a button that needs its own value.

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From your own software

The OMNI API lists, submits, edits and deletes WhatsApp templates, and its messages send them.

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With AI Agents

With the AI Agents battery, an agent that needs to write to someone outside the window uses an approved template. When none fits, it drafts one and submits it to WhatsApp — after a person approves it, if your policy says so.

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Who may

Submitting, editing and deleting templates needs the permission to manage WhatsApp message templates — the Owner and Admin roles by default. Sending with a template needs the permission to send messages (Owner, Admin and Support by default).