Templates
Templates are pre-approved message formats required by Meta's WhatsApp Business API for initiating conversations outside the 24-hour messaging window.
Why Templates?
WhatsApp's Business API has a strict rule:
- Within 24 hours of the customer's last message → You can send free-form text
- After 24 hours → You MUST use a Meta-approved template to re-initiate
Templates are essential for:
- Broadcast campaigns
- Re-engaging inactive contacts
- Standardized notifications (order updates, appointments, etc.)
Template Categories
| Category | Use Case | Examples |
|---|---|---|
| Marketing | Promotional messages, offers | "50% off sale!", "New product launch" |
| Utility | Transactional updates | "Your order #123 has shipped" |
| Authentication | OTP and verification | "Your code is 123456" |
Creating a Template
Navigate to Dashboard → Templates → New Template.
Step 1: Template Setup
| Field | Description |
|---|---|
| Template Name | Unique identifier (lowercase, underscores, no spaces) |
| Category | Marketing, Utility, or Authentication |
| Language | Template language (e.g., English, Hindi) |
Step 2: Template Editor
The template editor provides a live preview alongside the editing area:
Header (Optional)
| Type | Description |
|---|---|
| None | No header |
| Text | Short text header (max 60 characters) |
| Image | Attach an image header |
| Video | Attach video header |
| Document | Attach document header |
Body (Required)
- Write your message content
- Use variables for personalization:
{{1}},{{2}}, etc. - Example:
"Hello {{1}}, your appointment is on {{2}}" - Supports bold, italic, and other WhatsApp formatting
Footer (Optional)
- Short text below the main body (e.g., "Reply STOP to unsubscribe")
Buttons (Optional)
| Button Type | Description |
|---|---|
| Quick Reply | Up to 3 predefined response buttons |
| Call to Action: URL | Opens a webpage |
| Call to Action: Phone | Initiates a phone call |
Step 3: Submit for Approval
- Click "Submit to Meta"
- The template is sent to Meta for review
- Approval typically takes a few minutes to 24 hours
Template Statuses
| Status | Meaning |
|---|---|
| Pending | Submitted, waiting for Meta's review |
| Approved | Ready to use in campaigns and messages |
| Rejected | Meta rejected the template (see reason) |
| Disabled | Template was approved but later disabled by Meta |
Template Sync
Sydx AI syncs with Meta's template API to keep your templates up to date:
- Auto-sync — Templates are synced periodically
- Manual sync — Click the "Sync Templates" button to force a refresh
- Any templates created directly in Meta's Business Manager will appear after sync
Template Library
Sydx AI includes a pre-built template library with ready-to-use templates:
- Welcome messages
- Follow-up templates
- Appointment reminders
- Order confirmations
- Promotional offers
Click "Use Template" on any library template to customize and submit it as your own.
Usage Limits
| Plan | Max Templates |
|---|---|
| Free | 5 |
| Starter | 25 |
| Growth | 100 |
| Scale | Unlimited |
Best Practices
Template Tips
- Keep it concise — Short, clear messages get better approval rates
- Avoid promotional language in Utility templates — Meta rejects mismatched categories
- Use variables wisely — Personalize with customer names and specific details
- Provide sample values — When submitting, fill in realistic sample values for variables
- Don't include links in body — Use CTA buttons for URLs instead