WhatsApp Message Templates
To send WhatsApp broadcast messages on Omnichat, "Message Templates" needs to be created via Omnichat panel.
Message Templates has to be approved by WhatsApp before broadcast message via WABA. Moreover, the Message Template can also be used for one-to-one conversations with the consumers who have interacted within the past 24 hours.
Step 1. Create a WhatsApp Template
Go to "Settings" > "WhatsApp Template Message" and click "Add Message Template".
Step 2. Basic Settings: “Display Name”, “Applicable Account”, “Applicable Target”, and “Category”
Display Name: Enter the name that will be shown in the Omnichat admin panel.
Applicable Account: Select the WhatsApp account under which this message template will be created.
Visibility:
All teammates: The template will be visible to all team members.
Only me: Only you will be able to view this template.
Designated role: Restrict template access based on team member role permissions.
Category: Select a category in the Omnichat system to organize your message templates, making them easier to search later.
Step 3. Content Settings: “Template Name”, “Category”, “Language”, and “Template Type”
Template Name: This is the name used for Meta’s review and approval process. It can only include lowercase letters, numbers, and underscores.
Category: Choose from Marketing or Utility according to the type of broadcast message. For detailed definitions, please refer to Meta’s official documentation.
Marketing Template: Used for promotional messages, product launches, or other messages that encourage customer engagement and brand awareness.
Utility Template: Used to send account notifications, feedback surveys, order updates, or other important service-related messages.
Language: Select the language that customers will see in the template message, only one language can be selected. (e.g., English or Chinese version.)
Template Type:
Step 4. Set Header
There are three types of headers: None, Text, and Media.
None: No header content is set.
Text:
Click Add Variable to create a parameter (format:
{{ }}). Please note that the variable must be created in advance in order to use it for editing text in this section when using the template in the Omnichat.After the template message has been approved, the content can be modified. However, any changes made will require resubmission to Meta for review.
Media: Can be further divided into Image, Video, or Document. The file format restrictions for each type are as follows:
Image: Supports JPG/PNG; maximum 5MB; recommended aspect ratio: 1.91:1; recommended dimensions: 1125 × 600 px or 1200 × 630 px
Please note: The display of header images may vary depending on the recipient's mobile operating system and device. To achieve the best and most consistent display results, we recommend using the dimensions and aspect ratio listed above.
Video: Supports MP4; maximum 16MB; H.264 video codec
Document: Supports PDF; maximum 64MB
Step 5. Set the Body
Click the "Add Variable" (Format: {{ }}). After the template is approved, the text content cannot be changed. So, you need to create a Variable first, then you can adjust the text in the Variable when you want to send the template message
The WhatsApp message template preview block supports real-time display of corresponding text formatting styles:
Italic:
_text_Bold:
*text*Strikethrough:
~text~Monospace:
```text```Bulleted list:
*text*text
or
-text-text
Numbered list:
1.text2.text
Blockquote:
>textInline code:
`text`
Step 6. Set the Footer
It can only be text content and cannot add the Variable here.
You can set the "Enter "Unsubscribe" and you won't get messages from us." message here, so that customers can unsubscribe from the broadcast message by themselves to prevent being blocked.
Step 7. Set the Buttons
Two types of buttons can be chosen: Call To Action or Quick Reply
Two types of buttons can be chosen: Call To Action or Quick Reply
Call To Action
You can choose between “Visit Website” or “Calling” as the Call To Action options. The following settings are available:
Quick Replies: Up to 10 sets
Call To Action – Visit Website: Up to 2 sets
Call To Action – Calling: Up to 1 set
Call To Action – Place Order (Chat-to-Order): Up to 1 set
If you select “Visit Website,” please enter any valid URL (for example, your website’s homepage) in the URL field. You can replace it later when sending the message template in a broadcast.
2. Quick Reply: The customer clicks and replies to the specific text, normally combining the Chatbot Keyword auto-reply and Chatbot. Maximum 10 Quick Reply buttons can be set.
Step 8. Save and Submit the Message Template for Review
Before submitting, please make sure that all parameter fields and sample files have been properly completed. Once everything is ready, click the “Save” button at the top right corner of the page to submit your template to Meta for review.
Step 9. View Template Review Status
After completing the setup, you can check the current review status of your message template in the “Status” column.
You can also use the “Actions” button on the right-hand side to:
Preview the message template you created
Edit the message template you created
Delete the template if needed.
The approved template message can be used for message broadcast on ＷhatsApp now. (For more details on the broadcast feature, please refer to here.)
Other Questions
1. Why does the system trigger two replies simultaneously after clicking the template button?
Cause: When the button is directly linked to a single "Call an API" card, the system will not only execute the API but also trigger other eligible auto-replies at the same time (for example, an auto-reply set with the "Enter any content" trigger condition).
Solution: You can prevent this issue by using either of the following methods:
Method 1: Add another type of card (e.g., a Text card) after the "Call an API" card.
Method 2: Adjust the button settings so it directs to a non-"Call an API" card (e.g., a Text card) instead.
Flow Template Setup (Add-on Required)
Confirm Flow Form Setup: Please make sure a Flow form has been created. If it has not been set up yet, contact online support or your account consultant. We will assist you in creating and customizing the Flow in your WhatsApp Manager account.
Select Flow Template: Once the Flow is set up, you can select the “Flow” template under the Marketing or Utility categories.
Configure Buttons: The system will automatically populate the Button section with the Flow format. You only need to enter the button name and select the corresponding Flow ID.
For more detailed instructions, please click here.
Media Card Carousel Template Setup (Add-on Required)
This template type can be sent in Conversations, Broadcast, Journey, and Mass Messages, but cannot be sent in Group Chats.
Copying the Template in JSON format is supported.
You cannot edit the template after it has been approved as Meta's WhatsApp API does not currently allow it. If a template is rejected or requires format changes, a new template must be created. Only adjustments within Omnichat’s platform are allowed, such as Display Name, Applicable Target, and Category.
This template type cannot be used for system notifications, such as Chat-to-Order order updates.
Step 1. Set Text Message
This is a required field. Each media carousel template can only have one text message, with a maximum of 1,024 characters. Variables and emojis are supported.
Step 2. Configure Media Card Format
Click the pencil icon on the right to configure the card. The title and button format must be the same for each card.
By default, there are two media cards. If you need more cards, click the “Add Card” button at the bottom.
You may have up to 10 media cards at one time - refer to Step 3 for more information.
Header
Each card must follow the same title format (choose either Image or Video), but the content of each card can differ.
Format Details:
Image:
File type: .jpg / .jpeg / .png
Maximum size: 5 MB
Recommended dimensions: 1125 × 660 px
Video:
File type: .mp4
Maximum size: 16 MB
Buttons
Each card must use the same button format, but the button content can differ.
For example, if the combination is “Visit Website” + “Quick Reply”, all ten cards must use the same combination.
Button Types:
Visit Website: Different URLs can be entered and replaced when sending. (Currently not available due to Meta system limitations.)
Calling: Different numbers can be entered; cannot be changed at the time of sending.
Quick Reply: The reply message needs to be defined at the time of sending.
You must have at least one set of buttons and can have a maximum of two sets, combining the above button types.
Visit Website (currently unavailable due to Meta system limitations)
Calling (maximum one set)
Quick Reply
Step 3. Configure Individual Media Cards
Each media carousel must have at least 2 cards and up to 10 cards, which can be edited by clicking left or right arrow button to adjust the content of each card.
Each card must have a header image or video uploaded.
The card body text is a required field.
Maximum 160 characters
Supports variables and emojis
Maximum of 2 line breaks; exceeding this limit will trigger an error message: “Number of line breaks cannot exceed 2.”
Each card must have buttons.
The button type and button order must be consistent across all cards.
The button name and button action can differ for each card.
Broadcast WhatsApp Message｜Unsubscribe
Method 1. Set WhatsApp Message Template Message Quick reply button
Go to Social Channels Integration → WhatsApp, then under WhatsApp Template, click “Edit”.
In the Message Template Content section, add a new Quick Reply button, and enter the button name as “取消訂閱” or “Unsubscribe.”
After the template has been approved by Meta, you will be able to set the button's action when broadcasting the message.
Go to Broadcast → New Broadcast (top right corner) → Add a WhatsApp Channel Broadcast.
Choose the approved message template under Broadcast Content.
In the content editor, set the button action to “Unsubscribe from Notifications.”
Method 2. Instruct Customers to Unsubscribe in the Message Body or Footer
When setting up the WhatsApp message template, you can include unsubscribe instructions in the Body or Footer section. Indicate that customers can type “取消訂閱” or “Unsubscribe” to stop receiving messages. The Omnichat system will automatically recognize these keywords and automatically unsubscribe the customer from WhatsApp message notifications.
FAQ
Q1: Why did my template category automatically change from Utility to Marketing after creation?
Please check the list below to see if there are any adjustments you can make to your template. If so, create a new template and try modifying the content:
Avoid sensitive keywords: Meta is sensitive to marketing-related words like "fee," "cost," "discount," or "price" in the Utility category. Try replacing them with neutral terms like "payment" or "service fee" to increase the chances of approval.
Change the display name: Do not use the exact same name as the original template. For example, if the old name was "Class Notification," try "Class Notification 1" or "Lesson Alert."
Check spacing: Ensure there is only one line break between paragraphs in the template content; do not leave multiple empty lines.
Move automated message disclaimers: If your content includes "This is an automated message, please do not reply," place this sentence in the Footer section instead of the main Body text.
Ensure sufficient content length: If the template content is too short or brief, Meta may classify it as Marketing even if the content itself is neutral.
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