You can design and save WhatsApp templates that can be re-used when you and your team are sending WhatsApp messages via Optimove.

Working with Templates

To create, view, and manage your existing WhatsApp templates, go to the Templates dropdown menu in the Plan tab in the left-hand navigation bar and select OptiText WhatsApp.

To view or edit an existing template, simply click on the template and it will be shown in the preview on the right-hand side.

If you edit your existing templates, remember to click Save when you're done or click Cancel to discard your changes.

WhatsApp Template Content

Template Messages

Template Messages are used when sending a scheduled campaign to your end users. They are the only type of campaign that can be sent to a customer who has not messaged you (Customer Initiated) in the last 24 hours. Template Messages must be approved by Meta.

When creating a new WhatsApp Business-Initiated Conversation, start by selecting the Template Message option under template settings:

To get your Template Message approved by Meta through the Optimove UI, click on the cogwheel icon in the right-hand pane of the template builder, and submit for approval by clicking the “Request review” button.

Once you have requested review, the approval status will be available in the Optimove platform. Your Business-Initiated Conversation can only be sent once the Template Message is approved.

Please Note: For Business-Initiated Conversations, only the first template must be a defined Template Message approved by Meta. All subsequent messages should be defined as Session Messages, which do not require prior approval. See more details in the Session Messages section below.

Template Message Creative Options

When creating your Template Message, you can optionally include:

• Text, Image, or Video File Header
• Text-based Footer

Within the Template Message, you can also add:

• Quick Reply Button – Used to progress your customer through the conversation as if they were live communicating with your brand. These buttons allow your customers to self-select the most relevant content.
• Action Button – A button assigned to a URL hyperlink or a phone number that directs your customers to your website, or opens the Phone component of the WhatsApp application with a pre-populated number.

Understanding Your Template Message Status

Note that, as per Meta Policy, you can only request review of your Template Message once every 24 hours. The date and time of your last request are logged in the Optimove UI.

Also, once a template message has been submitted for approval, it can only be edited when in Draft, Approved, Rejected, or Paused status.

Template Message Statuses

Session Messages

Session Messages are any messages sent and received in response to a Customer-Initiated message within a 24-hour window. This window begins when a user first messages your business, enabling you to respond without needing a pre-approved template. Session Messages facilitate real-time interactions.

They can be used as:

• The first template in a Customer-Initiated Conversation, or
• A subsequent template after the first Template Message in a Business-Initiated Conversation

When creating a new WhatsApp Customer-Initiated Conversation, start by selecting the Session Message option under template settings:

Please Note: For Business-Initiated Conversations, each template after the first automatically becomes a Session Message.

Session Message Template Types