Sinch Community

In order for a business to initiate a WhatsApp conversation with a recipient, the business must send a message using a template that has been reviewed and approved by WhatsApp. Using either the Sinch Customer Dashboard or the Provisioning API (once you get access), you can create WhatsApp message templates and submit them for approval. In order to help ensure that your message template is not rejected, review the tips below: Format the variable parameters correctly. Specifically, ensure that each variable parameter is opened and closed with two curly braces (for example, {{1}} is formatted correctly), and ensure that the parameter contains no special characters. Define the variable parameters sequentially. For example, a template will be rejected if variable parameters {{1}} , {{2}} , {{4}} , and {{5}} are defined, but {{3}} is not. Include examples in the sample field that correspond to your parameters. Format the content surrounding any variable parameters correctly. For example, make sure that any slashes ( / ) are in the appropriate location before adding a variable parameter to a dynamic URL. Ensure that the content of the message template adheres to the WhatsApp Commerce Policy and the WhatsApp Business Policy. Ensure that the template contains no abusive or threatening content. Make your template unique. If a message template is a duplicate of another message template, the duplicate will be rejected. Note that this does not apply to AUTHENTICATION templates. When naming your template, use only lower-case letters, numbers, and underscores. Also, make the template name as descriptive and unique as possible. Ensure that the language you select for the message template matches the content of your template. Also, do not include content in multiple languages in a single message template; only use the language selected for the template itself. Include content that matches the category of the message template. For example, if you are creating a UTILITY template, do not include MARKETING content. Similarly, if you are creating an AUTHENTICATION template, do not include UTILITY or MARKETING content. Ensure that any existing AUTHENTICATION templates conform to the current guidelines. On June 1, 2024, these guidelines became more restrictive. Note that previously-approved authentication templates that do not conform to the new guidelines will now be rejected. You will have to update those templates to conform to the new standards, or create new ones. These tips are drawn from WhatsApp's list of common rejection reasons, along with general best practices established by Sinch.   Learn more about the WhatsApp channel of the Sinch Conversation API  ... View more

Businesses use authentication templates for verification purposes. These templates allow a business to send users one-time passcodes, and may be used in multiple steps of on authentication process.   This is the most restricted template category, and authentication template use-cases and structures are extremely well-defined. Specifically, businesses must use WhatsApp's predefined message templates when creating an authentication template. These predefined templates include:   A mandatory one-time password button A 15 character limit on parameters Optional add-ons, like security disclaimers   Note: Features available in other templates, like emojis or URLs, cannot be included in authentication templates. Media is also prohibited from authentication templates.   For more information on this template type, see the authentication templates section of WhatsApp's Guidelines for utility, authentication and marketing templates. ... View more

Marketing templates are used to send marketing template messages. This is the least restricted template category, and these templates can be used to cover a wide range of topics. For example, marketing templates may include promotions, greeting messages, updates, and requests to participate in a transaction.   Note: If a template includes a mix of utility content and marketing content, it will be classified as a marketing template.   For more information on this template type, see the marketing templates section of WhatsApp's Guidelines for utility, authentication and marketing templates. ... View more

Utility templates are used to send utility template messages. These templates are limited to specific actions and notifications (for example, a message confirming a transaction, or a message reminding you when a payment is due).   Note: If a template includes a mix of utility content and marketing content, it will be classified as a marketing template.   For more information on this template type, see the utility templates section of WhatsApp's Guidelines for utility, authentication and marketing templates. ... View more