# WhatsApp message templates

Select approved WhatsApp templates, preview the language and fill in customer-specific values before sending.

*Release 3.3 · admin, operator*

**Settings › General Settings › Integrations**

## What it is

**Message Templates** are reusable WhatsApp messages with provider approval and language variants. Operators choose a template and fill its variable values before sending. They are used to start outbound conversations and continue conversations when WhatsApp restricts ordinary replies.

## Who uses it and why

- Administrators agree template content and languages with Powerfront and monitor approval problems.
- Operators choose the right template, check its preview and enter values for the customer.

## Where to find it

Powerfront manages templates in **Settings › General Settings › Integrations**, in a WhatsApp account's **Templates** tab under **Message Templates**.

Operators use **Select a message template** in a WhatsApp conversation when the interface requires a template.

## How it works

1. Select the WhatsApp account and an available template.
2. Review the selected language and preview. Imported Meta templates can include headers, body text, footers and buttons.
3. Fill each required variable. INSIDE may suggest values from available macros, but you should check them.
4. Send the template. Empty variable values stop the send and prompt you to supply a value.

Meta language matching prefers an exact language and region. It can match equivalent language-code formats or a related available variant. It does not substitute an unrelated language when no related variant exists.

Approval is separate from delivery. An approved template can still fail to send because of account, recipient or provider restrictions.

## Configure it

Ask Powerfront to open the account and use **Refresh** to retrieve Meta templates. If refreshing fails, the previous template list remains available for review.

For a new Meta template, Powerfront uses **New**, supplies **Name**, **Category** and **Body**, adds language variants and any supported header or footer, and supplies sample variable values for provider review. The categories are **Marketing**, **Utility** and **Authentication**.

Only eligible Meta templates originally created through INSIDE can be edited there. Changes to language variants are submitted for those changed variants. Powerfront can check per-language status and rejection details, then use **Enable Template** when approval permits it.

For Twilio, Powerfront associates each language with its **Content Template SID** and corresponding body.

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Enable Template | Settings › General Settings › Integrations › Templates | No | Makes the template available for use on its WhatsApp account. Meta templates must be approved before they can be enabled in the editor. |
| Name | Settings › General Settings › Integrations › Templates | Yes | Identifies the template. The editor converts the name to lower case and checks for duplicates. |
| Category | Settings › General Settings › Integrations › Templates | Yes | Classifies the template as Marketing, Utility or Authentication. |
| Body | Settings › General Settings › Integrations › Templates | Yes | Contains the template message text for each language variant. |
| Header | Settings › General Settings › Integrations › Templates | No | Selects No Header or Text when editing supported Meta templates. |
| Header Text | Settings › General Settings › Integrations › Templates | No | Supplies a text header for the selected language. |
| Footer (Optional) | Settings › General Settings › Integrations › Templates | No | Supplies footer text for the selected Meta template language. |
| Content Template SID | Settings › General Settings › Integrations › Templates | No | Identifies the provider's Twilio content template for a language variant. |

## Limits and good to know

- Templates belong to an account. A template on one number is not automatically available on another.
- Language variants can have different approval states and rejection reasons.
- Previewing an imported media header or button does not mean that component can be edited in INSIDE.
- A new Meta account must be saved before its **Templates** tab is available.
- Sending a template does not bypass contact opt-in checks for proactive messaging.

## Depends on and works with

### This feature uses

- **Requires** [WhatsApp channel setup](CHN-006.md): Templates belong to a connected WhatsApp account and use its provider.
- **Configured in** [Supported languages](ADM-022.md): Supported languages determine which language variants can be authored.
- **Configured in** [Contact opt-in and blocking](CRM-007.md): Sending a template does not bypass the proactive contact opt-in check.
- **Works better with** [Webhooks and message status](CHN-003.md): Message callbacks report delivery independently of template approval.
- **Works better with** [Customer contact details](CRM-001.md): Contact details can supply customer-specific values for review.

### Used by

- **Enhances** [WhatsApp channel setup](CHN-006.md): Templates let operators start or continue restricted outbound conversations.

## FAQ and troubleshooting

### Why is a template unavailable?

Check the selected account. Ask Powerfront to check whether the template is enabled and the relevant language's approval status, and to refresh the account's templates if necessary.

### Why can Powerfront preview a template but not edit it?

Imported templates can include content beyond the INSIDE editor's supported fields. Editing is also restricted to eligible Meta templates created through INSIDE.

### Why does one language work and another fail?

The variants may have different approval states, or no matching language may be available. Powerfront can inspect the individual language's status and error.

### Why does INSIDE ask me to fill in a value?

The template contains a variable without a value. Fill it in and check the completed preview before sending.

### Does Refresh remove templates when the provider is unavailable?

A failed Meta refresh keeps the previous list. It does not establish that those templates are still usable at the provider.