When you need a template
A template is a message format that Meta has approved in advance. You need one whenever you message a customer who has not messaged you in the last 24 hours, and for every WhatsApp message campaign.
Replies inside an open 24-hour window do not need a template. Customers can always message you first without any template.
The three categories
Utility: updates about something the customer already has with you, such as an order confirmation, appointment reminder, delivery update or account alert. No offers or promotion.
Marketing: anything promotional, such as offers, new products, invitations or win back messages. Meta also treats a mixed message as marketing, so an order update with a discount code is marketing.
Authentication: one-time passcodes to confirm a person’s identity, using Meta’s fixed format.
Meta reviews the category you choose and can change it if the content does not fit. The category also affects what you pay.
Create a template in GoDesk
GoDesk helps you create your first templates as part of the setup. After that, administrators can add their own. Go to Settings, Channels & messages, WhatsApp templates and choose New template. Enter a template name in lowercase letters, numbers and underscores, such as order_ready. Pick the language and category.
Optionally add a header (text, image, video or document), then write the message body. Use {{1}}, {{2}} and so on for the parts that change, and fill in an example value for each one, because Meta requires a sample. Optionally add a short footer and up to three buttons: quick reply, website link or phone number.
Submit it. GoDesk sends it to Meta and it shows as pending until Meta decides. Use Sync to pull the latest status. Only approved templates appear when you send.
Write templates that get approved
Say who you are and why you are writing. Write complete sentences with correct spelling, and keep it short and specific.
Do not start or end the message with a variable, and do not put two variables side by side. Do not use too many variables for a short message. Give realistic examples, such as Wanjiku for a name, not test.
Do not ask for card numbers, PINs or passwords, and do not threaten or pressure customers. Make sure links go to your own website and work.
If a template is rejected
Meta gives a reason, and GoDesk can tell you what it is. The most common are a variable at the start or end, missing or unclear example values, the wrong category, or content that breaks Meta’s policies.
Fix the reason and submit it again, ideally with a new name. If you believe the decision is wrong, GoDesk can ask Meta to review it.
Approved templates can later be paused or disabled by Meta if many customers block or report them. Keep an eye on template quality and stop using one that customers dislike.
Where templates are used in GoDesk
Message campaigns, under Outreach, Message campaigns, use approved templates when the channel is WhatsApp, with each variable filled from the contact’s details. WhatsApp messages sent by Automations (Settings, Channels & messages) and quotes or invoices sent on WhatsApp can also use approved templates.
In a one to one conversation, if the 24-hour window has closed, GoDesk tells the agent and suggests email or SMS instead. Ask your administrator which approved templates your team should use to restart a conversation.
Need help?
If you are a GoDesk customer and get stuck at any step, email help@godesk.co.ke. Tell us your workspace name, the business number and what you see on screen. Never send passwords, verification codes or your two-step PIN by email.
New to GoDesk and planning WhatsApp for your business? Email hello@godesk.co.ke and we will talk you through the journey before you start.
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