> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ruleinside.com/llms.txt
> Use this file to discover all available pages before exploring further.
# WhatsApp templates
> Register the templates Meta has approved, tell RuleInside what each one is for, and read their status at Meta.
WhatsApp only lets a business start a conversation with a template that Meta has approved. Free text cannot be sent
first. **WhatsApp templates** is where you tell RuleInside which of your approved templates to use, and for which job.
**You create and approve templates in Meta, not in RuleInside.** Write the template (its header, body, buttons and
footer) in Meta's WhatsApp Manager and submit it there. Once Meta approves it, register it here by typing its exact
name and language and saying what fills each numbered blank. There is no field for the wording anywhere in the
portal: to change the wording, edit the template in WhatsApp Manager.
## Before you start
In Meta's WhatsApp Manager, write the template and submit it for review.
Meta reviews each template, and each language of it, separately.
The template's exact name, its language code (for example `en_US` or `it`), its category (Marketing, Utility or
Authentication), and how many numbered blanks (`{{1}}`, `{{2}}` and so on) its body has.
Open **WhatsApp templates**, click **New template** and fill in the form described below.
## The templates list
The page lists every template you have registered, ordered by purpose and then kind.
| Column | What it shows |
| - | - |
| **Purpose** | The job the template does: **Immediate follow-up**, **Event follow-up**, **Re-engagement (campaigns)** or **Manual send**. |
| **Kind** | **Message** or **Call permission**. |
| **Template name** | The name exactly as you registered it. |
| **Language** | The language code exactly as you registered it, for example `en` or `en_US`. |
| **Category** | The Meta category you chose: **Marketing**, **Utility** or **Authentication**. Utility and Authentication are highlighted in amber, as a reminder that they are not held to the weekly marketing limit. |
| **At WhatsApp** | The template's status at Meta, read live each time the page opens. See [Status at WhatsApp](#status-at-whatsapp). |
| **Status** | **Enabled** (green) or **Disabled** (grey): whether RuleInside uses the template. |
| (no heading) | The **Edit** and **Delete** buttons for that template. |
Instead of the list, you may see:
* **This workspace isn't linked to a store yet.** Your workspace has no store attached. The **New template** button
is shown but cannot be used. Contact support.
* **No templates yet. Add one to enable WhatsApp follow-ups and campaigns.** Nothing is registered yet.
* A red message saying the templates could not be loaded. Nothing was changed: refresh the page, and contact support
if it keeps happening.
## Registering a template
Click **New template**. A panel titled **New WhatsApp template** opens on the right. Nothing is saved until you
click **Save template**.
Pick what the template is for under **Purpose**, and leave **Kind** on **Message** unless you are registering a
call permission template.
Type the **Template name** and **Language code** exactly as WhatsApp Manager shows them.
Pick the same **Meta category** that Meta gave the template.
Under **Template variables**, click **Add variable** once for each numbered blank in the template body, in order,
and choose what fills it.
Leave **Enabled** on and click **Save template**. You see **Template saved.**, the panel closes and the list
refreshes.
## Every field on the form
The form is the same for a new template (panel title **New WhatsApp template**) and for an existing one (panel title
**Edit WhatsApp template**). Only the account owner can open it and save it.
| Field | What it does | Allowed values and limits | Default | Who can change it |
| - | - | - | - | - |
| **Purpose** | Decides when RuleInside uses the template. | **Immediate follow-up**, **Event follow-up**, **Re-engagement (campaigns)** or **Manual send**. See [The four purposes](#the-four-purposes). | **Re-engagement (campaigns)** | Owner |
| **Kind** | A normal message, or a request for permission to place a WhatsApp call. | **Message** or **Call permission**. | **Message** | Owner |
| **Template name** | The template's name exactly as it appears in Meta's WhatsApp Manager. The example in the box is `order_confirmation`. | Required. Up to 512 characters. Spaces at either end are removed when you save. | Empty | Owner |
| **Language code** | Meta's language code for the approved template. The example in the box is `en_US`. | Required. Up to 20 characters. Spaces at either end are removed when you save. Must match Meta exactly: `en` and `en_US` are two different templates at Meta. | Empty | Owner |
| **Meta category** | The category Meta gave the template. It decides whether the weekly marketing limit and the marketing quiet hours apply when the template is sent. | **Marketing**, **Utility** or **Authentication**. | **Marketing** | Owner |
| **Send from (WhatsApp number)** | Which of your WhatsApp Business numbers sends this template. Leave it on automatic unless you run more than one number. | **Automatic (account default)**, or one of your WhatsApp numbers, shown as the number followed by the business account name in brackets. | **Automatic (account default)** | Owner |
| **Template variables** | One line for each numbered blank in the template body, in order, saying what fills it. | Up to 20 lines. Every line needs a value. See [Template variables](#template-variables). | No lines | Owner |
| **Enabled** | Only an enabled template is used for sends and campaigns. | On or off. | On | Owner |
RuleInside does not check the name, language or number of variables against Meta when you save. A mistake shows up
afterwards in the **At WhatsApp** column, or as a failed send. The form's own reminder says it: the name, language
and parameter count must match Meta exactly.
The **Send from (WhatsApp number)** field appears only when your list of WhatsApp numbers can be loaded. If you do
not see it, open **Phone numbers** and check that your WhatsApp number is listed and connected.
### The four purposes
* **Immediate follow-up**: sent automatically right after a shopper who messaged your store on WhatsApp leaves their
details in that chat (for example, to send a promised discount code). It is used only when automatic WhatsApp
follow-up is switched on for your store, which it is not by default, and only if this template is enabled.
* **Event follow-up**: sent by an [automation](/automations) rule of the event follow-up type.
* **Re-engagement (campaigns)**: the template your WhatsApp [campaigns](/campaigns) send.
* **Manual send**: for sending one message yourself from [WhatsApp send](/whatsapp-send).
### Message and Call permission
Follow-ups, campaigns and manual sends all use **Message** templates. You can register a **Call permission**
template, but it cannot be chosen on **WhatsApp send**, which says call-permission templates can't be used to send a
message.
## Template variables
A template body can contain numbered blanks such as `{{1}}` and `{{2}}`. Each line under **Template variables** fills
one blank: the first line fills `{{1}}`, the second fills `{{2}}`, and so on. Each line shows the blank's number, a
source, a value box and a red **Remove** button.
| Source | What fills the blank | Value to type | Default |
| - | - | - | - |
| **Contact field** | A detail from the saved contact whose number you are messaging. | `name`, `email`, `phone`, or the exact name of a custom field on the contact. | A new line starts as **Contact field** with `name`. |
| **Send-time value** | A value typed at the moment of sending. On **WhatsApp send** you get one box for each name you choose here. | A short name for the value, for example `order_number`. | Empty |
| **Fixed text** | The same text on every send, for example a discount code. | The text itself. | Empty |
Rules for variables:
* **Order matters.** Removing a line renumbers the lines after it.
* **Only the body.** RuleInside fills the numbered blanks in the template body. It does not fill anything in the
header or the buttons.
* **No empty lines.** If any line has no value, **Save template** stops with **Fill in every variable (or remove the
empty ones).** and nothing is saved.
* **Changing a line's source clears its value.** A line switched back to **Contact field** returns to `name`.
* **The count must match Meta.** RuleInside cannot see the template body at Meta, so it cannot check that you added
one line per blank. Meta refuses a send when the count is wrong.
* **Up to 20 lines.** At 20, **Add variable** is greyed out and the form says **Maximum of 20 variables reached.**
* **No blanks at all?** Leave the list empty. The form then says the template has no numbered blanks in its body.
When a send happens, line breaks, tabs and repeated spaces in each value are turned into single spaces. If a value
comes out empty (for example the contact has no name saved), the message is not sent: it is recorded as **Failed**
with the detail `unresolved template params at index [n]`. The number counts from 0, so `index [0]` means `{{1}}`.
Fill in that detail on the contact, or change the line's source.
## Buttons on the form
| Button | What happens |
| - | - |
| **Save template** | Checks the form, then saves. It reads **Saving…** while it works. On success you see **Template saved.** and the panel closes. If saving fails, a red message explains why (or says **Could not save the template.**) and the panel stays open with your entries. |
| **Cancel** | Closes the panel without saving. Clicking outside the panel or its close button does the same. |
| **Add variable** | Adds a variable line at the end. Nothing is saved until **Save template**. |
| **Remove** | Removes that variable line. Nothing is saved until **Save template**. |
## One template per purpose and kind
Each purpose can hold one **Message** template and one **Call permission** template. A second template for the same
purpose and kind does not sit beside the first: it replaces it.
When the **Purpose** and **Kind** you pick already belong to another template, an amber warning appears at the top
of the form: "A template for this purpose and kind already exists - saving will replace it, not add a new one."
It does not stop you. If you save, the other template's registration is replaced.
The new-template form starts on **Re-engagement (campaigns)** and **Message**, so if you already have a
re-engagement message template you see this warning as soon as the panel opens. Change the purpose before saving
unless you mean to replace it.
## Editing a template
Click **Edit** on a row. The **Edit WhatsApp template** panel opens with that template's settings filled in. Change
what you need and click **Save template**.
**Changing the Purpose or Kind saves a copy and leaves the original.** The template is saved under the new purpose
and kind (replacing whatever was there), and the original row stays exactly as it was. To move a template to another
purpose, save it under the new purpose, then delete the old row.
### Enabling and disabling
Turn **Enabled** off and save to stop RuleInside using a template without deleting it. The **Status** column then
shows **Disabled**. While no enabled message template exists for a purpose:
* manual sends for that purpose are refused;
* automatic follow-ups for that purpose send nothing;
* campaigns that rely on it do not send.
Turn it back on and save to use it again.
## Deleting a template
Click **Delete** on a row. A dialog titled **Delete this template?** explains that the template will be removed and
that any follow-up or campaign relying on it will stop sending until you add a replacement.
* **Keep template** closes the dialog. Nothing changes.
* **Delete template** removes the registration. It reads **Deleting…** while it works, and you see **Template
deleted.** when it is done.
Deleting cannot be undone in the portal. To use the template again you register it again and re-enter its purpose,
kind, category, number and variables. The template itself is **not** deleted at Meta: it stays in WhatsApp Manager.
If deleting fails, a red message explains why (or says **Could not delete the template.**). If the template had
already been removed, for example by another owner, the message is **WhatsApp template not found.**
## Template statuses
Each row has two separate statuses.
### Status (your switch)
| Status | Meaning |
| - | - |
| **Enabled** (green) | RuleInside uses this template for its purpose. |
| **Disabled** (grey) | RuleInside does not use it. It cannot be picked for a manual send, and follow-ups and campaigns for that purpose do not send. |
### Status at WhatsApp
For a number connected through Meta (it shows the **Connected through Meta** badge on **Phone numbers**), each time
the page opens RuleInside asks Meta for your templates and matches each row by its **name and language together**.
| Status | Colour | Meaning |
| - | - | - |
| **Approved** | Green | Meta has approved the template. |
| **Pending review** | Amber | Meta is still reviewing it. |
| **Rejected** | Red | Meta rejected it. |
| **Paused** | Red | Meta paused it. |
| **Disabled** | Red | Meta disabled it. This is Meta's status, not the same as **Disabled** in the **Status** column. |
| **Not on your WhatsApp account** | Red | Meta's full list has no template with this exact name and language. Usually a typo, the wrong language code, or a template approved on a different WhatsApp account from the one now connected. |
| **Could not check** | Grey | Meta could not be read just then (it did not answer in time, refused, or the connection needs attention), or your template list is very long and this template was not in the part that was read. Refresh later. |
| **Not checked** | Grey | Your WhatsApp number is not connected through Meta, so template statuses cannot be read. It does not mean anything is wrong. |
| Any other word | Red | A status Meta reported that RuleInside has no label for (for example ARCHIVED or DELETED), shown as Meta sent it. Only an approved template can be sent, so it is shown as a problem and never treated as approved. |
When Meta's category for a template differs from the **Meta category** you chose, a small line under the status
says so, for example **WhatsApp lists it as UTILITY**. Edit the template and pick the category Meta shows, so the
marketing limit and quiet hours apply correctly.
**At WhatsApp** is there to warn you; it does not stop a send. A template shown as **Rejected** or **Not on your
WhatsApp account** but still **Enabled** is still tried, Meta refuses it, and the send shows **Failed** in the send
log. Fix or disable the template when you see a red status.
## How the category affects sending
The **Meta category** you choose here decides two rules for every send of the template:
* **Weekly marketing limit**: a contact receives at most 4 Marketing WhatsApp messages in any rolling 7 days. Utility
and Authentication templates do not count and are not limited.
* **Marketing quiet hours**: a Marketing template is sent only during the calling hours where the person is, and
waits until then otherwise (an immediate follow-up sent within 24 hours of the shopper's chat is the exception).
Utility and Authentication templates do not wait.
Choose the category Meta gave the template. Every send also passes the consent, opt-out and do-not-contact checks
described in [Why a send is suppressed](/whatsapp-send#why-a-send-is-suppressed).
## STOP and START
A customer who replies **STOP** is opted out of WhatsApp messages and calls from your store, and every later send to them is
suppressed, whatever template you use. Only the customer can opt back in, by replying **START**. See
[STOP and START](/whatsapp#stop-and-start).
## Who can do what
* **Owner**: register, edit, enable, disable and delete templates.
* **Member**: sees the list and the statuses. In place of **New template** they see a note that only account owners
can manage templates, and the **Edit** and **Delete** buttons are greyed out.
## Common questions
No. Write it, add any header, buttons and footer, and get it approved in Meta's WhatsApp Manager. Then register
it here with its exact name and language. To change the wording, edit it at Meta.
In Meta's WhatsApp Manager. RuleInside fills only the numbered blanks in the template body.
Meta has no template with that exact name and language on the connected account. Check the spelling and the
language code (`en` is not `en_US`), and check that the template was approved on the WhatsApp account that is
connected now, not an older one. Edit the row to fix it.
Your WhatsApp number is not connected through Meta, so RuleInside cannot read template statuses. Nothing is
wrong; just make sure the name and language match WhatsApp Manager exactly.
Meta classifies the template differently from the category you chose. Edit the template and choose the category
Meta shows, so the weekly limit and quiet hours apply correctly.
There is one template per purpose and kind, so saving a second one for the same pair replaces the first (the
form warns you before you save). To keep both, register the old one again under another purpose.
That is expected: changing **Purpose** or **Kind** saves a copy under the new pair and leaves the original.
Delete the original if you no longer want it.
You can register a call permission template, but follow-ups, campaigns and manual sends all use **Message**
templates, and **WhatsApp send** cannot use a call permission template.
It appears only when your list of WhatsApp numbers loads. Open **Phone numbers** and check your WhatsApp number
is there and connected.
No. Only the registration in RuleInside is removed. The template stays in WhatsApp Manager and you can register
it again. Follow-ups and campaigns for that purpose stop until you register a replacement.
No. WhatsApp requires a pre-approved template to start a conversation, so RuleInside cannot send free-form text.
No. Members can see the list and statuses, but only the account owner can change them.
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