For each category, we outline the message objective, business goal and example templates.

For each category, we outline the message objective, business goal and example templates.

## Marketing templates

Marketing templates are our most flexible. They can enable businesses to achieve a wide range of goals, from generating awareness to driving sales and more.

| Message Objective | Business Goal | Example Templates |
|----|----|----|
| **Awareness** | Generate awareness of your business, products, or services among customers who have subscribed to receive messages from your business on WhatsApp. | • "Did you know? We installed a new tower in your area so you can enjoy a better network experience. To learn more, visit our site {{link}}." |
|    |    | • "Diwali is around the corner! Join us at {{shop_name}} on October 24 to celebrate with friends and family. For more details about our event, click {{link}}." |
|    |    | • "Looking for a getaway this fall? Our newest resort just opened in {{location}}: the perfect place to relax and unwind. Learn more here: {{link}}" |
| **Sales** | Send general promotional offers to customers related to sales events, coupons or other content intended to drive sales. | • "As a thank you for your last order, please enjoy 15% off your next order. Use code LOYAL15 at checkout. Visit our site here {{shop_link}}." |
|    |    | • "Refer → save! Use code FRIEND so you both earn $10 off your next order." |
|    |    | • "Upgrade to our Premium cabin to enjoy more benefits, like additional legroom and priority boarding. Click {{link}} or log into our app to upgrade." |
|    |    | • "You have been pre-approved for our credit card! Enjoy an introductory offer of {{promo}} if you apply via your personalized link: {{link}}." |
|    |    | • "Don’t forget! Today only, get double points on your purchases. Visit your nearest store and use your phone number at check-out." |
| **Retargeting** | Promote relevant offers or other call-to-actions to customers who may have visited your website, used your app, or engaged with your products and services. | • "Don't miss out on your favorite shows! Re-subscribe now: {{link}}" |
|    |    | • "You left items in your cart! Don’t worry, we saved them for you. Click here to checkout now: {{link}}." |
|    |    | • "Thank you for visiting our site. You can secure your health insurance in a few easy clicks – continue here: {{link}}." |
|    |    | • "You didn’t finish your application! Please log into your profile here to pick up where you left off: {{link}}." |
|    |    | • "We miss you! Join us for an afternoon or evening of fun with your family. Click here to book with a special rate: {{link}}." |
| **App Promotion** | Request customers to install or take a specific action with your app. | • "Did you know? You can now checkout in our app. Download it here {{link}} to check out our streamlined experience." |
|    |    | • "Thank you for using our app. We noticed you have not used our latest feature, {{feature}}. Click here {{link}} to learn more about how this benefits you!" |
|    |    | • "In-app only: 20% off this week! Use code SUMMER20 to save on select styles. To download our app, click here: {{promo_link}}." |
|    |    | • "Hi {{name}}, your friend {{refer}} recently joined our community. Send them a welcome message today: {{welcome_msg}}" |
| **Build Customer Relationships** | Strengthen customer relationships through personalized messages or by prompting new conversations. | • "{{Name}}, did you think we’d forget? No way! Happy birthday! We wish you the best in the year ahead." |
|    |    | • "As we approach the end of the year, we reflect on what drives us: You. Thank you for being a valued customer. We look forward to continuing to serve you" |
|    |    | • "Hello, I am the new virtual assistant. I can help you discover products or provide support. Please reach out if I can help!" |

Also considered marketing templates are:

* Templates with mixed content (e.g. Both utility and marketing, such as order update with a promo or offer).
* Templates where contents are unclear (e.g., contents are only “{{variable_name}}” or “Congratulations!”).


:::info
Note: Examples are illustrative only, templates containing similar content or content including this example text may be categorized differently based on their exact content.

:::

## Utility templates

Utility templates are typically triggered by a user action or request. They must include specificity about the active or ongoing transaction, account, subscription or interaction to which they relate. For example, an order confirmation must contain an order number.

| Message Objective | Business Goal | Example Templates |
|----|----|----|
| **Opt-In Management on WhatsApp** | Confirm opt-in for receiving messages on WhatsApp as a follow-up to opt-in collected via other channels (e.g., website, email). Also confirm opt-out. | • "Thanks for confirming opt-in! You’re in. You’ll now receive notifications via WhatsApp." |
|    |    | • "Thank you for confirming your opt-out preference. You will no longer receive messages from us on WhatsApp." |
| **Order Management** | Confirm, update, or cancel an order or transaction with a customer using specific order or transaction details in the body of your message. | • "Thank you! Your order {{order_id}} is confirmed. We will let you know once your package is on its way." |
|    |    | • "Hooray! Your package from order {{order_number}} is on its way. Your tracking number is {{tracking_id}} and expected delivery date is {{delivery_date}}." |
|    |    | • "Unfortunately, one item from your order {{oder_id}} is backordered. We will follow up with an estimated ship date. If you wish to cancel and receive a refund, please click here: {{cancel_link}}" |
|    |    | • "We have received your item from order {{order_id}}. Your refund for {{refund_id}} has been processed. Thank you for your business." |
| **Account Alerts or Updates** | Send important account updates, including time-sensitive alerts, safety information, payment reminders, and other information relevant to already-purchased or subscribed products and services.These messages should not intend to upsell or cross-sell new products or services. | • "Daily update for account ending in {{account_id}}: Your balance is {{balance}}." |
|    |    | • "Reminder: Your monthly payment for your subscription to {{account_id}} will be billed on {{billing_date}} to the card you have saved on file." |
|    |    | • "To finish setting up your profile, you need to upload a photo. Please click here to upload: {{link}}." |
|    |    | • "The product you ordered {{order_id}} on {{order_date}} has been recalled. Please click here {{link}} to learn more." |
|    |    | • "There is a tornado alert in your area. We recommend you remain indoors until {date}} o'clock today." |
| **Feedback Surveys** | Collect feedback on previous orders, interactions or ongoing relationships with customers.These messages should not be about requesting feedback related to potential upsell or cross-sell opportunities. | • "We have delivered your order {{order_id}}! Please let us know if there was any issue by reaching out here: {{support_link}}." |
|    |    | • "Your feedback ensures we continually improve. Please click here {{feedback_link}} to share your thoughts on your recent visit at our {{shop}} location. Thank you in advance!" |
|    |    | • "You chatted with us online recently about order {{order_id}}. How was your experience? Click to fill out a short survey: {{survey_link}}." |
| **Continue a Conversation on WhatsApp** | Send a message to start an interaction on WhatsApp that began in another channel.These messages should not be initiated without a user having requested the conversation to be moved to WhatsApp. | • "Hi! I see you requested support via our online chat. I am the virtual assistant on WhatsApp. How can I help?" |
|    |    | • "Hi {{name}}, we are following up on your call with customer service on {{date}}. Your case has progressed to the next step. Please log into your account to continue: {{account_link}}." |


:::info
Note: Examples are illustrative only, templates containing similar content or content including this example text may be categorized differently based on their exact content.

:::

## Authentication templates

Authentication templates enable businesses to authenticate users with one-time passcodes (usually 4-8 digit alphanumeric codes), potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges).

Authentication templates are our most restricted. For a template to be classified as authentication, a business must:

* Use WhatsApp’s preset authentication message templates, which include optional add-ons like security disclaimers and expiry warnings
* Configure a one-time password button (copy-code or one-tap)
* Follow content restrictions: URLs, media, and emojis are not allowed for authentication template content or parameters. Additional length restrictions of 15 characters also apply to parameters.

| Definition | Examples |
|----|----|
| **Authentication code** | • "{{1}} is your verification code." |
|    | • "{{1}} is your verification code. For your security, do not share this code." |
|    | • "{{1}} is your verification code. This code expires in 15 minutes." |




Template Category Guidelines

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AI Support Agent (KnowBot)

AI Support Agent (KnowBot) advanced settings

​AI Support Agent (KnowBot)

Whatsapp Flows

Custom Attributes for Whatsapp Flows

How to create a Rule for keywords

How to create an automation rule?

Learn more about Triggers

Learn more about Actions in Rules

Learn more about Filters in Rules

How to Automatically Assign a Chat to the Last Assignee

Rule-based Automation

CTWA Feature Highlights on WATI

Crash course in CTWA - all you need to know to get started!

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Wati and Google CTM Ads

General FAQs: CTWA

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How to manage notifications and sound?

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How to change my timezone in WATI?

Personalize your account

How to add team and assign user to team?

Detail Access Menu of each Roles

How to view, search and delete users?

How to force logout a specific user from all active sessions?

Manage your Users

How to add a single contact?

How to add attributes to a contact?

How to import contacts to Wati?

How can I edit a contact?

How do I remove contacts?

How do I search and sort contacts?

How to add an attribute in bulk to a list of contacts?

How to delete contact attribute in bulk?

Manage your Contacts

Introduction to Team Inbox Analytics

Overview section

Team Inbox scheduled report

Operator Performance chart

Analytics and Reporting

How to enable Catalog feature for your Wati WhatsApp API number

How to send Catalog messages via Keyword action

How to use Wati Chatbot builder to send Catalog Messages

What are sets & How to create sets in your catalog

How to trigger a reply message once the “View sent cart” catalog message is sent from customer

How to use Sync button for Catalog feature

How to collect customer order details from Catalog orders using Google sheets

Orders page to display Catalog orders

How to collect online payment for catalog orders using Razorpay payment gateway

How to enable Auto Checkout and collect payment for my Catalog order?

What are item variants in a catalog

How to add variants for items when Catalog created using Google Sheet

How to set up a checkout flow for catalog orders using Wati Chatbot builder

Mandatory fields & specifications required to be added to product items when creating catalog

Catalog

How Long until My Template is Approved?

How do I increase the expiry time of chats?

What is the difference between template message and session message?

What are actions in Template Messages Page?

What is a template message?

What are template formatting rules?

What is the max numbers of template message submission?

What are the supported languages for template update?

Could I attach a PDF or image into a template message?

How to avoid template message rejection?

How to add buttons with template messages?

How to export and import template messages from one environment to a new environment?

How do I check and add credit to send broadcast template message

How to create and submit template messages in WATI?

Are non-transactional messages allowed with WhatsApp Business APIs?

How to use interactive messages?

How to get Opt-in for WhatsApp Messaging?

Template Message Guidelines

How to add buttons to templates?

How to trigger a chatbot with template?

Troubleshoot template message rejection

How to create a carousel template

What are limited time offer templates?

Understanding Meta’s Latest Updates on Template Approval

Template Messages

What and how to add a Default Action?

Setting working hours

Default Action

What is a Reply Material?

How do I add a Reply Material?

How to use the Sequence feature?

Reply Material

What and how to access Chatbot Builder?

How to build a chatbot?

How to use Questions for Chatbot builder?

How to use Conditions for Chatbot Builder

Advance Chatbot Builder: Setup Subscribe or Unsubscribe

Advance chatbot builder: Setup Assign User / Assign Team

Advance Chatbot builder: Update Attribute

Advance chatbot builder: Webhook

What features are available in advance chatbot builder

Advance Chatbot Builder: Template

How to collect data with Google sheets in Chatbots

Chatbot Builder: What is a node and how many types of node?

Export and Import of Chatbots

Advance Chatbot Builder: Time Delay

How to create list message & message with reply button?

Advanced Chatbot Builder: Trigger Chatbot

Why is my chatbot not working?

How to test a chatbot?

Automatic chat assignment (Round Robin assignment)

How to use Fallback Message

How to use Chatbot Timer?

How to build a Chatbot

Steps to trigger a chatbot in Wati

Chatbot

How do I add a Keyword Action?

What is Keyword Action?

Keyword Action

Routing

What is WATI Automation Feature?

How does WATI Automation Feature work?

How to make a Backward Chatbot?

Automation

Building your WATI chatbot

Tips to send personalized media content broadcast to each number

How to send message to someone who is not in the Contact List?

Is there a limit of broadcast messages?

How do I edit or delete a scheduled broadcast?

What is a Broadcast History?

Where can I see Broadcast Statistics?

How can I search and filter Broadcasts?

How to Troubleshoot Common Errors? 

How to allow users to Opt-Out or Unsubscribe from Broadcasts?

Messaging limit for Click-to-WhatsApp Ads (CTWA)

How to easily broadcast to a subset of your Shopify customers on Wati?

How can I send catalog messages?

How can I use coupon codes?

"Message Undeliverable" when sending template messages

How can I enable click tracking for my templates?

Why is Meta/Wati restricting my messages?

General FAQs: Broadcasts

Broadcast

How to add contact to Favorite?

How to add a tag to chat?

How to use quick replies/canned replies?

How to search and filter chats?

How to download chats from WATI?

What happens if someone you blocked messages you again?

WATI Account running Slow

Copy Conversation URL

Supported media types & sizes on WATI

Understanding Different Chat Statuses

Multi-channel Team Inbox

Phone number masking in Team Inbox

How to add custom parameters/attributes?

How to start a new Chat?

How to Transcribe Audio Messages (Beta)

Team Inbox

Export Chats from Wati

WATI and its Features

How to Use a Phone Number Previously Registered With WhatsApp Business

How to Update the Connected Phone Number and Business Portfolio

How to Connect Your WhatsApp Number to Wati

Getting Free WhatsApp Business Phone Numbers from Meta

How to Reconnect your Phone Number to Wati

Understanding Your WhatsApp Phone Number Connection Status

Migrating Your WhatsApp Business Account from Another BSP to Wati

Connecting Your WhatsApp Phone Number to Facebook and Instagram

Creating a QR Code for Your WhatsApp Number

Choosing the Right Phone Number for WhatsApp

Phone Number Guide: Everything You Need To Know

Manage Multiple WhatsApp Numbers in a Single Wati Account

Connect Your Number

How to Enable Two-Factor Authentication (2FA) in Wati

Is Wati GDPR (General Data Protection Regulation) Compliant?

Wati Security and Data Management

How to Check Known Issues on Wati

Privacy & Security

General FAQs: Marketing Messages Lite (MM Lite) 

What are the most frequent problems encountered in the Embedded Signup process?

How to create or send your First Broadcast

Prerequisites before you Get Started with Wati

How to Create your First Chatbot

Creating Your Wati Account

How to Change or Update your Display Name on Wati

Guidelines to Choose your Display Name

How to Set Up or Update Your WhatsApp Account Profile

How to Change Your Timezone in Wati

How to Change the Language in Wati

Managing Notifications and Sounds in Wati

How to Configure Auto replies and OOO messages

How to Create Your First Template Message

How to Add your First Contact

Introduction to the Team Inbox

Marketing Messages Lite (MM Lite): All you need to Know

Getting Started

Steps to Complete Facebook Business Verification

How to Raise an Appeal for Account Review

How to Apply for Official WhatsApp Business Account (Blue Tick Verification)

A Deep Dive into WhatsApp Manager: What You Should Know

WhatsApp Business Account (WABA): Everything You Need To Know

Get Verified by Facebook