→ Learn how to send a WhatsApp Message Template for Approval here.
→ Learn about the WhatsApp Template Status here.
How do I get a WhatsApp Message Template APPROVED?
The way in which your business communicates and the frequency of that communication can significantly influence how your brand and guests perceive you.
Therefore, it is essential to proactively strategise your approach on WhatsApp, particularly to avoid Message Template rejections.
Please note that 👉 WhatsApp (Facebook-Meta) is gradually shifting its template verification process towards AI.
In contrast to the past (before the 1st of June 2023), they now handle content differently for various languages. Consequently, a single template can now be Approved in one language while being Rejected in another.
Additionally, the introduction of new categories (learn more about them here), which are also validated by bots, has resulted in a rise in rejections.
To increase the possibility of getting your WhatsApp Message Template approved, please take into account the following guidelines:
- Ensure your Message Template Name-Title is clear. Instead of using generic names like "template_014," opt for more descriptive names such as "Your reservation online check-in details". This provides reviewers/AI with context regarding the template's purpose. ❗The Message Template Name-Title is not shared with your guests!
- Make sure your WhatsApp template has line breaks between content, but not more than one next to each other.
- Do not submit a Message Template that is an exact copy of another template that already exists, even if it is for another property in your account. The template won't be accepted if you send a template with the same content. Nevertheless, you can always change the template and send it again for approval.
- Avoid content that violates WhatsApp’s Commerce Policy. When you offer products or provide services, WhatsApp sees all the messages and images you share about them, including details, prices, fees, taxes, and any important legal information included in the deal. You can find WhatsApp’s Commerce Policy here.
- Do not request sensitive information from guests, such as credit card numbers, bank accounts, ID numbers, or passport numbers. It is okay to ask for not critically private info such as guest contact details or when guests will arrive at the hotel.
- Avoid using URL shorteners (e.g., bit.ly, TinyURL, or goo.gl) as they hide the destination of the intended link.
How to check your WhatsApp Message Templates?
Bookboost has a new functionality that allows you to verify your various Message Templates from one place.
You can access the WhatsApp Templates window by clicking on the menu displayed at the top-right corner of your campaigns.
From the WhatsApp Template window, you can check the status of your template in all languages, the category for which it has been sent (UTILITY, MARKETING), and resubmit the templates for approval to WhatsApp.
By clicking on Sync, you will get the latest status of all your WhatsApp Message Templates.
What else can you do if your WhatsApp Message Template gets Rejected?
If you have followed the above guidelines and still got your WhatsApp Message Template rejected, it might be due to the category assigned.
All WhatsApp Message Templates are sent in the UTILITY category by default.
In this case, you have the possibility to re-submit them as a MARKETING** category.
Please follow the instructions below:
- Upon noticing that your template was initially rejected as UTILITY, by seeing the ‘Rejected’ symbol under your Campaign, click on the three dots located at the top-right corner of the Campaign, and then select 'WhatsApp templates.’
- Hover over the REJECTED legend on the WhatsApp Template window and click on it.
This will automatically send the template for approval again, however, this time under the MARKETING category.
- If your template gets rejected under the MARKETING category, this means that you will have to perform changes in the content of your Campaign to better comply with WhatsApp guidelines.
What if it says “Missing”?
This means we are awaiting WhatsApp's decision regarding the template's status. As a result, a "Missing" status will be displayed when clicking on WhatsApp Templates.
If the status remains unchanged 24 hours later and after clicking "Sync", please reach out to our Support team. You can find the contact details at the bottom of this page.
** Please note that pricing for the Marketing category is higher than for Utility services. For detailed information on the rates, please visit the WhatsApp pricing page here.
At Bookboost, we do not add any markup to these rates. You will receive your WhatsApp invoice with no additional fees from us.
Additional Tips
→ If you need to create a message template to reopen a 24-hour window, consider referencing the previous conversation thread.
For instance, you could start by acknowledging the delay in response and expressing your willingness to assist: "I apologize for the delay in addressing your concerns. I'm available now to help you. If you would like to continue the conversation, please reply with 'yes'."
Alternatively, if you have gathered additional information based on the previous conversation, you can mention it: "Following up on our previous discussion, I have found the answer to your question about our refund policy. If you would like to continue our conversation, please respond with 'yes'."
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