Not Allowed Message Types
- Marketing & Promotional messages are not allowed.
- Offers, Offer Coupons and Gift Coupons messages are not allowed
- Up Selling, Cross Selling appending offers, discounts messages along with Transactional or Information Messages are not allowed
- Cold Call Messages are not allowed
- Sending A Survey or Poll related messages are not allowed
- Inclusion of certain words or phrases that make the message template promotional (even though the content of your template may be fine)
- Including any type of exclusion contents in the Image or PDF
- Message templates with spelling mistakes will be rejected
Templates contain potentially abusive or threatening content
Some examples of this include the following:
- Message templates that threaten customers with a legal course of action will be rejected.
- Message templates that threaten to add customers to a WhatsApp group with their friends and family to shame them if they don’t pay back their loans will be rejected.
Tips for Fast Approval Process
In addition to the above, please consider the following to accelerate the approval process.
- Make your message template name clear. Instead of using a name like “template_014,” use “bus_ticket_details”.
- Remember that someone outside of your business will be reviewing your templates. Providing more clarity gives reviewers context around how the template will be used.
- Dont request floating variables i.e
{{1}}–{{2}}Surround the dynamic variable with textual information so it’s clear what will be inserted. - Make sure the dynamic variables are indicates correctly i.e
{{1}}in the message templates, the dynamic variable should starts from 1 and you can have any number of dynamic variable in the template.
Sample Messages & Suggestions
| Category | Templates Got Rejected | Suggestion To Get Approved |
| ACCOUNT_UPDATE | Hello {{1}} your one time OTP is {{2}} Complete Registration and get {{3}} discount now | Remove “ |
| RESERVATION_UPDATE | Here is your boarding pass. If you would like to save 10% on your in-fight dinner order your mean through our app | Remove |
| ACCOUNT_UPDATE | Hello {{1}} Your order {{2}} has been shipped through {{3}} on {{4}} and tracking number is {{5}} Click {{6}} track. Thanks {{7)) | There is no wrong in the message template but the template requested category is wrong , request template with relevant category i.e SHIPPING_UPDATE |
| TICKET_UPDATE | Hello {{1}} Thanks for your interest. Is now a good time to talk ? | Hello {{1}} , regarding the query we have an update, please reply to the message with {[2}} if you would like to get update through WhatsApp. |
| ALERT_UPDATE | Hi, we’re interested in knowing how you feel about certain food groups. Do you mind participating in a survey? | Hello {{1}} Write feedback for your recently ordered item {{2}} {{3}} – Very Bad{{4}} – Disappointed{{5}} – It’s OK{{6}} – Like It{{7}} – Love It Thanks {{8}} |
| ACCOUNT_UPDATE | Hi {{2}} your pending bill amount is {{3}} | Message content is ok but the dynamic variable position must start with {{1}} i.e
Hi {{1}} your pending bill amount is {{2}} |
| ALERT_UPDATE | Hello {{1}}Here is the newsletter of the {{2}} click the link to download {{3}} | Hello {{1}}Your newsletter of the {{2}} is ready. Type {{3}} to get the newsletter |
If you need to write a message template to re-open the 24-hour window, we would suggest starting with some mention of the previous conversation thread. For example: “I’m sorry that I wasn’t able to respond to your concerns yesterday but I’m happy to assist you now. If you’d like to continue this discussion, please reply with ‘yes’.” or “I was able to do some follow-up based on our previous conversation, and I’ve found the answer to your question about our refund policy. If you’d like to continue our conversation, please say ‘yes’.”
The above guidelines is prepared based on our experience and we dont guarantee whether all your templates get’s approval even if you follow the same.
