WhatsApp Templates & Campaigns

Sending a WhatsApp message to your customers takes two steps. First you create a template the reusable design of your message, with its text, image, and buttons. Then you send that template to your chosen audience as a campaign. This guide covers both, in order.

Note:  WhatsApp usually reviews a new template before it can be sent, so a template may take a little while to become available to use in a campaign.

Part A  Create a WhatsApp template

Open the template builder

• Go to Settings → WhatsApp Account, then click View Templates.
• Click Add to open the template builder (you’ll see WhatsApp Template / Add at the top).

Step 1  Fill in the basics

On the left, set up the template details:

• Template Name: Lowercase letters, numbers, and underscores only (e.g. summer_shake_offer). Up to 512 characters.
• Category: Choose Utility (updates and alerts) or Marketing (promotions and offers).
• Language: The language your message is written in.
• Notification Name: Optional a friendly name to help you find the template later.
• WABA ID: Only needed if you have more than one WhatsApp Business account pick which one this template belongs to.
• Enable: Turn this on to make the template active.

Step 2  Choose a template type

In the middle, pick how your message is structured:

• Standard: A single message with one product or offer.
• Carousel: A swipeable set of cards up to 10 products in one message.

Building a Standard template

A Standard template shows one product or message.

• Header (optional): choose a Type  Text or a media type like Image  then add the title or upload the media (JPEG/PNG, up to 5 MB).
• Body (required): write your message (up to 1024 characters). You can personalise it with variables like {{user.first_name}}.
• Footer (optional): a short line of text at the bottom.
• Button (optional): add a button  see Buttons below.

The Preview on the right updates live as you type.

Building a Carousel template

A Carousel template shows up to 10 products as swipeable cards.

• Body (required): the message shown above the cards. Variables are supported.
• Buttons shared across all cards: add up to 2 buttons that apply to every card.
• Cards: add between 2 and 10 cards. For each card, add an Image (JPEG/PNG, up to 5 MB; recommended 800 × 418 px landscape or 800 × 800 px square), a body, and a button/link.
• Use Add card to add more, and the arrows to move between cards.

Buttons

Buttons let customers respond or take action. Click Add Button and choose:

• Quick Reply: Sends a ready-made reply back to you.
• Visit Website: Opens a link, such as your product page.
• Call Phone Number: Dials a phone number.

Shortcut: Import products from your catalogue

Instead of filling everything by hand, click Import Products at the top to pull products straight from your catalogue. Their image, name, and link fill in automatically.

• Standard: Choose one product.
• Carousel: Choose up to 10 products one per card.

Save your template

When you’re done, click Save (top right). Your template is saved and will appear in your templates list, ready to use in a campaign.

Part B  Send your template as a campaign

1. Go to Marketing → Campaigns.
2. You’ll see all your campaigns with their status. Use the tabs (All, Pending, Finished, Cancelled, Scheduled) or the search box to find one.
3. Click Add New to start a new campaign.

Creating a campaign has three steps, shown along the top: Details → Content → Review.

Step 1 Add Details

• Enter a Campaign Name and Description.
• Choose the Campaign Type: Email, WhatsApp, or Push. For a WhatsApp template, pick WhatsApp.
• Choose your Recipients Users, User Group, User Segment, All Users, or All Sellers.
• Optionally set a Schedule (date and time) to send later or leave it blank to send now.
• Click Continue.

Step 2 Content

1. Choose your WABA ID (your WhatsApp Business Account).
2. Search and select the WhatsApp Template you created.
3. Check the live WhatsApp Preview on the right.
4. If your button uses a changing link, tick Contains dynamic url; otherwise leave it off.

Note:  For a carousel template, the outer message personalises per recipient at send time, but the card images and content come from the template and can’t be changed here.

Step 3  Review & send

1. Check the Campaign Info, Recipients, and WhatsApp Config.
2. Preview the message one last time.
3. Click Submit Campaign to send (or schedule) it. Use Previous to go back and edit.

Quick reference

Standard vs Carousel

Categories: Utility vs Marketing

• Utility: Transactional messages order updates, reminders, and alerts.
• Marketing: Promotions, offers, new arrivals, and announcements.

Campaign statuses

• Pending: Waiting to be sent.
• Scheduled: Set to send at a future date and time.
• Finished: Sent successfully.
• Cancelled: Stopped before sending.
• Errored: Something went wrong open it to check the details.

Handy tips

• Name templates clearly (lowercase_with_underscores) so they’re easy to find later.
• Use Import Products to save time and avoid typos in product links.
• Personalise with variables like {{user.first_name}} for friendlier messages.
• Preview before saving or sending  what you see is what your customer gets.
• Target the right people with a User Segment or User Group instead of All Users.
• Schedule marketing campaigns for a time your customers are most active.