WhatsApp Integration is in beta. Reach out to your Customer Success Manager if you'd like to get access!
WhatsApp Templates are required to initiate business conversations. WhatsApp Business requires each template to be reviewed by its parent company, Meta, to check for spam and policy violations. Hearsay sends templates to Meta for review as part of the template creation process. Typically, Meta reviews templates within minutes using machine learning. If Meta’s algorithms can’t process a template, it automatically goes to human review, which can take up to 24 hours for a decision.
Meta generally rejects templates for three reasons:
- The template contains marketing-related text. WhatsApp Templates can only be used to initiate or continue a conversation, deliver account alerts, and manage opt-ins.
- The template breaks Meta’s or WhatsApp’s Terms of Service, Commerce Policy, Business Policy, or is seen as abusive.
- The template is too generic and could potentially be used for spam or abuse.
Only admins or approved users can create WhatsApp Templates, which become available to all WhatsApp Senders within the organization. To create a WhatsApp Template:
- In the Hearsay Desktop side menu, under Conversations, click My Templates.
- In the top-right, click New Template. A template publisher opens.
- Add a template name.
- Select the WhatsApp template type.
- In the Template Body section, add template text.
- Click Save and Publish. The template will be sent to Meta for review and it will appear in My Templates as Pending.
Optionally, click the caret and select Save as draft. Draft templates aren’t sent for review and can be accessed in My Templates. - After review, the template’s status will change to one of the following:
- Published - The template has been approved and is available for use.
- Denied - The template has been rejected during the review.
- Disabled - The template has been disabled due to recurring negative feedback or for violating policies.
- Paused - The template has been paused due to recurring negative feedback, typically resulting from "block" and "report spam" actions associated with the template. Templates with this status can’t be used.
NOTE: WhatsApp Templates can't be modified after they've been published. If you'd like to edit a published WhatsApp Template, delete the existing template and create a new one. WhatsApp Templates that are saved as drafts can be edited.
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