Templates

Templates are pre-approved WhatsApp message formats used to re-engage customers outside the 24-hour messaging window.

They are a critical part of Inbox automation and are required whenever direct chat replies are no longer allowed.

What Are Templates?

A Template is a WhatsApp-approved message that allows your business to:

• Send messages after the 24-hour window expires
• Re-open conversations with customers
• Share updates, reminders, or follow-ups

Templates are sent as outbound messages and must follow WhatsApp’s content guidelines.

Why Templates Are Required

WhatsApp enforces a 24-hour messaging window.

• Inside the 24-hour window → normal chat replies are allowed
• After 24 hours → only templates can be sent

Templates ensure compliance with WhatsApp policies while allowing businesses to continue communication.

Where Templates Are Used

Templates are used:

• When replying after the 24-hour window
• For follow-ups and reminders
• To restart a closed or inactive conversation
• In automation and flows (where applicable)

ℹ️ Once a customer replies to a template message, a new 24-hour window starts automatically.

Accessing Templates

To manage Templates:

1. Log in to RateUp
2. Go to Inbox
3. Navigate to Automation
4. Click Templates

From here, you can view, create, and manage all WhatsApp templates.

Templates Overview

The Templates page shows:

• Template name
• Category
• Approval status
• Options to edit or view details

Template Categories

WhatsApp templates are categorized for approval purposes:

• Utility – Transactional updates (order status, reminders)
• Marketing – Promotions and offers
• Authentication – OTPs and verification messages

Choosing the correct category is important for approval.

Creating a New Template

To create a template:

1. Click Create Template
2. Enter a template name
3. Select a category
4. Add the message content
5. Submit the template for approval

Templates must be approved by WhatsApp before use.

Template Approval Status

Templates can have the following statuses:

• Pending – Submitted and awaiting approval
• Approved – Ready to use
• Rejected – Needs changes before resubmission

Only approved templates can be sent to customers.

Using Templates in Conversations

When a template is sent:

• The customer receives the message
• The conversation becomes active again
• A new 24-hour messaging window opens upon reply

Templates can be sent manually or triggered via automation.

Templates and Flows

Templates work closely with Flows:

• Flows handle automation inside the 24-hour window
• Templates handle messaging outside the 24-hour window
• Once the customer replies to a template, flows can resume

This ensures a smooth automation-to-human workflow.

Role-Based Access

Business Admin

• Can create, edit, submit, and manage templates

Manager

• Can view templates
• May manage templates based on permissions

Agent

• Can use approved templates in conversations
• Cannot create or edit templates

Best Practices

• Keep template messages clear and concise
• Avoid promotional language in utility templates
• Always provide context in the message
• Use templates only when required
• Monitor approval status regularly

Common Use Cases

• Order updates
• Appointment reminders
• Follow-up messages
• Re-engagement after inactivity
• Support status notifications

What’s Next?

Continue to Automated Reply to learn how instant replies work within the Inbox and how they differ from Flows and Templates.