WhatsApp message templates let your team initiate conversations or contact customers after the 24-hour customer service window has closed. Templates are created and approved by Meta before they can be used in Crisp.

Before you start

• Your WhatsApp Business Account is connected to Crisp.
• You have administrator access to the associated Meta Business account.
• You know what type of message you want to send.

Create a WhatsApp template

• Open WhatsApp Manager

1. Open Meta Business Manager.
2. Select your business.
3. Open Business Settings.
4. Go to Accounts → WhatsApp Accounts.
5. Select your WhatsApp Business Account.
6. Open Settings, then click WhatsApp Manager.

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• Create the template

In WhatsApp Manager:

1. Go to Account Tools → Message Templates.
2. Click Create Template.
3. Select the appropriate template category.

WhatsApp provides three main categories:

• Utility: Updates related to a customer action, such as an order confirmation, delivery update or appointment reminder.
• Authentication: Verification codes and one-time passwords.
• Marketing: Promotions, product announcements, offers and customer re-engagement messages.

Choose the category carefully. Meta may reject or recategorize templates whose content does not match the selected category.

• Name your template

Enter a descriptive name such note that templates names can only contain lowercase letters, numbers and underscores.
Next, select the language used in the message. Create a separate version for each language you want to support.

• Write your message

A template can contain four main components:

• Header: Optional text, image, video or document.
• Body: The main message.
• Footer: Optional secondary information.
• Buttons: Optional quick replies or actions such as opening a website or calling a phone number.

You can insert variables for information that changes between recipients:

Hello {{1}}, your order {{2}} has been shipped.

When creating a template containing variables, Meta requires you to provide realistic sample values for each variable. For example:

• {{1}} → Sarah
• {{2}} → CRP-2048

Variables should have a clear purpose and should not make the message difficult to understand when reviewed.

• Submit the template

Review the preview, then click Submit. Meta will review the template. Its status will appear in WhatsApp Manager as pending, approved or rejected. When an approved template becomes available, it will automatically appear in the WhatsApp template selector inside Crisp. Only templates approved by Meta can be sent from Crisp.

Send the template from Crisp

Open the relevant conversation in Crisp:

1. Inside the WhatsApp Widget (in the right sidebar) of the conversation you will find all the approved templates linked to your account
2. Choose a template.
3. Check each required variable.
4. Review the message and send it.

You need to send templates to a list of contacts ?

Send a catalog message template

A catalog template is a WhatsApp marketing message connected to your product catalog in Meta Commerce Manager. It lets customers open and browse your products directly inside WhatsApp rather than following an external link.

1. Create a catalog in Meta Commerce Manager.
2. Link the catalog to your WhatsApp Business account.
3. Create a Marketing message template and select the product message option.
4. Wait for the template to be approved.
5. In the Crisp WhatsApp widget, select the approved template, fill in any message variables, then add the catalog content ID from the item you want to show in the message header.

The customer can then tap View catalog and explore your products, images and prices.

Why is my template not available in Crisp ?

Check that:

• The template has been approved by Meta.
• It was created under the WhatsApp Business Account connected to Crisp.
• All required variables have been completed.
• The selected category matches the message content.
• The message complies with WhatsApp Business messaging policies.

When a template is rejected, you can edit and resubmit it. You can also request another review when you believe the rejection was incorrect.

Updated on: 16/07/2026