How to create WhatsApp message templates

Creating message templates is the first essential step to start communicating with your users on WhatsApp through the User.com platform. Whether you’re sending product updates, order reminders, or personalized marketing campaigns, templates ensure your messages meet WhatsApp’s policy requirements and deliver a seamless customer experience.

Check how to create and manage templates both in User.com and in the official WhatsApp (Meta) Template Manager, so you can start building automated, scalable, and compliant WhatsApp communication flows with ease.

Messages Templates Section Overview

The Template Messages section in User.com gives you a centralized hub to manage all your WhatsApp message templates - both those created directly within User.com and those managed via Meta’s WhatsApp Template Manager. This dual view ensures you have full visibility and control over your communication assets in one place.

NOTE! Make a habit of using the “Refresh Templates” button regularly. It ensures that you always have up-to-date visibility of your template statuses—particularly important since only approved templates can be used in WhatsApp campaigns. Templates that are still pending or have been rejected cannot be sent.

Please go to Campaigns > WhatsApp > Settings > Messages Templates

The template table includes several columns to help you quickly evaluate and filter your content:

• Template Name

• Account: The WhatsApp account connected with the User.com app.

• Template type: Currently supported types are:

  • Marketing – used for business-initiated conversations that promote products or services to users who have opted in.

  • Utility – used for business-initiated conversations that provide information, updates, or support regarding specific services or products.

• Language: Identifies the language version of the template.

• Status: Such as Approved, Pending, or Rejected.

• Template source: Whether the template was created in User.com or Meta.

• Refreshed at: Showing the timestamp of the latest synchronization.

• Gear icon: You can edit, copy and delete templates created in User.com and delete the templates created outside the app.

You can also use the filter options on the left side of the section:

• Filter by template type (Marketing or Utility).

• Toggle the “Only valid templates” slider on the left to view only approved and ready-to-send templates.

NOTE! Invalid templates cannot be used or previewed in User.com. Reasons a template may be marked invalid:

• It has a type other than "marketing" or "utility"

• It was created in WhatsApp and contains variables

• It contains media and was not created in User.com

How to Create Message Templates in WhatsApp (Meta) Template Manager

If you prefer to manage your WhatsApp templates directly within Meta’s official platform, you can use the WhatsApp Meta Template Manager. Templates created there are automatically available in your User.com application once you sync them.

To create a new template in the Meta Template Manager, you need to follow WhatsApp’s official instructions, which ensure your message meets all formatting and policy requirements. Once submitted, templates go through an approval process, and only approved templates can be used later on.

How to Create Message Templates in User.com

Creating message templates directly in the User.com platform gives you full control over WhatsApp communications without needing to leave the app. This is especially useful when you want to build customized, dynamic templates tailored to your users and automate your messaging processes.

Navigate to Campaigns > WhatsApp > Settings > Message Templates section and click on the "Create new template +" button i top right corner of the panel.

Once you click the button, the Message Template Editor is opened. You need to fill the details to create your template on the left. On the right side you see the preview of the template with all the fields.

Message template properties

This part of the configuration includes 4 fields:

• Name: Must be unique per language, lowercase only, and cannot include numbers or special characters.

• WhatsApp Business Account: Select the previously connected account from the dropdown list.

• Language: Choose the language variant for your message.

• Template Type: Choose between:

  • Marketing: For promotional, opt-in-required messages.

  • Utility: For updates or service-related notifications.

Content

This part of the template consists of:

• Header: You can choose between 2 options:

  • Text

  • Media: Upload an image, video, file, or paste a URL to import the content from it.

• Body: This is the main message content. You can write a plain text or add dynamic variables linked to user attributes. For example, you want to include the name of the user into the message, use the variable and match it with the "first_name" user attribute from the list. Additionally you need to type the example of the value. For example, "Taylor".

NOTE! Keep in mind that the number of variables you can use in the body depends on the total number of words in that body. To ensure your template is accepted, WhatsApp requires a minimum word count relative to the number of variables. Specifically, you must include at least three total words (including the variable) to use one variable, five words to use two variables, and so on. This guideline helps prevent templates from being too generic or spam-like and ensures better deliverability.

NOTE! The variable cannot start with the number or be numbers only.

• Footer: It's an optional field, where you can add supporting details or disclaimers.

• Button: You can add several buttons into your message template. There are two types to choose from:

  • Quick reply:

    • Text: It can be a simple clickable response. For example, "Yes, I'm interested".

    • Unsubscribe: Such a button automatically opts users out of future WhatsApp campaigns. It means, that the user attribute "Unsubscribed from WhatsApp" will be updated with the "true" value.

  • Call to action includes 2 actions:

    • URL: You can choose between a static and dynamic ulrs. Dynamic ones include the variables that should be connected to the user attributes to extract the value and include into the url.

    • Phone number: It initiates a call when tapped. You need to decide on the text and the phone number.

NOTE! The variable cannot start with the number or be numbers only.

Once you fill all the details you can save the template and wait for the approval. Only approved templates can be used in the campaigns.

NOTE! After every edit session the message template should be approved once again.

Related Articles:

• WhatsApp User.com integration

• How to create a WhatsApp campaign

• Module guide: WhatsApp action trigger

• Module guide: Send a WhatsApp campaign action