Setting up WhatsApp Messages Template Setting up WhatsApp Messages Template

Setting up WhatsApp Messages Template

Maria Scieranska

Objective

Setting up WhatsApp Message Templates in Conversational Connect (Jumper.ai)

Applies To

  • Conversational Connect (Jumper.ai)
  • WhatsApp Broadcasts
  • WhatsApp Template Messages
  • Live Chat
  • Bot Builder
  • Broadcast

A WhatsApp Message template is required to start a business-initiated conversation. These conversations can include customer care messages, appointment reminders, payment or shipping updates, alerts, and more.

WhatsApp Message Templates are used to initiate conversations with customers. They are the only type of message that can be sent to customers who have not yet started a conversation with you, or who have not interacted with you in an existing chat for more than 24 hours.
These Message templates ensure that business-initiated communication follows WhatsApp guidelines

Jumper allows businesses to send pre-approved WhatsApp messages to customers using Broadcasts, Live Chat, or the Bot Builder.

To use a WhatsApp Message Template, you must first submit it to WhatsApp for approval. Each template is reviewed, usually within 24 hours or less, to ensure high-quality content and prevent spam.

Once your template is approved, you can use it to send messages to your customers on WhatsApp.

Notes:

  • You will be charged for any customers who receive the template message after 24 hours of interaction. Read more about WhatsApp Pricing.
  • To know more about Messaging Limits, check here - Quality Rating and Messaging Limits - WhatsApp Business Platform.

    If you want to use Jumper to send messages to your WhatsApp customers, you must create your WhatsApp Message Templates directly in Jumper under Channels → WhatsApp → Message Templates. Templates created directly in Facebook Business Manager cannot be used in Jumper.

Procedure

  1. Navigate to Channels →  WhatsApp in the menu.

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  2. Click on the Message Templates tab under WhatsApp.

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  3. Now, click on the Create new button to get started with creating a WhatsApp template.

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  4. First, provide a name for your template (lowercase). Do not use spaces between words; instead, use ‘_’. (e.g. greeting_template)

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  5. Now, select a Template type from the dropdown list based on the category that best fits your message.

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    Marketing -  Marketing templates are our most flexible. They can enable businesses to achieve a wide range of goals, from generating awareness to driving sales and more.

    Utility - Utility templates are typically triggered by a user action or request. For a template to be categorized as a utility, it needs to meet both criteria below:

    1. Must be non-promotional, not containing any promotional or persuasive intent.
    2. Must ALSO be either specific to or requested by the user (clearly related to their order, account, services, or transactions) OR essential or critical to the user (for example, to ensure user safety).

    💡 Read more about Guidelines for utility and marketing templates.  

  6. Select a language for your Template from the dropdown list.

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  7. Now, select a Message type as Generic / Custom from the dropdown list.

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  8. In the Header section, you can add Text, Image, Video, or File formats to your message template. The header is optional, and you can skip it by selecting 'None'.

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    To add a text message in the header section, select Text from the dropdown list and enter your message in the input box. The text can be up to 60 characters long.

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    To add an Image, Video, or Document in the header section, select the appropriate option and upload a sample file for the template. Once the template is approved, you can replace the sample with the original file when creating your message.

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  9. Body
    In the Body section, you can add interactive messages that include text, emojis, variables, and button options (e.g., Quick Reply, URL Phone Number, or a combination of these buttons).
    Note: Buttons and variables are optional


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    Text with Variables:

    In the text field of the Body section, you can insert multiple variables from the available list: User First Name, User Last Name, User Email, User Phone Number, and Custom Fields. To insert a variable, click the < -- > option and select the required variable.

    Example: If you added the variable User First Name in your message, customers will receive the message with their saved first name dynamically inserted.

    Note:

    The character limit for the Body text field is 1024 characters.

    If your message contains variables, avoid using the full character limit to ensure proper message rendering.

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    Buttons

    Buttons are optional interactive elements that trigger specific actions when tapped. Each template can include up to 10 buttons in total, with limits based on button type and combination rules.

    There are three button types:

    Quick Reply
    Phone Number
    URL
    You may combine different types within a single template, provided the total number of buttons does not exceed 10.

    Note: If a template includes more than three buttons, only the first two will be shown in the delivered message. The remaining buttons will be grouped under a See all options button, which expands to display the additional choices.

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    Combination 1: 2 CTA buttons

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    Combination 3: 1 CTA & 9 Quick reply buttons

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    Combination 4: 2 CTA buttons & 8 Quick reply buttons.

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    Quick Reply

    With Quick Reply, you can add up to 10 buttons  to your message template.

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    To add a Quick reply button, click the +Add New option to start adding your button.
    Click the button, then select Quick Reply from the Button Type dropdown list.

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    You will now find a new sub-section to configure the button options. Here, you need to provide a button label and select one of the button action options: ‘Start a Bot Flow’,  'Ping Live Chat ', 'Ping Live Chat (Assign to Agent) ', or 'Custom Payload.' Once you are done, click the 'Save' button to save your button.
     

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    To remove any added action for the button, click on the delete icon.

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    Phone number button

    In this button type, you can have a maximum of 1 button for calling a phone number.
    To add a Phone number button, click the +Add New option to start adding your button.

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    You will now see that the button has been added. Click the button, then select Phone Number from the Button Type dropdown list.

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    You will now see a new sub-section to configure the button options, where you need to provide a button label and enter the phone number, including the country code prefix. Once done, click the 'Save' button to save your button.

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    URL button 

    In this button type, you can have a maximum of two URL buttons.
    To add a URL button, click the +Add New option to start adding your button.


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    You will now see that the button has been added. Click the button, then select URL from the Button Type dropdown list.

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    You will now see a new sub-section to configure the button options, where you need to provide a button label, select the URL type between Static & Dynamic, and enter the URL. Once done, click the 'Save' button to save your button.

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    Note: The URL must begin with either http:// or https:// to be a valid URL.
    The Dynamic URL feature allows you to append a single variable ({{1}}) to the end of a URL. Example: https://jumper.ai/order-receipt/{{1}}

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    Usage

    When the URL is shared with a customer (via Broadcast, Bot Builder, or Live Chat), the variable can be mapped with the custom data field.

    This ensures each customer receives a personalized link containing the relevant information.

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    Note: To remove a button, select it and click the Delete icon located next to the Save button. The selected button will then be deleted.

  10. Footers 

Footers are optional text-only components that appear immediately after the body component. Templates are limited to one footer component.
In the Footer section, you can add a short text for your customer in the input field ( e.g., To unsubscribe, type STOP. To resubscribe, type START). If you do not wish to add a footer section for your template, you can skip this step. The character limit for the text is 60.

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11. Once you have added your details to the template, click the “Save Template” button. 

Note: Always double-check your template and review the preview before saving, as it will be forwarded to WhatsApp for approval and cannot be edited once submitted.

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12. You can check the status of your added templates under the STATUS column on the WhatsApp message templates page. Once your template is approved, you can share it with your customers.

Green Status Indicates - Approved

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Yellow Status Indicates - Pending for review.

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To view a template with pending status, click the “View” icon.

Red Status Indicates - Rejected after review.
If your template is rejected, you can view the reason for rejection under the status column.

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Reason the message template could get rejected:
A. Incorrect Category
B. Abusive Content
C. Invalid Format
D. Promotional
E. Tag Content Mismatch
F.  Scam
G. None

13. To edit a template, click the “Edit” icon under the ACTIONS column.

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14. To delete a template, click the “Delete” icon in the same column.

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Common Rejection Reasons as per Meta [Link]

Submissions are commonly rejected for the following reasons, so make sure you avoid these mistakes.

Parameter Formatting

  • Variable parameters are missing or have mismatched curly braces. The correct format is {{1}}.
  • Variable parameters contain special characters such as a #, $, or %.
  • Variable parameters are not sequential. For example, {{1}}, {{2}}, {{4}}, {{5}} are defined but {{3}} does not exist.
  • The template contains too many variable parameters relative to the message length. You need to decrease the number of variable parameters or increase the message length.
  • The message template cannot start or end with a parameter i.e. dangling parameters are not allowed.

Content and Policy Violations

  • The message template contains content that violates WhatsApp’s Commerce Policy: When you offer goods or services for sale, we consider all messages and media related to your goods or services, including any descriptions, prices, fees, taxes and/or any required legal disclosures, to constitute transactions. Transactions must comply with the WhatsApp Commerce Policy.
  • The message template contains content that violates the WhatsApps Business Policy: Do not request sensitive identifiers from users. For example, do not ask people to share full length individual payment card numbers, financial account numbers, National Identification numbers, or other sensitive identifiers. This also includes not requesting documents from users that might contain sensitive identifiers. Requesting partial identifiers (ex: last 4 digits of their Social Security number) is OK.
  • The content contains potentially abusive or threatening content, such as threatening a customer with legal action or threatening to publicly shame them.

Character Limits and Text Format

  • The body component will have different character limits depending on the format and tag of the template. The number of emojis allowed in the body component may also be limited.

Duplication

  • The message template is a duplicate of an existing template. If a template is submitted with the same wording in the body and footer of an existing template, the duplicate template will be rejected.


     

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