Where to Manage WhatsApp Message Templates
WhatsApp message templates are managed from the WhatsApp settings area in Kyrios. To view existing templates:
Open Settings.
Select WhatsApp.
Open the Templates tab.
Review the available templates and their current statuses.
Click Create Template to create a new template.
The Templates table displays information such as the template name, category, current status, message content, and available actions.
How to Create a WhatsApp Message Template
Create new WhatsApp message templates directly inside Kyrios so they are available for use in the platform. To create a template:
Go to Settings > WhatsApp > Templates.
Click Create Template.
Enter a Template Name.
Select the appropriate Category.
Select the Language.
Add an optional Header.
Enter the template Body.
Add variables when personalized values need to be inserted dynamically.
Add an optional Footer.
Add sample values for any variables.
Submit the template for Meta review.
Template names must follow the naming requirements shown in the template builder.
Add Variables and Sample Values
Variables allow information to change dynamically when the template is sent.
WhatsApp variables use numbered placeholders such as:
{{1}}
If a template contains multiple variables, number them sequentially:
{{1}}
{{2}}
{{3}}
When submitting a template, provide a sample value for each variable so Meta can understand how the completed message will appear to a recipient.
In the example shown, {{1}} appears in the message body and a sample value is supplied during template creation. Sample values are used for template review. They are not the fixed value that must appear every time the template is sent.
Template Migration and Meta Synchronization
Existing WhatsApp templates are imported from Meta when the WhatsApp Business Account is initially connected to Kyrios. After that initial import, templates created or changed directly in Meta are not automatically synchronized back into Kyrios. This means:
Templates created in Meta after onboarding may not appear in Kyrios.
Changes made directly in Meta may not automatically appear in Kyrios.
New templates intended for use in Kyrios should be created and managed directly inside Kyrios.
Creating templates in Kyrios ensures they are available for use from the platform after approval.
What Happens After You Submit a Template
After a template is submitted, Meta reviews it for formatting and policy compliance.
The review process can take up to 24 hours. After review:
Approved: The template becomes available for sending.
Rejected: The template cannot be sent until the issue is corrected and the template is resubmitted or successfully appealed.
An approved template can still change status later based on quality signals and customer feedback.
How to Check a Template's Approval Status
Open Settings > WhatsApp > Templates to review the status of each template.
An Approved status indicates that Meta has approved the template represented in the Kyrios template list. Templates should be monitored after approval because Meta can change their quality or availability status based on customer feedback and engagement.
Common Template Rejection Reasons
Meta may reject a template when its formatting or content does not meet WhatsApp requirements. Common causes include:
Variable placeholders have missing or mismatched curly braces.
Variables do not use the required format, such as
{{1}}.Variable numbering is not sequential.
Variable parameters contain unsupported special characters.
The template duplicates an existing template.
The content violates WhatsApp business or commerce policies.
The message contains threatening, abusive, or inappropriate language.
The template requests prohibited sensitive information.
Correct the affected content before resubmitting the template.
Do Not Request Sensitive Payment Information
WhatsApp message templates should not request sensitive payment credentials such as full payment card numbers or card security codes.
A message asking a contact to provide credit card details, expiry information, or a CVV directly through WhatsApp can violate policy requirements and may be rejected.
Use an approved secure payment process instead of requesting sensitive payment information through a WhatsApp template.
How to Send an Approved WhatsApp Template
A WhatsApp template can be sent after Meta has approved it and the template is in a sendable status. Approved templates can be used both inside and outside the standard 24-hour WhatsApp customer service window. A template is especially important when starting a new conversation or contacting someone whose 24-hour customer service window has expired. Do not assume that a previously approved template will always remain sendable. Meta can pause or disable templates based on quality and customer feedback.
WhatsApp Template Statuses
A template's status determines whether it is still being reviewed, available for sending, or restricted.
Status | What It Means |
In Review | Meta is reviewing the template. Review can take up to 24 hours. |
Rejected | Meta did not approve the template. Correct the issue and resubmit it, or appeal when applicable. |
Active - Quality Pending | The template is approved and can be sent, but Meta does not yet have enough quality feedback. |
Active - High Quality | The template has received little or no negative feedback and remains sendable. |
Active - Medium Quality | The template is receiving some negative feedback and should be monitored. |
Active - Low Quality | The template has received more negative feedback and is at greater risk of being paused. |
Paused | The template cannot currently be sent because Meta has paused it based on quality signals. |
Disabled | The template cannot be sent because Meta has disabled it. |
Appeal Requested | An appeal has been submitted and is awaiting Meta's decision. |
Status names and availability are determined by Meta.
Common Issues and Fixes
A template created in Meta does not appear in Kyrios
Templates are imported from Meta during the initial WhatsApp onboarding process, but ongoing synchronization is not provided. Create the required template directly inside Kyrios so it can be reviewed and made available in the platform.
A template remains In Review
Meta can take up to 24 hours to review a submitted template. Wait for the review to finish before attempting to use the template.
A template was rejected
Review the template for formatting errors, unsupported content, sensitive-information requests, duplicated wording, or policy violations. Correct the issue and resubmit the template.
An approved template became Paused or Disabled
Meta can change a template's status based on negative feedback and quality signals. A paused or disabled template cannot be sent while that restriction is active.
A template variable is not being approved
Confirm that variables:
Use the
{{1}}format.Are numbered sequentially.
Include sample values during submission.
Do not contain unsupported characters inside the placeholder.
FAQ
What are WhatsApp message templates?
WhatsApp message templates are pre-approved message formats used for proactive marketing, utility, and authentication communication through WhatsApp. They are required when sending a business-initiated message outside the standard 24-hour customer service window.
How are templates different from regular WhatsApp messages?
Regular free-form WhatsApp messages are generally used during the 24-hour customer service window after a contact messages the business. Approved templates can be used to initiate or restart communication when that window is not open.
Does Meta approve WhatsApp templates?
Yes. Meta reviews WhatsApp message templates before they can be used.
Templates that do not meet formatting or policy requirements can be rejected.
How long does template approval take?
Meta's review process can take up to 24 hours. The template remains under review until Meta returns a decision.
Why was my WhatsApp template rejected?
Common reasons include invalid variable formatting, skipped variable numbers, duplicated template content, policy violations, or requests for prohibited sensitive information. Correct the affected content before resubmitting the template.
Why do I need sample values for variables?
Sample values show Meta what a completed template will look like when its variables contain real information. Each variable used in the submitted template should have an appropriate sample value.
Can I send a template outside the 24-hour customer service window?
Yes. An approved template in a sendable status can be used outside the standard 24-hour customer service window. This is one of the primary reasons WhatsApp templates are required for proactive business communication.
Can an approved template later become unavailable?
Yes. Meta can pause or disable an approved template based on quality signals, negative customer feedback, or other policy considerations. An approved template should therefore be monitored after it begins receiving traffic.
Can I edit a paused template?
A paused template may need to be revised and resubmitted depending on the available Meta status and editing options. The template cannot be sent while its status prevents sending.
Why is a template I created in Meta not showing in Kyrios?
Templates are imported from Meta during initial WhatsApp onboarding, but there is no ongoing synchronization for templates created afterward. Create new templates directly inside Kyrios when they need to be available for use in the platform.
Where can I check a WhatsApp template's status?
Go to Settings > WhatsApp > Templates and review the status shown for the template. The displayed status indicates whether the template is approved, under review, restricted, or unavailable for sending.