Overview
WhatsApp templates approved by Meta are required because businesses can only initiate outbound conversations using pre-approved message formats, ensuring compliance with WhatsApp’s policies and preventing spam. These templates are reviewed by Meta to confirm they meet content guidelines, include proper opt-in usage, and provide value to the recipient.
The messaging flow typically starts with sending an approved template to open a 24-hour conversation window, after which free-form messages can be exchanged with the guest. If the 24-hour window expires, the business must use another approved template to reinitiate communication.
How to Set It Up?
Navigate to Settings ➝ Communication ➝ WhatsApp Templates.
Adding a New Template:
Click on "Add New Template" to open the template creation popup.
On the page, define the template name and add your text. If you want to create one template with multiple translations, click '+Add language'
Template Category:
For Pre Check-in messages, notifications, choose Utility
For Review requests, Upselling messages, choose Marketing
If rejected: If a template is rejected in one template category, please resubmit the same text using the other category. If the template is still rejected, please see appeal instructions at the end of the article.
Once you've filled in the content for all the required languages, click "Submit." The template will appear in the templates table with a "Pending" status.
Optional - Add Action:
Choose to add up to 3 interactive buttons per WhatsApp template — either:
Call-to-Action buttons, or
Quick Reply buttons
Note: A single template cannot mix Call-to-Action and Quick Reply buttons.
Options:
Call to Action:
-
Visit Website
Add a static URL or use one of Duve’s dynamic link options (see list below).
-
Call Phone Number
Enter a direct phone number the guest can tap to call.
✅ You can use one dynamic parameter per CTA button
❌ Fallback/default values for dynamic parameters are not supported
Supported Dynamic Link Types for Call to Action:
Pre-check-in link
Pre-check-out link
Guest App (home, upsells, posts)
Security deposit link
Rate and review
Chat link
Scan document link
Billing links (check-in / check-out)
Room upgrade
Digital key
Company website
Custom services
Quick Reply:
Use Quick Reply to give the guest an easy opt-in to the 24 Hour Free Text WhatsApp period. Customize multiple buttons text in each desired language.
Tracking Template Status:
-
- The status column will display the current status of each template (approved, pending, or rejected).
- The template status will be updated automatically on the page, hosts can refresh the page and it will trigger the status action.
- For approved languages, the status will be shown as "Approved."
- Pending languages will have an indication next to the language name and rejected languages will be highlighted in red, with an option to delete or resubmit.
- Templates can not end with a dynamic parameter, or have consecutive dynamic parameters, such as {{1}} {{2}} {{3}}
Example:
-
Template names can only contain alphanumeric characters, underscores, and spaces. No other characters are allowed.
-
Default Language: The first language is set to English by default. You can add additional languages by clicking "Add Language" and selecting the desired language.
- Note: The first language in the list for the templates will be the default sent if the guest preferred language doesn't exist in the setup.
- If a reservation does not have a specific input for a dynamic parameter, the template will not be able to be sent.
- Templates with the word "Code"or "Access": Meta has recently changed their policies that templates with the word Code, no matter if its access codes, should always be set to Authentication category. Duve has escalated this to Meta along with many other providers. All templates with the keywords: code, password, passkey etc, will be rejected by Meta. Try and phrase the template differently, for example: "Entry to room" or "PIN"
- If the content of the template is marketing oriented and you chose "Utility" in the catagory, the template will get rejected:
Be sure to utilize "Marketing" for that.
Tips & Tricks:
Italic: To italicize your message, place an underscore on both sides of the text: _text_
Bold: To bold your message, place an asterisk on both sides of the text: *text*
Strikethrough: To strikethrough your message, place a tilde on both sides of the text: ~text~
Monospace: To monospace your message, place three backticks on both sides of the text: '''text'''
Bulleted list: To add a bulleted list to your message, place an asterisk or hyphen and a space before each word or sentence:
* text
* text
Or
- text
- text
Numbered list: To add a numbered list to your message, place a number, period, and space before each line of text:
1. text
2. text
Managing Templates:
-
- Existing templates are listed with their names, languages, and status (approved, pending, or rejected) and cannot be edited.
- Hosts can delete templates by clicking on the three-dot menu next to each template.
- Deleting a Template: If a template is already in use in scheduled messages, you'll be notified before any changes can be made.
- To test and see how a WhatsApp template looks to your guests, please see How to Test WhatsApp templates
Appealing Rejected Templates:
Here are the steps needed to appeal rejected templates.
- Go to the Meta Business manager where the Phone number is connected
- Go to Settings > Accounts > WhatsApp accounts
- In the relevant WhatsApp account, click on WhatsApp Manager
In the WhatsApp Manager, go to 'Manage Templates' then click on 'Review Category updates in Business Support Home'
Go to the section for "Rejected Message Templates' and select all that you would like for Meta to review.
Answer the questionnaire with the appeal reason 'Template follows policy' and provide relevant information in the free text box.
Click Submit to initiate the appeal.
Once the appeal is approved, please contact Duve Support to update the template to be approved in Duve.
Comments
1 comment
Is there an indication of a release date for this?
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