Create your own WhatsApp Templates in Duve

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. Meta reviews these templates 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.

Single number view:

Multi-number view:

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'

• For a multi-number account, you can choose the number(s) to which the template(s) will apply.

  

Template Category:

For Pre Check-in messages and notifications, choose Utility

For Review requests and 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.

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

Approved Templates:

1. The status updates to "Approved"

   

2. The submitter is notified by email. An email notification is sent to the user who originally submitted the template, letting them know it was approved.

   

3. A notice appears in the template editor. When the submitter opens the template, an indication is displayed inside the editor to flag the approved status.

   

Rejected Templates:

When a template or language is declined

If a template or a specific language within an approved template was Pending and is then declined (Rejected) during review, the following happens automatically:

1. The status updates to "Rejected." The affected entry (or the individual language) is marked as Rejected so its review outcome is clear at a glance.

   

2. The submitter is notified by email. An email notification is sent to the user who originally submitted the template, letting them know it was declined.

   

3. A notice appears in the template editor. When the submitter opens the template, an indication is displayed inside the editor to flag the rejected status.

   

Apealing Rejected Templates:

Here are the steps needed to appeal rejected templates.

1. Go to the Meta Business Manager where the Phone number is connected
2. Go to Settings > Accounts > WhatsApp accounts
3. 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.