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Create your own WhatsApp Templates in Duve (Coming Soon!)

Paulina
Updated
Managing communication with guests is crucial for providing a seamless experience, and WhatsApp has become an essential tool for hosts to engage with their guests. To streamline this process, Duve has developed a new "WhatsApp Templates" page that allows hosts to manage their WhatsApp message templates directly within the platform. This article will guide you through the features of the new page, how to set it up and provide some tips and tricks for optimizing your template management.
 

Overview

The new "WhatsApp Templates" page is designed to reduce the manual efforts involved in managing WhatsApp templates. Hosts can easily create, manage, and track the status of their WhatsApp message templates. This new feature aims to save time and effort, ensuring that your communication with guests is efficient and consistent.
 
This feature can be utilized only by hosts with the Custom Phone Numbers Add-on. For more information on Custom Phone numbers, please see: Purchase a Custom Phone Number for your Duve account
 
Restrictions & Limitations:
  • Templates can not end with a dynamic parameter, or have consecutive dynamic parameters, such as {{1}} {{2}}
  • Template names can be written with lowercase letters, spaces, and/or underscore.
    • 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.
  • 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": 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. Our Support team will try to appeal this decision
 

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'

Screenshot 2025-08-20 at 10.09.59 AM.png

 

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.

Screenshot 2025-08-20 at 10.13.14 AM.png

 

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:

  • 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. 

Screenshot 2025-08-20 at 10.14.15 AM.png


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 inquire with Duve Support.

 

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.

 

 

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 up to 5 minutes from the submission time, 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.
Once clicking on a template, a pop-up with all the languages will be opened
 
 

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

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