WhatsApp templates

    Last updated: September 23, 2026

    Templates are the structured messages formats that you send to customers on WhatsApp. All templates must be approved by Meta before they can be used. Zoho CPaaS lets you create, manage, and track the approval status of your templates directly from your account.

    Template types 

    Utility: Transactional messages tied to an ongoing or completed business activity. Examples include order confirmations, delivery updates, payment notifications, and OTP messages.

    Authentication: Messages that verify a user's identity, typically by sending a one-time password (OTP) or a verification code.

    Creating a template

    You can start with a blank template or choose from a set of pre-built samples, such as OTP Verification, Order Confirmation, Shipping Update, Appointment Reminder, and more.

    To create a new template in Zoho CPaaS:

    1. Log in to your Zoho CPaaS account.
    2. Go to Configuration > WhatsApp.
    3. Click the Templates tab.
    4. Click + Add template.
    5. Select Blank template to build your own or choose a sample template to edit it.
      WhatsApp message template list
    6. For the blank template in the template editor, fill in the following fields:
      • Type: Select Utility or Authentication.
      • Name: A unique name for the template. Do not use spaces — use hyphens or underscores instead.
      • Alias: An optional alternate identifier for the template.
      • Language code: The language the template is written in (for example, English (US)).
      • Header type: Choose Text, Image, Document, or Video.
      • Header: The text shown at the top of the message. Use {{1}}, {{2}} for dynamic values.
      • Body: The main message text. Use variables like {{customer_name}} or {{order_id}} to personalize it.
      • Footer: Optional text at the bottom of the message (for example, "Reply to this message for support.").
      • Buttons: Add up to 4 action buttons. Supported types: Quick Reply, Phone Number, URL. Inbound handling for Quick Reply button responses is not supported at this time. This feature will be available soon.
    7. Preview the template on the right side of the editor to see how it will appear on a customer's device.
      Whatsapp template
    8. Click Send for approval and it'll be submitted for Meta review.

     

    • A template cannot be edited while it is under review or once it has been approved.
    • Approval time varies depending on the content, language, and Meta's review process.
    • Only approved templates can be used to send messages.
    • Refer to Meta's WhatsApp Business message template guidelines for content best practices.

    Template details

    To view a template's full details, click its name in the Templates tab. The detail view shows:
         Template list

    • Template name: The name you assigned when creating the template. Used to identify it within Zoho CPaaS.
    • Template key: A unique system-generated identifier for the template, used for API references and internal tracking.
    • Template alias: An optional alternate name you can set for easier identification. Displayed as - if not set.
    • Type: The category of the template, either Utility or Authentication.
    • Status: The current Meta approval status of the template.
      • Approved: The template is ready to use.
      • In review: The template has been submitted and is awaiting Meta review.
      • Rejected: The template was not approved by Meta. Review Meta's guidelines and recreate if needed.

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