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Considerations When Managing WhatsApp Templates in Salesforce
Review these considerations when determining whether to manage WhatsApp templates in Salesforce or Meta.
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- While template creation and management are supported in both Salesforce and Meta, we
strongly recommend that you create and manage your WhatsApp templates directly in Salesforce.
Managing WhatsApp templates in Salesforce offers these benefits.
- Minimizes synchronization issues between Salesforce and Meta.
- Improves messaging reliability.
- Increases work efficiency.
- Shares the context of the template with the service rep in the Enhanced Conversation component.
- After you activate a messaging template in Salesforce, it’s sent to Meta for approval. To ensure that Meta knows which Salesforce org should receive the approved template, associate a unique WhatsApp Business Account (WABA) to your org. A test org and a production org should each be associated with a unique WABA, for example.
- If you edit an existing WhatsApp template in the Messaging Component Builder in Salesforce,
a new template with your changes is sent to Meta for approval. This new template is saved in a
specific format: SFDC_OrgID_UUID.
- If you want to make an additional edit, be sure to edit the new version with the SFDC prefix.
- It takes 24-48 hours for your edits to be approved in a new template.
- If the old template was saved to a notification messaging component, it gets replaced by the new component with the SFDC prefix automatically.
- Meta allows you to update a template once in a 24 hour period. Any additional changes in the same 24 hour period will cause the template to get stuck in a pending state.
- We strongly encourage you to edit all messaging templates in Salesforce. If instead you use
your WABA to edit a template that’s managed by Salesforce, the notification messaging component
in Salesforce becomes out of sync. If you already edited a template in Meta, follow these tips
to fix any sync issues:
- To get the latest version in Salesforce, re-create the changes in Salesforce and activate the template, which publishes the changes (under a new template formatted as SFDC_OrgID_UUID) in Meta and then sent back to Salesforce.
- In Salesforce, you can prepare WhatsApp templates with the Utility and Marketing template categories.
- While approving a template, Meta can change the template category. If needed, appeal that decision in your WABA. You can’t change a template’s category in Salesforce.
- WhatsApp templates created in Salesforce don’t support template insights.
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