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WhatsApp Business Platform - Message Template Approval

Julkaisupäivä: Feb 23, 2025
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WhatsApp message templates allow businesses to use existing and pre-approved templates to send structured messages to customers who have opted to receive notifications. Messages can include appointment reminders, shipping information, issue resolution or payment updates. You can create multiple templates in different categories.

For detailed instructions on submitting WhatsApp message templates for approval, please find the “Create message templates” section in this article.

Additional details about the usage of these message templates in Service Cloud messaging can be found here: Send Automated Messages in Enhanced Messaging Channels
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Message Template Problems

Message templates can be rejected for a number of reasons, including:

  • Incorrect template category
  • Content violates the WhatsApp Commerce and Business policies
  • There are serious spelling/formatting/grammar mistakes


If your template has been rejected, please review the above possible causes, update your template as needed, and resubmit. Often times a very minor update will result in an approval the next time you attempt to submit.

If you are unable to resolve the issue and believe the template has been rejected in error, there is an appeal process:
 

  1. Visit https://business.facebook.com/business-support-home
  2. On the left pop-out menu, please select the proper Business Manager account from the drop down directly below the title “Business Support Home”
  3. Scroll down to “WhatsApp accounts”
  4. Select the WABA that contains the templates in question
  5. On the left, click on the option “Reject message templates”
  6. Select the template you’d like to review and hit the “Request review” button
  7. Select the appropriate Appeal Reason and provide as much detail as possible in the “Tell us more” box
  8. Hit the Submit button

Unfortunately, Salesforce has no ability to impact decisions related to WhatsApp Message Template approvals.

If your Message Template has been rejected along with the appeal and/or you would like additional details on the rejection reason(s), you can open a case with Salesforce support with the following information:

  • WhatsApp Business ID
    • To find the ID of a WhatsApp Business Account, go to Business Manager > Business Settings > Accounts > WhatsApp Business Accounts. Find the account you want to use and click on it. A panel opens, with information about the account, including the ID.
  • WhatsApp Business Account (WABA) ID
    • To find the WABAID, along with the Business Name, Verification & Account Status, navigate to Accounts > WhatsApp Accounts > Select the desired Account.
  • Business Name
  • Business Verification
  • Account Status
  • Message Template Name(s)
Knowledge-artikkelin numero

000679215

 
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Salesforce Help | Article