Marketing Cloud - Approved Templates Not Visible in Content Builder

Template Elements

At this time, Marketing Cloud only supports template messages containing 2 button types, Call-to-Action & Quick Reply.

Media within WhatsApp Message Templates is supported within Marketing Cloud, please see the Media types and sizes limits outlined in the WhatsApp Media Attachments in Marketing Cloud Engagement article for reference.

Review your WhatsApp Message template within Meta to confirm the content of your template is supported by Marketing Cloud.

Template Status

Templates that are not in an Active status aren't eligible to be synced to your Marketing Cloud instance for use.

Templates that have a Low Quality Rating, are in danger of being put into Paused status due to negative feedback and/or low engagement.

Low Quality Templates that see continued negative feedback run the risk of being paused two times, the first for 3 hours and the second for 6 hours, before they're set into Disabled status.

During these times, you may see sends fail to trigger and result in a 132015 status code. Unfortunately, Salesforce has no ability to impact decisions relating to template pauses or to lift pauses for templates.

If your template is in Disabled status, you will have to edit the template and resubmit it for approval to make it active again.

To get further detail on why a WhatsApp Message Template is not visible in Marketing Cloud, 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.
• Template Name
• Template Status