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            Considerations When Managing WhatsApp Templates in Salesforce

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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.

            Required Editions

            Available in:
            • 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.
            • If you use Messaging Component Builder to edit templates created in Salesforce or WABA, those changes are synced with Meta.
            • 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.
            • If you use WABA to edit a template that’s managed by Salesforce, the notification messaging component in Salesforce becomes out of sync.
              • To get the latest version in Salesforce, re-create the changes in Salesforce and activate the template, which publishes the changes in Meta.
              • To override the changes in Meta, reactivate the messaging component in 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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