To avoid WhatsApp message template rejections, it is essential to follow a set of best practices. Firstly, ensure that your message template adheres strictly to WhatsApp’s guidelines. This includes maintaining a clear and concise structure, avoiding excessive use of promotional language, and ensuring that the content is relevant to the recipient. Templates should be pre-approved by WhatsApp, so submit them with accurate and precise information, and make sure to use the correct formatting and placeholders. Additionally, it’s crucial to use templates only for their intended purpose—such as notifications or updates—and not for unsolicited marketing messages. Regularly monitor the performance of your templates and gather feedback to refine them based on recipient engagement and responses. By following these guidelines, you can minimize the risk of rejections and ensure a smoother communication experience on WhatsApp.
Understanding WhatsApp Message Templates
A WhatsApp message template is a pre-approved message format used for various communication purposes such as marketing, utility, and authentication. These templates ensure that your messaging is genuine, professional, and valuable to your users. By employing these templates, you can effectively nurture and convert leads into deals, build your brand, enhance customer engagement, and boost your team’s productivity and efficiency.
For businesses with a verified WhatsApp Business account, the capacity to create up to 6,000 templates is available. Unverified accounts, however, are limited to creating up to 250 templates.
WhatsApp Template Approval Process
Once you’ve drafted a message template using the Business Management API or WhatsApp Business Manager, the next step is to submit it for approval. Here’s a comprehensive overview of how the approval process works and what each status indicates:
1. Submission and Approval Timeline
- Submission: After creating a template, you can submit it for approval.
- Review Period: Approval can take up to 24 hours. WhatsApp will keep you updated on the status of your template.
2. Template Statuses
In-Review
- Definition: The template is currently under review by WhatsApp.
Rejected
- Definition: The template did not pass the review process or violated WhatsApp’s business policy.
Active – Quality Pending
- Definition: The template is approved and can be sent to customers. It is awaiting feedback and engagement data to determine its quality.
Active – High Quality
- Definition: The template is fully approved and ready for broader use. It has received minimal to no negative feedback from customers.
Active – Medium Quality
- Definition: The template is in use but has received some negative feedback and low read rates. It can still be sent, but improvements may be needed.
Active – Low Quality
- Definition: The template has received significant negative feedback and may be at risk of being paused or disabled. It is advised to address issues to prevent further complications.
Paused
- Definition: The template has been paused and cannot be sent due to recurring negative feedback.
Disabled
- Definition: The template is disabled and cannot be sent at all due to persistent negative feedback.
Appeal Requested
- Definition: You have requested a review or appeal for a template that has been rejected or is facing issues.
3. Using Approved Templates
- Active Status: Approved templates move to the ‘Active – Quality Pending’ status, allowing you to use them immediately.
- Ongoing Monitoring: Even after approval, the template’s status may change based on customer feedback and engagement. Continuous negative feedback may lead to the template being paused or disabled.
4. Recommendations
- Monitor Feedback: Regularly review the performance and feedback on your templates to ensure they maintain a good status.
- Address Issues Promptly: If a template receives negative feedback, make necessary adjustments to improve its quality and prevent it from being paused or disabled.
By understanding these statuses and recommendations, you can effectively manage your WhatsApp message templates and maintain a positive engagement with your customers.
What Happens When Your Message Template Is Rejected?
When a WhatsApp message template is rejected, it typically involves specific issues with the template’s content or format. Here are common reasons for rejection and best practices to avoid these issues:
Common Reasons for Rejection
Incorrect Variable Parameters
- Issue: Missing or mismatched curly braces, special characters in variables, or non-sequential parameters.
- Note: Ensure all variable parameters are correctly formatted and sequentially ordered.
Template Structure Issues
- Issue: Template starts or ends with a variable.
- Note: Avoid placing variables at the beginning or end of your template.
Unclear Variable Values
- Issue: Undefined variable parameter values.
- Note: Define all variable values clearly and accurately.
Content Quality Issues
- Issue: Spelling or grammatical errors, threatening language, or duplicate content.
- Note: Proofread your content and avoid duplication.
Incorrect Submission Format
- Issue: Errors in the format for testing API connections.
- Note: Follow the correct format for submission.
Invalid URLs
- Issue: Shortened URLs or URLs not belonging to your business.
- Note: Use full, valid URLs that are clearly associated with your business.
Policy Violations
- Issue: Content violating WhatsApp Commerce Policy or WhatsApp Business Policy.
- Note: Review and adhere to all relevant policies to ensure compliance.
Best Practices to Avoid Rejections
Secure Customer Opt-Ins
- Action: Obtain explicit consent from customers before sending messages. Clearly communicate the purpose of your messages and provide an easy opt-out option.
- Note: This respects user privacy and is essential for compliance.
Limit Messaging Frequency
- Action: Send messages only when necessary and ensure they are relevant to the customer.
- Note: Avoid overloading customers with frequent messages to prevent them from blocking or reporting your business.
Create Engaging Campaigns
- Action: Focus on personalization and relevant content. Understand your customers’ needs and tailor your messages to their preferences.
- Note: Engaging and personalized content increases customer interaction and improves quality ratings.
Actively Seek and Use Customer Feedback
- Action: Regularly collect and act on customer feedback using tools like WhatsApp Flows.
- Note: Show customers that their opinions are valued and foster a sense of community to enhance service quality.
By adhering to these best practices, you can reduce the likelihood of template rejection and ensure your WhatsApp marketing campaigns run smoothly.
