A Message Template is a message approved by Meta that allows you to start or reopen a conversation after the 24-hour window has expired. Meta only allows free-form messages within 24 hours of the customer’s last message. Outside this window, any initial contact (or re-engagement) must be made using a previously approved template. In the inbox, you’ll recognize this because the text field is replaced by the Send Template Message button.
Templates are created within Dondy and then reviewed by Meta. You can create them using the Create Template button that appears in the template selection window in the chat or when setting up an automation flow.
To send templates proactively, create a flow from the Dondy app within Shopify. This flow also generates the template that Meta will review and approve.
- In Shopify, open Dondy, go to Automations, and click Create automation flow.
- Under Flow Type, select Start Conversation.
- Enter a Flow name and select Start Conversation under Flow types.
- Enter the Message
- Click Create flow.
Once saved, the template is automatically submitted to Meta for approval. While it is being reviewed, it appears as Pending and, once approved, its status changes to Approved. Only approved templates can be sent. Approval usually takes anywhere from a few minutes to several hours if your Facebook Manager account is not verified.
The new flow appears in the WhatsApp automation flows table along with its status and the status of its template. Keep in mind that sending templates uses your Account balance, which you can top up using Add balance.
- Open a conversation outside the 24-hour window and click Send Template Message.
- In the Select Template Message window, click Create Template.
- Enter the name, language, category, and message body.
- Save the template. It will remain under review until Meta approves it.
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