Templates

Overview

Templates are pre-approved message formats used when you message customers outside the active 24-hour customer service window. They are created at the WABA level and sent from a specific phone_number_id.

In Dualhook, templates can be synced, created, edited, duplicated, and deleted from the dashboard. All changes are applied through Meta's Graph API using the access token from your Embedded Signup connection.

Categories

Supported categories:

• MARKETING — promotional content, offers, and announcements. See Marketing Messages. Marketing templates are the only category that can be sent through either Cloud API /messages or Marketing Messages API for WhatsApp /marketing_messages.
• UTILITY — order updates, shipping notifications, and account alerts. See Utility Messages.
• AUTHENTICATION — one-time passwords and verification codes. See Authentication Messages.

Meta can reclassify template categories based on actual content. Dualhook surfaces category and status updates after sync.

Template Lifecycle

Common statuses:

• PENDING — submitted, awaiting review
• APPROVED — accepted and ready to send
• REJECTED — not accepted; revise and resubmit
• PAUSED — temporarily suspended due to quality
• DISABLED — permanently disabled
• IN_APPEAL — rejection is being challenged

Templates that are pending review or disabled cannot be edited until their status changes. You can duplicate any template to create a new version for resubmission.

Management API Examples

Create Template

{
  "name": "order_update_v1",
  "language": "en_US",
  "category": "UTILITY",
  "components": [
    {
      "type": "BODY",
      "text": "Hi {{1}}, your order {{2}} is now {{3}}.",
      "example": {
        "body_text": [["Alex", "A12345", "shipped"]]
      }
    }
  ]
}

List Templates

GET /<WABA_ID>/message_templates?fields=id,name,language,status,category,rejected_reason,components

Update Template Components

{
  "components": [
    {
      "type": "BODY",
      "text": "Hi {{1}}, your order {{2}} is now {{3}}. Track here: {{4}}",
      "example": {
        "body_text": [["Alex", "A12345", "shipped", "https://example.com/track/A12345"]]
      }
    }
  ]
}

Delete Template

DELETE /<WABA_ID>/message_templates?name=order_update_v1

For template structure details, see Template Elements. For send payloads, see Sending Template Messages.