Templates are reusable messages that you can send to your customers, with a few variables that you can customize. These are useful for notifications, and can be sent directly from the Octopods Intercom Inbox app/widget.

Once the 24-hour customer service window has expired, Message Templates are the only way you'll be able to reestablish contact with your customer. Click here for more information on the customer service window.

Here’s an example of what a template looks like:

Message Template Approval

Message templates have to be pre-approved by WhatsApp, and we facilitate this process. Once you've signed up for Octopods WhatsApp Business API, we'll send you the Message Template form, where you'll be required to fill in your template name and body (content).

Message Template Guidelines

Template Name

Message template names can only contain lowercase letters, numbers, and underscores. No other characters or empty spaces are allowed.

Examples of valid message template names:

  • order_confirmation
  • booking_request
  • customergreeting2

Examples of invalid message template names:

  • Order_confirmation
  • booking request
  • customer_Greeting2

Template Body (Content)

Message templates are limited to 1024 characters. You can include placeholders for variables or parameters that you'd like to fill in later on, to cater your message for each customer.

Parameters are defined using curly brackets and a number in between them, as shown in the following example. You can also format your message using WhatsApp's standard message formatting features:

The above message can be customized to say:

*Hello Jason, your order is ready and will be delivered on Thursday, the 5th of November.

Notice that placing asterisks around the variable displays it as bold text. View the official guideline for more on WhatsApp text formatting.


Promotional content is not allowed in message templates. They should only be used for notification purposes. Here is the official guideline on what you can and cannot include in a template: https://developers.facebook.com/docs/whatsapp/message-templates/guidelines

How Do I Send a Message Using a Template?

In your Intercom Inbox, ensure that you have the Octopods Inbox app enabled. If it's not, here's how to add it:

Click on any WhatsApp conversation, and notice that the Octopods Inbox app displays a few options:

Clicking on Send a Template Message will list the pre-approved message templates that you have on your WhatsApp Business API account, as shown below:

In the above example, there are a few templates registered in my account. Selecting the template named reminder allows me to fill in the required variables, as shown below:

I can then send this message to my WhatsApp customer, even after the 24-hour service window has expired:

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