Template Creation & Management

You can initiate a conversation with users on WhatsApp using template messages. Templates help you scale your business by enabling seamless communication with contacts. You can send predefined messages to engage your audience effectively and automate interactions.

Step 1: Login to Your Chatflow Account

• Access your Pabbly Chatflow account using your credentials.

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Step 2: Navigate to Templates

• On the left sidebar, click on the Templates section.
• Select the Template List option to manage and create new templates.
   
  

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Step 3: Create a New Template

• Click on the Add New Template button.
• A new page will appear, displaying all the required fields to create a template.
   
  

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Step 4: Fill in the Template Details

• Select Template Category: Pabbly Chatflow offers three categories:

  • Marketing: Used for promotional messages, offers, and campaigns.
  • Utility: Used for transactional messages, updates, and important notifications.
  • Authentication: Used for authentication-related messages, such as verification codes or account authentication.

• Marketing Templates:

  Used for engaging and converting users through promotional content.

  Template Name:

  • The name must be in lowercase, alphanumeric characters, and underscores. Special characters and white spaces are not allowed.
  • Example: order_confirmation_message

• Select the Language: Choose the preferred language for the template.

• Select Variable Type

  While creating a WhatsApp template, you must choose a Variable Type to define how dynamic values are inserted into the template content.

  Pabbly Chatflow supports two types of variables:

  1) Name

  Use Name when you want to create custom, named variables that are easier to identify and manage.

  These variables use meaningful names instead of numbers.

  Example variables:

  • {name}
  • {order_id}
  • {product_name}

  Use cases:

  • Personalizing messages with user names
  • Adding order IDs, product names, or custom values
  • Improving readability and clarity while editing templates

  Example message format:

  Hello {name}, your order {order_id} has been confirmed.

  2) Number

  Use Number when you want to create sequential variables that are automatically numbered.

  These variables follow a numeric format.

  Example variables:

  • {{1}}, {{2}}, {{3}}

  Use cases:

  • Simple templates with multiple dynamic values
  • When variable order matters more than variable names
  • Commonly used in system-generated or transactional templates

  Example message format:

  Hello {{1}}, your order {{2}} has been confirmed.

  Select Template Types

  • Text

  • Image

  • Video

  • Document

  • Carousel [ Supports per-card button values (each card can have unique button actions) ]

  • Limited Time Offer

  • Catalog

  • Location

  • Carousel Template – Per-Card Button Values Support

    Overview

    Carousel templates support per-card button values, allowing each card within the carousel to have its own unique button values instead of sharing the same values across all cards.

    This enables more flexible, dynamic, and personalized user interactions.

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### 🧩 How It Works
* Each card in the carousel can have its own **individual button values**, including **button title, URL, phone number, and quick reply text**, making the carousel more dynamic and personalized.
* CTA buttons (**URL, Phone Number, Quick Reply**) can be configured **separately for each carousel card**.
* The **button structure** (number and type of buttons) must remain the same across all cards, as required by Meta’s WhatsApp API. Only the **values** can differ per card.
* For **dynamic URL buttons**, each card can have its own **unique URL variable value**.

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### ⚙️ How to Use

While creating a **Carousel Template**:


1. Select **Carousel** as the Template Type.
2. Add multiple cards to the carousel.
3. For each card:
   * Define **content** (image, title, description, etc.).
   * Configure **buttons individually**:
     * Set unique **CTA URLs**
     * Set different **Phone Numbers**
     * Assign different **Quick Reply values**
4. Ensure the **button structure (type and count)** is consistent across all cards.
5. Preview each card to verify button behavior.
6. Submit the template for approval.

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### 💡 Example Use Case

**E-commerce Product Carousel**

Card	Product	Button Action
Card 1	Shoes	"Buy Now" → URL (Product A)
Card 2	Watch	"Buy Now" → URL (Product B)
Card 3	Bag	"Buy Now" → URL (Product C)

Each card directs the user to its respective product page.  

When selecting a template type (e.g., Image, Video, Document, Location, etc.) during the template creation process:

Note: At the time of creating the template, you cannot upload or attach any image, video, or document file.

These media files are only added later, after the template is approved by Meta. Once approved, you will be able to:

• Upload the media while sending the template via Broadcast,

• Insert the file while using it in Flows, or

• Attach it directly from the Inbox.

• Select Interactive Actions:

  • None: No action will be performed.
  • Call To Action: You can add two  CTA(URL) and one CTA(Phone Number).

• Quick Replies: You can add up to 10 quick replies for user interaction.
       Note: In Meta’s (WhatsApp Business API) interactive message guidelines: Learn More
  • Quick reply button titles cannot contain formatting characters like * (for bold), _ (for italics), ~ (for strikethrough), or ` (for monospace).
  • Those markdown-style formatting characters are allowed in the message body text, but not inside button titles or reply button values.

• All: Enables all the interactive actions, 10 quick replies, 2  CTA(URL), 1 CTA(Phone Number), and 1 coupon code option.
• Preview Your Template: While creating the template, you can also preview it in the Preview section to see how it will appear to users.

 

• Utility Templates

  Used for updates, confirmations, and transactional alerts.

• Template Name: Use lowercase, underscores only (e.g., order_status_update)

• Select the Language: Choose the preferred language for the template.

• Template Types

  • Text
  • Image
  • Video
  • Document
  • Catalog
  • Location

• Select Interactive Actions:
  None: No action will be performed.

  Call To Action: You can add two  CTA(URL) and one CTA(Phone Number).

  

• Quick Replies: You can add up to 10 quick replies for user interaction.
       Note: In Meta’s (WhatsApp Business API) interactive message guidelines: Learn More

  • Quick reply button titles cannot contain formatting characters like * (for bold), _ (for italics), ~ (for strikethrough), or ` (for monospace).

  • Those markdown-style formatting characters are allowed in the message body text, but not inside button titles or reply button values.

    

• All: Enables all the interactive actions, 10 quick replies, 2  CTA(URL), 1 CTA(Phone Number).

• Preview Your Template: While creating the template, you can also preview it in the Preview section to see how it will appear to users.

• For Authentication Templates:

• After selecting the Authentication template category, the process will differ, focusing on the security-related fields.

Template Name:

• The name must be in lowercase, alphanumeric characters, and underscores. Special characters and white spaces are not allowed.
• Example: app_verification_code

Select Language:

• Choose the preferred language for the template.

Template Type:

• Text

Authentication Template Specific Configuration

Expiration Warning:

• This field is optional and can be added before the Security Disclaimer. The expiration warning is used to inform users that the OTP or verification code is time-sensitive and will expire after a certain period.
• This field is disabled by default but can be enabled. When enabled, the message "This code expires in [time] minutes." will be displayed by default.

Security Disclaimer:

• Security Disclaimer:
  This field is disabled by default but can be enabled. When enabled, the message "For your security, do not share this code." will be shown to remind users to keep their authentication codes secure.

OTP/Code Fields:

• You can add fields to manage OTP (One-Time Password) or verification codes for authentication. These fields capture the necessary details for user identity verification.

Button Text:

• The default button text is "Copy Code", but it can be customized to something like "Verify Code" or "Submit OTP" to match your use case.

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Step 5: Submit the Template

• Once all required fields are filled, click on the Submit button to submit your template.
   
  

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Template Approval Process

Templates created in Pabbly Chatflow require approval from Meta. The approval process typically takes a few minutes but may take up to 24 hours.

Template Statuses

Templates can have one of the following statuses:

• Approved: The template is successfully approved and can be used.
• Pending: The template is under review by Meta.
• Draft: The template is saved but not submitted for approval.
• Rejected: The template did not meet Meta’s guidelines.
   
  

Once a template is created, it remains in Pending status until approved or rejected by Meta.

                 

Managing Templates

• If a template is in Approved, Pending, or Draft status, you can Duplicate or Delete it as needed.

By following these steps, you can effectively create and manage WhatsApp templates in Pabbly Chatflow to enhance customer communication and engagement.

After Template Approval – How to Use It

Once your WhatsApp template is successfully created and approved by Meta, you can use it to send messages in automation flows or initiate direct communication with users.

1. Via Broadcast

Use this option to send approved templates to a large audience at once.

• Navigate to the Broadcast section.

• Click on Add Broadcast.

Select Broadcast Type: Choose between Broadcast Campaign or API Campaign.

• Broadcast Name: Enter a relevant name for internal identification.
• Select Contacts List: Choose one or more lists to target.
• Select Message Type: Ensure Pre-approved template message is selected.
• Click Select WhatsApp Template and choose an approved template.
• After Selecting a Template
  For example, if you select an Video Template:

  • Add your video using either:
    A direct Video URL (PNG or JPEG, under 5MB), or

    Upload a video from the Media Library or directly from your device.

  • Preview the template on the right.

  • Click Send.
    

• Optional Test: Enter a username and number to send a test message.
• Schedule Broadcast: Choose between sending it instantly or scheduling it for later.
• Click Add Broadcast to complete the process.

2. Within Automation Flows

Use templates to automate message delivery based on specific triggers.

• Navigate to the Flows section.

  

• Click on Add Flow.

• Select a Trigger Event from the options.
• Enter Keywords:
  • Add one or more keywords that will trigger this flow when a user sends a matching message.
• Drag the Template block onto the canvas.
• Click Add Template, then select an approved template from the list.
• Connect the Trigger block to the Template block using the connector line.
• Save and activate the flow.

Use via Inbox (Direct Communication)

Approved templates can also be sent directly to individual users through the Inbox—especially helpful when the 24-hour session window has expired.

When Session is Active (24 Hours Status: Active):

1. Navigate to the Inbox from the sidebar.

2. Select the contact you want to message.

3. Use the template icon (📄) in the message bar to open the list of approved templates.

4. After Selecting Template

   For example, if you select an Image Template:

   • Add your image using either:
     A direct image URL (PNG or JPEG, under 5MB), or

     Upload a video from the Media Library or directly from your system.

   • Preview the template on the right.

   • Click Send.