Messaging

Message Template

A pre-approved WhatsApp message format used to start conversations or message users outside the 24-hour session window.

Definition

A message template is a structured WhatsApp message — with placeholders for variables like name or order ID — that has been submitted to and approved by Meta before it can be sent. Templates are required when a business wants to initiate a conversation, re-engage a contact outside the 24-hour customer service window, or send notifications such as order updates, appointment reminders, or one-time passcodes. Templates fall into categories (marketing, utility, authentication) that affect pricing and policy.

Example

An e-commerce brand creates a utility template like "Hi {{1}}, your order {{2}} has shipped and will arrive on {{3}}." Once Meta approves it, the brand can send it to thousands of opted-in customers.

How it relates to WellPlan

Inside WellPlan you can draft, submit, and manage WhatsApp templates without leaving the platform, then trigger them from workflows. Read more on the WhatsApp integration page.