Meta only lets a business start a WhatsApp conversation with a message template it has approved. When you send from WiseData's number, that's already taken care of. When you connect your company's number, the templates live in your Meta account, and each one must be approved before the first survey goes out.
The example in this article is Wellness Clinic, which has already connected its number and wants to send a Transactional survey in English after each appointment.
Where they are
In Settings › WhatsApp, right below the connection, in the Message templates section. It appears once you connect the number; without a connection there's no Meta account to hold the templates.
At the top of the section, in Template language, you switch between Portuguese, English and Spanish. Each language has its own list, with one template for each survey type: Relational, Transactional, Product, eNPS, Brand, Competition, CSAT and CES.
About the text you see
Each template's text comes pre-written and can't be edited: it was written to pass Meta's review and to work for any business. The names you see on screen are only a preview. The real message uses the contact's name and the Company Name set in Settings › Survey Settings. The message goes out with an Answer survey button that opens the survey.
Which templates to approve
Approve only what you'll use. A survey goes out with the template for its type in the Survey language chosen in the wizard. Wellness Clinic only needs the Transactional template in English. If it later creates a survey in Spanish, it approves the Spanish Transactional too.
If a survey needs a template that isn't approved, the send to that contact fails, with a template-not-approved reason. The survey does not switch to WiseData's number, because the sender would change without you choosing it.
With or without an image
The header image is optional. Without it, the message goes out as text only. To use one, click Choose image before submitting for review: JPEG or PNG, up to 5 MB. The image is part of the approved template. To change it later, choose the new one and click Submit again, and the template goes through a new review.
Submitting for review
- Choose the language in Template language.
- On the template for the type you'll use, choose the image if you want one.
- Click Submit for review.
Meta does the review, and it usually takes up to 24 hours. Use Refresh to get the latest status.
Template status
- Draft — not submitted yet.
- In review — Meta is reviewing it. During this time you can't resubmit or change the image.
- Approved — ready. Only with this status do surveys of that type and language go out from your number.
- Rejected — Meta declined it. The screen shows the reason; adjust what you can (the image, for example) and click Submit again.
- Paused and Disabled — Meta suspended the template, usually because of blocks or reports from recipients. While it stays that way, surveys of that type don't go out.
Resubmitting an Approved template (to change the image, for example) sends it back to In review. Until it's approved again, surveys of that type and language don't go out. Do it outside your sending hours.
Other templates in your account
If your Meta account already had templates created by you or by another system, they appear under Other templates in your account, for reference only. WiseData NPS only uses the templates in the list above.
Where to go next
- WhatsApp with your company's own number — the connection, the number's status and what to do when it doesn't finish.
- Survey types — which type answers your question, so you know which template to approve.
- Creating and sending surveys — the Survey language and the test send, which reaches the WhatsApp number in your profile and confirms the template works.
In short: with your number connected, in Settings › WhatsApp you pick the language, optionally an image, and submit the template for each survey type you'll use; only with the Approved status does a survey of that type and language go out from your number.