Template Types Available #
There are three types of message templates supported when using the official API:
1. Pre-approved Templates #
These are templates that have already been approved by Meta in your WhatsApp Business Manager.
- You cannot edit them from inside Smart DMS.
- They are identified by their library name.
- Only active templates are used.
- They are required for messaging users outside the 24-hour service window.
2. Custom Templates #
Custom templates are also created in Facebook Business Manager and follow the same rules as pre-approved ones.
Currently:
- You cannot manage or create them directly from Smart DMS (this is a planned future feature).
- If a template is disabled, it will not be sent.
3. System Templates #
These are internal templates managed by The Smart DMS for specific system-triggered events (e.g., new task, account update).
- They can only be used when the user has responded to a message in the last 24 hours (known as the customer service window)
- You can use tags like
{{name}},{{task_id}}, or{{brand_name}}inside the message body. - If the 24-hour window has passed, you must use a pre-approved template instead.
Customer Service Window Explained #
WhatsApp restricts free-form or custom messages to a 24-hour window from the last user interaction.
After 24 hours:
- You must use a pre-approved template
- Free-form system templates will not be delivered
This policy is enforced by WhatsApp to reduce spam and protect end users.
