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New: WhatsApp Templates 2.0

Release date: 20 October 2023

A new and improved template creation experience was released whereby you must now create new WhatsApp message templates from within your Facebook Business Manager (FBBM) account instead of from within the Clickatell Portal.

Once submitted in FBBM, these templates are pulled into the Clickatell Portal with their status and, once approved, templates can be utilized as usual from within the Clickatell environment.

Creating message templates directly in FBBM is a much quicker process, and gives you access to the real-time feedback provided by Meta.

Please note:

  • This feature is only available to clients onboarded via WhatsApp Embedded Sign-Up (WAES). The template creation process does not change for clients onboarded via the old On-Behalf-Of (OBO) model, and they will still use the old method for creating templates from within the Clickatell Portal.

  • Only template categories supported by Clickatell's One API will be synced from FBBM to the Clickatell Portal. The templates not supported by Clickatell will not be synced.

  • The creation of Chat 2 Pay templates remains unchanged at this point.

How does it work?

If you've onboarded via WAES, you are now prompted to access FBBM to create your WhatsApp message templates by clicking on the Manage & Create Templates in Facebook Business Manager button.

A new button in the Clickatell Portal directs clients to FBBM to create their templates.

You are informed that you cannot sync non-supported templates. Click Go to Facebook Business Manager.

You are now directed to the template creation page in FBBM. Click Create template and follow the steps as prompted to create their message template.

Once the template has been submitted for approval in the FBBM, you can return to your Clickatell Portal and sync to pull in all new templates that are supported by Clickatell. As soon as the template is approved by Meta, you can start sending them to your customers.

For more information and detailed steps, please refer to our WhatsApp User Guide.

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