3.3.1
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Send message templates

How can I send message templates?

You cannot send message templates directly from the Clickatell Portal.

Make use of one of these options to send them to your customers:

  • One API (all packages): Once the message template you've added is approved and active, you’ll be able to specify the template name and the relevant parameters in your API call when sending a message to the customer.

  • Chat Flow (Interact & Transact packages only): You can send WhatsApp message templates directly from Chat Flow as part of your workflows or to kick-start a conversation. Find out more.

  • Chat Desk (Interact & Transact packages only): As an agent, you can send WhatsApp message templates to customers directly from Chat Desk. Find out more.

Template Statuses

Templates can have one of the following statuses:

  • In-Review: Indicates that the template is still under review. Review can take up to 24 hours.

  • Rejected: The template has been rejected during Meta's review process or violates one or more policies. See Appeals.

  • Active - Quality Pending: The message template has yet to receive quality feedback from customers. Message templates with this status can be sent to customers. See Quality Rating.

  • Active - High Quality: The template has received little to no negative customer feedback. Message templates with this status can be sent to customers. See Quality Rating.

  • Active - Medium Quality: The template has received negative feedback from multiple customers and may soon become paused or disabled. Message templates with this status can be sent to customers. See Quality Rating.

  • Active - Low Quality: The template has received negative feedback from multiple customers. Message templates with this status can be sent to customers but are in danger of being paused or disabled soon, so we recommend that you address the issues that customers are reporting. See Quality Rating.

  • Paused: The template has been paused due to recurring negative feedback from customers. Message templates with this status cannot be sent to customers. See Template Pausing.

  • Disabled: The template has been disabled due to recurring negative feedback from customers. Message templates with this status cannot be sent to customers.

You can view a template's status by going to WhatsApp Manager -> Overview, hovering over the suitcase icon (Account tools), and clicking Message templates. If you have multiple WhatsApp Business Accounts, select the account whose template statuses you want to view from the list of accounts in the dropdown menu in the top-right corner.

Template Pacing

As of 12 October 2023, Meta is introducing the concept of template pacing when sending marketing templates.

Template pacing is a mechanism that allows customers to provide early feedback on newly created or un-paused marketing templates. Templates sent as part of a messaging campaign are sent normally until a certain threshold is reached, after which further sending of this template is held to allow for customer feedback. This feedback allows businesses to make adjustments to their templates before sending them to too many clients and mitigates the risk of negative feedback impacting their business.

Find out how this impacts your template sending here.