--- title: "WhatsApp Templates & Flows - Devad CHAT Guides — Devad" url: "https://devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159" --- [Skip to content](https://devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159#main-content) [Devad](https://devad.io) [Home](https://devad.io) [POST](https://devad.io/post) [CHAT](https://devad.io/chat) [SITE](https://devad.io/site) [AI](https://devad.io/ai-agent) [Pricing](https://devad.io/pricing) [](https://devad.io/help#hc-search) [Agent view](https://devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159.md) [Docs](https://devad.io/help?type=doc&lang=en&view=list) [Guides](https://devad.io/help?type=guide&lang=en&view=list) [Blog](https://devad.io/help?type=article&lang=en&view=list) [Changelog](https://devad.io/help?type=changelog&lang=en&view=list) Browse this Help Center [Whatsapp](https://devad.io/help?category=8&lang=en) - [Connect WhatsApp Business With CHAT.devad.io](https://devad.io/help/en/docs/whatsapp/connect-whatsapp-business-with-chat-devad-io--151) - [Connect WhatsApp Business With CHAT.devad.io](https://devad.io/help/en/guides/whatsapp/connect-whatsapp-business-with-chat-devad-io--152) - [How to Create and Keep WhatsApp Business Account Healthy](https://devad.io/help/en/docs/whatsapp/how-to-create-and-keep-whatsapp-business-account-healthy--153) - [How to Create and Keep WhatsApp Business Account Healthy](https://devad.io/help/en/guides/whatsapp/how-to-create-and-keep-whatsapp-business-account-healthy--154) - [Setting Up Your 360dialog Account](https://devad.io/help/en/docs/whatsapp/setting-up-your-360dialog-account--155) - [Setting Up Your 360dialog Account](https://devad.io/help/en/guides/whatsapp/setting-up-your-360dialog-account--156) - [How to Connect WhatsApp Twilio to Chat.devad.io](https://devad.io/help/en/docs/whatsapp/how-to-connect-whatsapp-twilio-to-chat-devad-io--157) - [How to Connect WhatsApp Twilio to Chat.devad.io](https://devad.io/help/en/guides/whatsapp/how-to-connect-whatsapp-twilio-to-chat-devad-io--158) - [WhatsApp Templates & Flows](https://devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159) - [WhatsApp Templates & Flows](https://devad.io/help/en/guides/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--160) - [Connect WhatsApp Business With CHAT.devad.io](https://devad.io/help/en/docs/whatsapp/connect-whatsapp-business-with-chat-devad-io--54) - [How to Connect WhatsApp Twilio to Chat.devad.io](https://devad.io/help/en/docs/whatsapp/how-to-connect-whatsapp-twilio-to-chat-devad-io--84) - [How to Create and Keep WhatsApp Business Account Healthy](https://devad.io/help/en/docs/whatsapp/how-to-create-and-keep-whatsapp-business-account-healthy--87) - [Setting Up Your 360dialog Account](https://devad.io/help/en/docs/whatsapp/setting-up-your-360dialog-account--132) - [WhatsApp Shop](https://devad.io/help/en/guides/whatsapp/whatsapp-shop--229) - [WhatsApp Shop](https://devad.io/help/en/docs/whatsapp/whatsapp-shop--228) - [WhatsApp voice & video calls](https://devad.io/help/en/docs/whatsapp/whatsapp-voice-video-calls--230) - [WhatsApp voice & video calls](https://devad.io/help/en/guides/whatsapp/whatsapp-voice-video-calls--231) - [WhatsApp Shop](https://devad.io/help/en/docs/whatsapp/whatsapp-shop--147) - [WhatsApp Templates & Flows](https://devad.io/help/en/docs/whatsapp/whatsapp-templates--148) - [WhatsApp voice & video calls](https://devad.io/help/en/docs/whatsapp/whatsapp-voice-video-calls--149) [Help Center](https://devad.io/help) › [Docs](https://devad.io/help?type=doc&lang=en) › [Whatsapp](https://devad.io/help?category=8&lang=en) › WhatsApp Templates & Flows Docs # WhatsApp Templates & Flows Understanding WhatsApp Templates According to the official WhatsApp Business Policy, businesses are prohibited from sending unsolicited marketing or solicitation messages directly to end users. The… Abdullah HA ## Understanding WhatsApp Templates According to the official [WhatsApp Business Policy](https://www.whatsapp.com/legal/business-policy/) , businesses are prohibited from sending unsolicited marketing or solicitation messages directly to end users. The conversation must be initiated by the end user. Once a user messages you, you have a 24-hour window to respond. If you need to communicate with a user who has not contacted you previously, or if the 24-hour window has expired, you are required to use either the text message fallback feature or a WhatsApp message template. - **Payment Method Required:** To utilize message templates, a valid payment method must be attached to your WhatsApp Business Account. This can be configured at [https://business.facebook.com/billing_hub/](https://business.facebook.com/billing_hub/) . - **Bulk Sending:** To dispatch a specific message template to a group of users simultaneously, please utilize the [direct messages](https://chat.devad.io/docs/#direct-messages) functionality. Meta’s free tier covers up to 1,000 user-initiated conversations per WhatsApp Business Account (WABA) monthly. ## Text Message Fallback To activate the text message fallback option, you must configure your SMS settings by navigating to **Settings > Notifications > Text message notifications**. You can find comprehensive details regarding this setup [here](https://chat.devad.io/docs/#sms) . ## WhatsApp Message Templates Format A WhatsApp message template is a pre-approved message format designed for repeated use to contact users once they have opted in and granted your application permission to message them. You are not permitted to input the actual content of your conversation directly into the template. Instead, the template should be used to notify the user of a new incoming message and provide instructions on how to access it, such as supplying a link to your website where the chat interface is hosted. WhatsApp Cloud API Twilio 360dialog - **Management:** To retrieve the Template name and organize your templates, visit [https://business.facebook.com](https://business.facebook.com) . Navigate to the Left menu > Settings > More system settings. From there, proceed to Accounts > WhatsApp accounts > Settings and select WhatsApp Manager. - **Languages:** In the Template languages field, input all language codes that your template supports, separated by commas. You can find the list of valid language codes [here](https://chat.devad.io/docs/files/language-codes.txt) (copy only the code, e.g., it, es, en_US). If a template supports multiple languages, the system will automatically select the one matching the user’s language. If no match is found, the default template language will be utilized. - **Header & Body Variables:** In the sections for Header variables and Body variables, input the values separated by commas. You are free to use merge fields such as `{recipient_name}` and `{recipient_email}`. Ensure that the count of parameters entered here exactly matches the number of parameters defined in your template. Utilize this feature if your template relies on dynamic values. regarding image headers, the image URL should be passed as the first parameter. The sequence is crucial; the first merge field corresponds to the first template parameter. - **Button Variables:** In the Button variables section, enter the links for your custom buttons or the text for quick replies prefixed with `quick_reply_` (e.g., `quick_reply_abcde`). Separate each value with a comma. The number of parameters here must align with the template’s parameters. If your buttons or call-to-actions use static values (like a fixed URL), enter `skip_parameter`. The order is vital, as the first merge field applies to the first template parameter. **Twilio Configuration:** Locate the Template SID and the template attributes. Enter these values, separated by commas, into **Settings > Twilio template**. Enter the **Template SID** and the template attributes separated by commas into **CHAT.devad.io > Settings > Twilio template**. - Get the **Namespace** value from **Left menu > WhatsApp accounts > Details**. - Get **Template name** and **Template default language** from your 360dialog templates area. - In **Custom parameters** Enter the values separated by commas, you can use the following merge fields: **{recipient_name}**, **{recipient_email}**. Use this feature if your template uses dynamic values. Order is important, the first merge field will be used as the first template dynamic value. - CHAT.devad.io will try to use the template with the same language as the user, if it is not available, it will use the template with the default language. The following template languages are not compatible: en_GB(use en_US), pt_PT(use pt_BR), zh_HK and zh_TW(use zh_CN), es_AR and es_MX(use es_ES). - **Namespace:** Retrieve the Namespace value by navigating to Left menu > WhatsApp accounts > Details. - **Template Details:** Obtain the Template name and the Template default language directly from your 360dialog templates dashboard. - **Custom Parameters:** In the Custom parameters field, enter the values separated by commas. You may use merge fields like `{recipient_name}` and `{recipient_email}`. Use this capability if your template requires dynamic values. The sequence is important; the first merge field is assigned to the first template dynamic value. - **Language Matching:** CHAT.devadio will attempt to utilize the template matching the user’s language. If that is unavailable, it defaults to the template’s standard language. Note that the following languages are incompatible: en_GB (use en_US), pt_PT (use pt_BR), zh_HK and zh_TW (use zh_CN), es_AR and es_MX (use es_ES). **Template Fallback!**Configure the WhatsApp template to be used as a fallback by navigating to Settings > WhatsApp > Cloud API template fallback. If you operate multiple numbers associated with different WhatsApp Business Accounts, a specific template must be generated for each account. You may assign a different template to each number, provided the template name and language code remain consistent. The test template button initiates a test message from the primary number. ## Sending Templates to New Contacts - **Account ID Setup:** In **Settings > WhatsApp > Cloud API settings > Business Account ID**, input your Business Account ID. You can locate this ID at [https://developers.facebook.com/](https://developers.facebook.com) . Select your application and navigate to Left menu > WhatsApp > API Setup. - **Select Recipients:** To dispatch the template to specific individuals, access the Dashboard Users section and select the intended recipients. Afterward, click the WhatsApp icon found in the top right corner. - **Automatic Language:** If you utilize the WhatsApp Cloud API with a template that supports multiple languages, the system will automatically choose the language matching the user. If no match exists, the default template language is applied. - **Twilio Parameters:** If you are using Twilio and your template includes parameters, input the parameter values separated by commas into the Body section. - **Further Details:** For comprehensive information, click [here](https://chat.devad.io/docs/#direct-messages) . ## WhatsApp Flows For additional details regarding WhatsApp Flows, please visit [here](https://business.whatsapp.com/products/whatsapp-flows) . ## Built-in Flows Our App automatically creates and dispatches the following flows. To regenerate a flow, utilize the **Settings > WhatsApp > Clear flows** button. - **Registration:** This flow is triggered when a new user sends their initial message to the WhatsApp number, provided the **Settings > Users > Require registration** option is active. - **Follow-up:** This flow triggers if the **Settings > Messages & Forms > Follow-up message** option is enabled and the user has not provided an email address. ## Send Custom Flows To send custom flows, use the specific merge field format. Replace “123” with your unique flow ID and populate the header, body, and button attributes with your text. ~~~ {wa_flow id="123" header="Your Header" body="Your Body Text" button="Button Text"} ~~~ ## Essential Information & Limitations Contact Rules You cannot send a WhatsApp message to a user who contacted you more than 24 hours ago or has never messaged you. WhatsApp strictly prohibits this. Instead, use a [WhatsApp template](https://chat.devad.io/docs/whatsapp-templates) or send a [text message](https://chat.devad.io/docs/#text-message-fallback) fallback. An “Error message: Re-engagement” indicates this specific issue. Troubleshooting Sending Issues If you aren’t receiving WhatsApp messages, ensure conversations aren’t being assigned to a [department](https://chat.devad.io/docs/#departments) and that the test number isn’t an admin or agent number. For non-cloud versions, verify the WhatsApp webhook URL setup. If messages fail to send, check the admin area for specific error messages. Support Scope for Providers We do not provide support for Twilio or 360dialog configurations or related issues. Additionally, we cannot assist in getting your WhatsApp account or message templates approved by Meta. AI & Rich Features Supported features include language detection, spelling correction, multilingual translation, and Google search. You can also send [rich messages](https://chat.devad.io/docs/#rich-messages) . For menus with more than 3 options, use the `whatsapp="Your menu text"` shortcode attribute. Sandbox & Limitations If testing with the sandbox, re-link your phone number after 72 hours if sending fails. Be aware that Twilio and 360dialog have limitations, such as Twilio’s 1600-character limit. We strongly recommend using the Official WhatsApp API. Use this page [Ask ChatGPT](https://chatgpt.com/?q=Read%20https%3A%2F%2Fdevad.io%2Fhelp%2Fen%2Fdocs%2Fwhatsapp%2Fhow-to-use-whatsapp-templates-in-chat-devad-io--159%20and%20answer%20questions%20about%20the%20content.) [Ask Claude](https://claude.ai/new?q=Read%20https%3A%2F%2Fdevad.io%2Fhelp%2Fen%2Fdocs%2Fwhatsapp%2Fhow-to-use-whatsapp-templates-in-chat-devad-io--159%20and%20answer%20questions%20about%20the%20content.) On this page [Understanding WhatsApp Templates](https://devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159#whatsapp-templates-overview) [Text Message Fallback](https://devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159#text-message-fallback) [WhatsApp Message Templates Format](https://devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159#whatsapp-message-templates-format) [Sending Templates to New Contacts](https://devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159#sending-to-new-contacts) [WhatsApp Flows](https://devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159#whatsapp-flows-feature) [Built-in Flows](https://devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159#built-in-flows) [Send Custom Flows](https://devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159#send-custom-flows) [Essential Information & Limitations](https://devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159#essential-information-and-limitations) ## Keep exploring [### Connect WhatsApp Business With CHAT.devad.io CHAT.devad.io provides many flexible option to connect your WhatsApp Business Number WhatsApp Integration Options: To install and connect WhatsApp with CHAT App, you have four…](https://devad.io/help/en/guides/whatsapp/connect-whatsapp-business-with-chat-devad-io--152) [### Connect WhatsApp Business With CHAT.devad.io CHAT.devad.io provides many flexible option to connect your WhatsApp Business Number WhatsApp Integration Options: To install and connect WhatsApp with CHAT App, you have four…](https://devad.io/help/en/docs/whatsapp/connect-whatsapp-business-with-chat-devad-io--151) [### How to Create and Keep WhatsApp Business Account Healthy 🚀 WhatsApp Success Starts Here: The Essential Compliance Guide for Your Business Are you using the Meta Embedded Sign-Up through CHAT.devad.io to connect with customers…](https://devad.io/help/en/guides/whatsapp/how-to-create-and-keep-whatsapp-business-account-healthy--154) [### How to Create and Keep WhatsApp Business Account Healthy 🚀 WhatsApp Success Starts Here: The Essential Compliance Guide for Your Business Are you using the Meta Embedded Sign-Up through CHAT.devad.io to connect with customers…](https://devad.io/help/en/docs/whatsapp/how-to-create-and-keep-whatsapp-business-account-healthy--153) [Devad](https://devad.io) Apps Suite Every Business Needs to Start and Grow ## Apps [POST](https://devad.io/post) [CHAT](https://devad.io/chat) [SITE](https://devad.io/site) [AI](https://devad.io/ai-agent) ## Company [Plans & pricing](https://devad.io/pricing) [Contact](https://devad.io/contact-us) ## Resources [Help Center](https://devad.io/help) ## Legal [Privacy](https://devad.io/privacy-policy) [Terms](https://devad.io/terms-of-service) [Cookies](https://devad.io/cookie-policy)