Once a WhatsApp number is connected to NUACOM, Admins can create and manage messaging templates in the NUACOM web portal. Templates are shared across all numbers linked to the WhatsApp Business account, ensuring consistent communication across all connected lines.

Creating messaging templates

Steps:

1. In the NUACOM Web Portal, navigate to the SMS Templates page.
2. Under the Special Templates Category, click Create and select WhatsApp
3. Choose the category for your template:
   Marketing: Suitable for welcome messages, promotions, offers, coupons, and announcements.
   Utility: Best for order confirmations, account updates, receipts, or reminders.
   
   
   
    
4. Then configure your template details:
   Name: The display name shown in both the Web Portal & in the NUACOM Desktop App when sending a message.
   Language: The language of the message that this template will include.
   Content Type: Data will be included in your template:
   Text: The text content of the template.
   Media (optional): Add an image to your template using a URL or by uploading a file.
   Call To Action (optional): Add buttons to your template :
   Up to 2 website directions, 1 call button, 1 copy code button
   Quick Reply (optional): Allow your customer to send you a predefined reply, like (Yes/No)
   
   A preview shows how the final template will appear.
   
   
   
    
5. Once all fields are completed, click Save & Submit for WhatsApp Approval to send it to Meta for approval.

When using WhatsApp in NUACOM, Meta applies default rate limits to control the number of messages that can be sent within a 24-hour period. These limits help maintain platform stability and ensure fair use across all accounts.

When a customer sends a message or replies to an agent, a 24-hour conversation window opens. During this time, agents can freely send any number of custom messages.

Each new customer message refreshes this window, restarting the 24-hour countdown. Once the window closes, the agent must send a template message to reinitiate contact. When the customer responds to the template, a new 24-hour window opens again.

In NUACOM, this is handled by the Business Messaging Rules options. You can always set an SLA of less than 24 hours.
 

Default Meta rate limits

Meta defines message rate limits based on the type of WhatsApp Business profile you have:

• Standard profile: 1,000 messages per 24 hours

• Limited profile: 250 messages per 24 hours

Template approval

The approval status of each template appears in the Status column of the Templates section.

• Most templates are reviewed within approximately 5 minutes, but approval may take several days if Meta performs additional checks.
• Once marked Approved, the template becomes available for Agents in the NUACOM Desktop App.

Managing templates

Admins can view and manage all submitted templates from the SMS Templates Tool.

1. In the NUACOM Web Portal, navigate to the SMS Templates page.
2. On the Can be used on column, you may see which templates are available for WhatsApp
3. You may choose to View or Delete the template. Once deleted, you won't be able to reinstate the template; you'll have to create a new one and submit it to WhatsApp.
4. In the Status column, you can regularly check the template's status and be notified if it is revoked by Meta.

Best practices for avoiding template rejection

Templates are often rejected due to formatting issues, content violations, or incorrect categorisation.
Review the points below before submitting a new template. For more information, you can refer to Meta’s documentation.

Variable and parameter formatting

Templates must follow Meta’s strict formatting requirements for variable parameters.

Common issues include:

• Missing or mismatched curly braces. The correct format is {{1}}.
• Using special characters inside parameters, such as #, $, or %.
• Nonsequential parameters. For example, using {{1}}, {{2}}, {{4}}, {{5}} when {{3}} is absent.
• Too many parameters compared with the overall message length. Reduce the number of parameters or increase the amount of text.
• Ending the template with a parameter. The final character in a template cannot be a variable.

Content and policy violations

Meta enforces strict content rules for WhatsApp templates. Violations will result in rejection.

Common violations include:

• Content that does not comply with the WhatsApp Commerce Policy. Any message that involves offering goods or services, including descriptions, prices, fees, taxes, or legal disclosures, is treated as a transaction and must comply with Meta’s rules.
• Content that violates the WhatsApp Business Policy. You must not request sensitive identifiers such as full payment card numbers, financial account numbers, national ID numbers, or documents that may contain this information. Requesting partial identifiers, such as the last four digits of a Social Security number, is allowed.
• Language that may be considered abusive or threatening. For example, threatening legal action or publicly shaming a customer.

Character limits and text formatting

Character limits vary by template type. Ensure your content fits within the constraints for the specific message component you are using.

Duplicate templates

Meta will reject templates that duplicate the wording of an existing approved template. Any template that closely matches an existing version should be revised before submission.

Recategorization

If a promotional or sales message is submitted under the Utility category, Meta may recategorise it as a Marketing template. Choose the correct category to avoid delays.