Knowledge Base

How to add a WABA template

You don’t have to add templates in Wazzup — you can write first in WABA without them. Just type on the input line and send.

You can write without a template in both Wazzup and CRM chats.

It automatically turns on when you add a new WABA channel, but it doesn’t start working right away — you have to wait a few hours. On channels added before December 2022, the feature can be enabled through our support.

If templates are needed. For example, to send out a newsletter:

As soon the channel is connected, a few universal templates will be automatically sent from your personal account for moderation. When Facebook approves them, you will be able to write to your clients first. 

Universal templates can be personalised when you send them: they contain variable fields that can be filled in however you like. 

If the basic templates aren’t enough, add your own — it’s easy. Templates can be added and sent for moderation just from the Wazzup personal account. Usually they are approved as soon as 2-3 hours after sending, at most in a day.

How to add a template

Go to “Message templates” → “WABA templates” tab → “+ Add a template”.

Template name. Enter a name by which you can quickly find the template among the others. It can be changed at any time.

Language. Specify the language in which you’re going to write. WhatsApp recommends not to use several languages in one template.

Category. Select the one from the list that fits the content. If you don’t know where to put the template, read the WABA template category guide.

Select the channels from which you will send the template. You can use the template on all channels that are linked to the selected WhatsApp Business account (you created it when you added the WABA channel). You don’t have to coordinate 100500 templates for each channel individually.

If you want to use a template on certain channels, select only them in the “WABA Channels” field. For example, a template that says “Thank you for applying for the job” is needed for the HR channel, but not for the sales channel.


Click the slider if you want to use a header. It can be text or media.

Text header

It is distinguished from the main text by its boldface and separated from it by an empty line. It can contain important information for the client, so it will be immediately apparent.

You can add one {{variable}} to the text header. To do this, click the {…} icon to the right of the text input field.

When the template passes moderation, the variables can be filled in:

Manually. You can enter any text in the variable: for example, address the interlocutor by name, specify order numbers or inform about promotions.

Automatically. You can substitute field values from CRM when sending a template using Kommo Salesbot or Bitrix24 Business Processes.

Media header

There are three types:

— .jpeg, .jpg, .png image;

— .mp4 video, .3gpp;

— .pdf document.

Template with media header = message with attachment. The client receives the media and text in the same message.

Select the media type and attach a file that matches the text, so that the template passes moderation. Once approved, managers will upload the desired media when you send it

You can attach only the type of media to the template that you have approved. For example, if you approved a template with an image, you can’t attach a video or document to it.

Main text

You can add text and variables to the main text block.

Variable text cannot be divided into paragraphs and cannot be indented. If you add hyphens, tabs, and more than 4 spaces in a row, they will just disappear from the text after you send it. 

If you know that sellers will put a lot of text into variables, you can add multiple variables on different lines to the template. This way the message will be divided into paragraphs.

To format the text in the template, enclose it in special characters.

  • The bold character is an asterisk (*). For example: “This is very *important* information.”
  • Italics – underline (_). For example: “Welcome to _Wazzup_!”
  • The strikethrough is a tilde (~). For example: “I didn’t know it was called a ~worm~ squiggle.”
  • Monospaced font — three reverse apostrophes (“`). For example: ““`This sentence is typed in monospaced type.“`”


The caption differs from the main text in color and font size, and is separated from it by an empty line.

Only text without variables can be added to the caption.


You can add buttons to the template. Customers are more likely to respond, go to the site or call if they can do it in one click.

There are two types of buttons: “Quick response” and “Link/Call”.

Quick response

When a customer clicks a button, you will receive a message with the text of that button. You can prepare automatic replies to the text of each button with Kommo Salesbot.

You can add three “Quick response” buttons to the template. Each button has no more than 20 characters.

For some templates, we recommend adding an unsubscribe button. This way the client is less likely to send the template to spam.

Button with a link – when clicked, transfers the client to the link.

If you use Kommo SalesBot or Bitrix24 Business Processes, you can add one variable to the link and fill it with CRM field values. For example, to send customers driving directions to different branches or links to the products they wanted to buy.

Sending a template with a button that contains a variable with a link will not work from Wazzup chats.

The variable can be anywhere in the link, but it must come after the domain and after the "/".

Add a variable like this: {{1}}. In parentheses, specify "1", even if there are already variables in the template text.

Call — when clicked, the client will open a dialing window and the number from the button will be substituted in it. The client does not need to copy or retype anything to make a call. All they have to do is tap the screen a couple of times.

In a template with a link/call button, there can be:

— only 1 button with a link;

— only 1 button with a call;

— two buttons: one with a link and one with a call.

Two buttons with a link or two buttons with a call cannot be in the template.

Template approval

When you fill out the template, click the “Send to moderation” button. Within 24 hours, the template will either be approved or rejected — during this time, it will be in the “In Moderation” status. When approved, the status will change to “Active”, you can use it.

If the template does not pass moderation, you will see “Rejected” and you can resend it for approval. To do this, change the template slightly (for example, add a symbol to the text) and click “Send to moderation”.

Sending templates

When the template passes moderation, it can be used. To send a WABA template from Wazzup Chat, go to the client dialog and select a template from the list.

If the template has variables, fill in the fields, otherwise you won’t be able to send the template. If you want to leave the variable field blank, put a space.

You can also send a template using Kommo Salesbot, Automation and Bitrix24 Business Processes.

Correspondence through the WABA channel

As soon as a client sends you a message or replies to a template, a 24-hour dialog window opens. During this time you can write to the client any messages and in any quantity.

Each incoming message from a client prolongs the dialog window for another 24 hours. If the 24 hours are over, you can continue correspondence with the client only with the WABA template.

You can send automatic messages through WABA, but it is important not to bore the client. If he thinks the message is spam, he can complain about it. If there are many complaints on one message from different clients, WhatsApp will block your template.