What Is a Message Template
A Message Template is a pre-written WhatsApp message that you prepare in advance, submit to WhatsApp for review, and reuse as many times as you need. Once approved, it takes your staff one click to send it to a customer — with all the details filled in automatically.
Here is why every service business needs them:
WhatsApp locks the text box after 24 hours. Once a customer has not replied in over a day, you cannot reach them with a normal message. A template bypasses this completely.
Your staff never types the same message twice. One approved template sends the right message to every customer in seconds — automatically filled in with their name, order, and timing.
Every message feels personal. Placeholders automatically fill in with the customer's name, order number, and pickup time for every individual send.
They work while you sleep. Pair templates with Auto Reply Rules and your customers get instant responses even at midnight, even when your shop is closed.
They let you attach booking forms. Add a Mini App button to any template so customers can book, reschedule, or confirm with one tap.
Before You Start
Before you can create and send WhatsApp Message Templates, make sure your WhatsApp Business account is connected to EasyBiz — this is what allows your templates to be sent through your business WhatsApp number.
How to Access Message Templates
Click the ⚙️ Settings icon in the top-right corner of your screen
Scroll down to Library and click WhatsApp Templates
You can also type WhatsApp in Search settings to find the shortcut, then click WhatsApp Templates.
Types of Templates
When you create a new template, you choose a category. Each category works differently and is designed for a different situation.
Utility — For order and service updates tied to a specific customer action. Order confirmations, collection notices, payment reminders, delivery updates. These are the most important templates for your business and the ones you will use the most.
Marketing — For promotions, seasonal offers, and announcements. These reach customers who have not messaged you recently and require WhatsApp approval before use.
Authentication — For the sign-in code customers get on WhatsApp when they sign in to your Online Store or Mobile App. There is only one pre-built template and it requires no design work.
Quick Reply — Short, pre-written messages your staff can send with a single keystroke (/) while chatting with an active customer. No WhatsApp approval needed — they are ready the moment you publish them.
Managing Your Templates
Finding a template
Use Search templates to find a template by name, or scroll through the Utility, Marketing, Authentication and Quick Reply sections. Point at a template to preview it and click its name to edit it.
Template status
Each template shows where it currently stands:
- Draft — Created but not yet submitted
- Pending — Submitted and waiting for Meta review
- Approved — Reviewed and approved by Meta, ready to send (Utility, Marketing, and Authentication templates)
- Active — Ready to use immediately (Quick Reply templates show this status after you publish, since they do not go through Meta review)
- Rejected — Meta did not approve it — edit and resubmit
Template controls
Click a template name to open its editor. At the bottom of the editing panel you can:
Template Settings: Update the template's internal settings — its name, category for Quick Reply templates, and default reply status — without reopening the full editor or going through Meta review.
Duplicate: Creates an exact copy of the template. Useful when you want to create a similar template without starting from scratch.
Delete: Permanently removes the template from EasyBiz and Meta. This cannot be undone, you will need to create and resubmit from scratch if you want it back.
Use Send Test at the top right of the editor to send the published version. This is disabled until an approved or published version is available.
Set Up Your Templates
Now that you know the basics, you are ready to create your first template. Choose the type that fits what you need:
Learn how to set up Utility Templates → Order confirmations, delivery updates, receipts, and more. Start here if you are new to templates.
Learn how to set up Marketing Templates → Promotions, seasonal offers, and service announcements.
Learn how to set up Quick Reply Templates → Fast, instant replies your staff can send with a single keystroke while chatting with customers.
For Authentication templates, see the section below.
Authentication Templates
Authentication templates send a one-time sign-in code to a customer who signs in to your Online Store or Mobile App with their mobile number. There is only one pre-built template available, you do not need to design anything.
The message reads "{{otp}} is your verification code. For your security, do not share this code. This code expires in 10 minutes." with a Copy code button for the customer to tap.
The easiest way to set it up is from your store. In the store editor's Sign in page, under Mobile number sign-in, click Set up next to WhatsApp. The Sign-in codes on WhatsApp dialog offers Create code message, which creates this template, sends it to Meta and shows when Meta approves it.
To activate it here instead:
- Click New template → Authentication
Enter a template name, select the One-time passcode card, and click Create
Click Submit for approval at the top right and a dialog will appear asking you to select your WhatsApp Business Account. Select it from the dropdown and click Submit to send it for Meta review.
FAQs
How long does Meta take to approve a template?
Most templates are reviewed within a few minutes. In some cases it can take up to 24 hours. Quick Reply templates do not need approval — they are ready the moment you publish.
My template disappeared after approval. Where did it go?
Check the Marketing section. Meta may have reclassified your Utility template as Marketing. It is not deleted, just in a different group.
Can I edit a template after it has been approved?
Yes, but only once every 24 hours. If your edit is rejected, you can revert to the previously approved version.
Why is my template stuck on Pending?
Review usually takes minutes to a few hours. If it has been more than 24 hours, try submitting a new template with the same content.
What is Default reply status?
Controls what happens in your inbox after the template is sent. Replied moves the conversation out of your Pending list. Pending keeps it there so your team remembers to follow up.
Can I use the same template for multiple customers?
Yes. Once approved, a template can be sent to any customer at any time. Placeholders fill in automatically for each individual send.
I have many templates and can only see some. Did the rest get deleted?
No. Clear Search templates and scroll through the category sections to browse all your templates.
What's Next?
Now that you know the template categories, continue to Setting Up Utility Templates to create the transactional messages, confirmations, reminders, and updates that keep customers in the loop or continue to Managing Conversations Inbox to learn how your team handles the replies that come back.