Templates

Available on all Gallabox plans.

Who can use this?

• Gallabox users with Broadcast access who want to send business-initiated messages on WhatsApp.
• Roles: Owners and Admins — template creation and management.

Plan Availability

Available on all Gallabox plans.

Template messages are charged per message by category — see Message Credits for pricing.

What are Template Messages?

Template messages are pre-approved message formats that businesses use to initiate conversations with customers on WhatsApp. Meta requires all business-initiated messages to use approved templates — this is a WhatsApp Business API policy, not a Gallabox rule.

Why templates exist: Meta uses templates to prevent spam and ensure businesses communicate professionally on WhatsApp. Each template must be reviewed and approved by Meta before you can use it.

Template Categories

Category	When to use	Example
Marketing	Promotional content, offers, updates, announcements	”Hi! Get 20% off your first order — use code WELCOME20”
Utility	Transactional information, updates, reminders	”Your order #12345 has been dispatched. Track it here: [link]“
Authentication	One-time passwords (OTPs), PINs, security codes	”Your verification code is 847293. Valid for 5 minutes.”

Customer service replies within the 24-hour messaging window don’t use templates at all — they’re sent as free-form messages.

Marketing Templates

Use for promotional and non-transactional messages:

• Discount offers and promotions
• New product announcements
• Company news and updates
• Re-engagement campaigns

Requirements: Marketing templates must include an unsubscribe option (a list or button that lets customers opt out).

Utility Templates

Use for transactional and operational messages:

• Order status updates
• Appointment reminders
• Delivery notifications
• Booking confirmations
• Payment receipts

Requirements: Utility templates must be tied to a recent customer action or request.

Authentication Templates

Use for security-sensitive messages:

• OTP verification codes
• Password reset links
• Account verification
• Two-factor authentication (2FA)

Requirements: Authentication templates must be time-sensitive and can only contain the OTP/code — no marketing content.

The Approval Process

1. Create the template

   Create the template in Gallabox — write the message text, add variables, buttons, and media.

2. Submit to Meta

   Submit the template to Meta for review — Gallabox sends it to Meta’s WhatsApp Business API for approval.

3. Meta reviews it

   Meta reviews it — typically within 24–48 hours (can take up to 7 days for new businesses).

4. Status updates in Gallabox

   Status updates in Gallabox:

   • Submitted / Pending — sent to Meta and under review
   • Approved — ready to use
   • Rejected — Meta declined it (with reason provided); fix the issue and resubmit
   • Paused — Meta temporarily paused the template due to negative feedback
   • Disabled — Meta disabled the template

Template sync delay: After Meta approves a template, it may take up to a few hours to appear in Gallabox’s template list. If a template shows “Approved” in Meta’s dashboard but not in Gallabox, wait a few hours and refresh before attempting to use it.

Why Templates Get Rejected

Common reasons for rejection:

• Too promotional — Marketing content in a Utility or Service template
• Missing opt-out — Marketing templates without an unsubscribe option
• Too vague — Template purpose not clear from the content
• Variable misuse — Variables used incorrectly or in wrong positions
• Brand mismatch — Template content doesn’t match your verified business name

Template Limits

Limit	Value
Active templates per account	Based on your quality rating
Template name length	Max 512 characters (letters, numbers, and underscores only)
Message body length	Max 1024 characters
Header / footer length	Max 60 characters each
Buttons per template	Up to 10
Header media	1 image, video, document, or location

How to Create a Template

1. Go to WhatsApp Templates

   Go to WhatsApp Templates in the left navigation of Gallabox.

2. Click Create Template

   Click Create Template.

3. Select the category

   Select the category (Marketing, Utility, or Authentication).

4. Write the template name

   Write the template name — this is how you’ll reference it in Gallabox.

5. Write the message body

   Write the message body — add variables using {{variable_name}} syntax.

6. Add header media

   Add header media (optional) — image, video, or document.

7. Add buttons

   Add buttons (optional) — call-to-action buttons or quick reply buttons.

8. Submit for review

   Click Submit for Review.

9. Wait for Meta's approval

   Wait for Meta’s approval — check status in the template list.

Pro tip: Start with Utility templates — they’re the easiest to get approved because they’re tied to real customer actions. Build a library of common transactional templates (order confirmation, appointment reminder, delivery update) before investing in Marketing templates which require opt-out options and are reviewed more strictly.

Example

Scenario: You run a restaurant and want to send order confirmations, delivery updates, and promotional offers via WhatsApp.

Here’s how you’d create the templates:

1. Utility — Order Confirmation:

   “Hi {{1}}! We’ve received your order #{{2}}. Estimated delivery: {{3}}. Track your order: {{4}}”

   • Variables: Name, Order number, Delivery time, Tracking link

2. Utility — Delivery Update:

   “Great news! Your order #{{1}} is on its way. Expected delivery: {{2}}. Your delivery partner is {{3}}.”

   • Variables: Order number, Delivery time, Partner name

3. Marketing — Weekly Offer:

   “Hi {{1}}! This week only: {{2}}% off {{3}}. Use code {{4}} at checkout. Valid until {{5}}.”

   • Variables: Name, Discount %, Product, Code, Expiry date
   • Add a List button with an unsubscribe option

FAQs

Why was my template rejected?

Meta provides a rejection reason in the template details. Common reasons and fixes:

• “Too promotional” — If it’s a transactional message, make sure it’s in the Utility category, not Marketing. Remove any promotional language.
• “Missing opt-out” — Marketing templates must include a List or Button that lets customers opt out of future marketing messages.
• “Vague purpose” — Make the template content clearly explain what the message is about. Don’t rely on the template name alone to convey purpose.
• “Variable in wrong position” — Variables should be in natural positions in the text, not at the start or end without context.

Can I edit an approved template?

Yes, but editing an approved template will require re-submission for Meta’s review. The currently approved version will remain active until the new version is approved. Changes to the template body, variables, or buttons all require re-approval.

What's the difference between a template and a free-form message?

A free-form message is any message you type directly in the compose box. You can only send free-form messages within the 24-hour messaging window (after a customer’s last message). A template message is pre-approved by Meta — you can send it at any time, even outside the 24-hour window. Use templates for any proactive outreach; use free-form messages only for reactive replies within the window.

How do I use variables in templates?

Variables are placeholders that get replaced with actual values when the template is sent. Use the syntax {{1}}, {{2}}, etc. for numbered variables, or {{contact.name}}, {{contact.phone}} for system variables. When you send the template, you’ll be prompted to fill in the values for each variable. See Variables for the full list of available system variables.