> ## Documentation Index
> Fetch the complete documentation index at: https://docs-next.gallabox.com/llms.txt
> Use this file to discover all available pages before exploring further.
# 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](/pricing-and-billing/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
Create the template in Gallabox — write the message text, add variables, buttons, and media.
Submit the template to Meta for review — Gallabox sends it to Meta's WhatsApp Business API for approval.
Meta reviews it — typically within 24–48 hours (can take up to 7 days for new businesses).
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
Go to **WhatsApp Templates** in the left navigation of Gallabox.
Click **Create Template**.
Select the **category** (Marketing, Utility, or Authentication).
Write the **template name** — this is how you'll reference it in Gallabox.
Write the **message body** — add variables using `{{variable_name}}` syntax.
Add **header media** (optional) — image, video, or document.
Add **buttons** (optional) — call-to-action buttons or quick reply buttons.
Click **Submit for Review**.
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
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.
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.
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.
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](/settings/variables) for the full list of available system variables.