Permissions Required: These settings can only be changed by Brand or Location Admins
Creating a Template
1. Navigate to Settings in the left hand side menu.
2. Select the Templates tab.
3. Click on the + button.
4. Add the necessary information such as template name, body, ownership, category.
5. Click the button “Create Template”
6. If this is a messaging template for Whatsapp please refer to the additional steps below in heading 2 "WhatsApp Template - Sunco Submission for Approval".
WhatsApp Template - Sunco Submission for Approval
1. Once the templates have been added to AXP.
2. Please check the following WhatsApp’s requirements are adhered to:
Proper title formatting (underscores between words, lowercase) e.g. welcome_message.
Clear and structured messaging content.
No promotional or spam-like language.
You cannot end the template with a ###{{variable}}
The character limit is 1024 including spaces
To ensure templates are categorised as "Utility" please see Meta Guidelines.
3. Provide the messaging templates to be added by sharing the URL with Support team. If there are more than a few, put all of them in a spreadsheet, using the format below:
check_out_instructions | We hope you’ve enjoyed your stay with us. Just to remind you that checkout it is 12 noon. If you need a little extra time, just message us here or chat to our Front Desk team to find about late checkout availability. | Brand Level | N/A |
4. Messaging our support team via the live chat bubble on the bottom right hand side to share the URLs or the sheet.
⁉️ If Flows are required for the templates, such as automatically sending a message 15 minutes after check-in, we will need to submit a request to our Deployment team. They will review, assess the work, and schedule the necessary automations accordingly.
⚠️ If a WhatsApp template with the same title has already been used, such as Welcome_Message, and a new version of the template is required, the title must be modified by appending a number. For example, the newest template would be named Welcome_Message_1 to differentiate it from the existing one; this is because Whatsapp does not allow for the same names to be used when submitting for approval. Additionally, if a template is rejected as being too similar to an existing one or because of non-compliance issues, create a new template adhering strictly to Meta’s guidelines and resubmit.
When submitting a template to WhatsApp, there are a few requirements that must be met in order for the templates to get approved. However, if a submission is rejected, the reasons often relate to Meta’s stringent guidelines. Common rejection causes include non-compliance with template structure and content rules, similarity to existing templates, or the vague feedback provided in rejection notices. It’s essential to adhere to proactive messaging guidelines, ensure clarity and structure, and avoid duplications.
What to Do If Your WhatsApp Template Is Rejected
If your template submission faces a rejection, follow these steps:
Review Meta’s template guidelines again to identify any oversights or errors.
Make necessary corrections based on rejection feedback.
Submit a revised or newly-created template if required to meet compliance standards.