How to request a template on WhatsApp

💡 Context:

Meta defines a “24-hour session” that starts with the user’s first message. During that period, you can reply freely. Once 24 hours have passed, the session closes and, to contact the person again, you must use a Meta-approved message template.

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• Log in to Darwin and open the desired conversation.

• If the session has ended, the text field won’t allow free typing and will show the “Request template” option.

• Click there: a pop-up window will open.

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• Click “Request new template” and fill in:

- Message type: Marketing or Utility.

- Template name: representative, no capital letters or spaces (e.g., recontact_september).

- Header (optional): None, Text, or Multimedia (image/video).

- Body: write the message. Add variables with “Add variable.”

• Each variable is inserted as {{1}}, {{2}}, etc.

• Below the body, for each variable enter:

- Sample value (preview only; not sent).

- Label (variable name, e.g., name, model).

• Example body:

hola {{1}} ¿cómo estás? Recibimos tu consulta por el modelo {{2}}

Sample value 1: Sofía | Label: nombre

Sample value 2: Toyota SW4 | Label: modelo

- Footer (optional).

- Buttons (optional): CTA or Quick reply.

• Click “Request.” 🚀

Approval status

• The template will remain Pending until Meta approves it (this may take a few minutes).

• Refresh the status with the “Refresh templates” button 🔄.

• When it’s approved, continue. ✅

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• The chosen template will appear in the message field.

• If it has variables, click each {{…}} and enter the corresponding value. ✍️

• Once all variables are completed, the Send button will be enabled.

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• Send the template to reopen the conversation outside the 24-hour window. ✉️

• From that moment on, while the new 24-hour window lasts, you can keep chatting without using more templates (in that same conversation). 💬