How to Create and Manage WhatsApp Message Templates in SocialPilot Reviews?

WhatsApp requires every review request message to be approved by Meta before it can be used in a campaign.

SocialPilot Reviews lets you create, submit, and manage these message templates from the Library and reuse approved messages across campaigns.

This article explains how to create a WhatsApp message, understand its approval status, and manage it in the Library.

Before you begin: Connect the WhatsApp Business account for the brand you want to use. See How to Connect Your WhatsApp Business Account to SocialPilot Reviews for detailed steps.

In This Article

1. How to Create a WhatsApp Message?
2. Understanding the Template Approval Lifecycle
3. What Does “Unavailable” Mean?
4. How to Find and Manage Templates in the Library?

How to Create a WhatsApp Message?

Here is how you can create a WhatsApp message in SocialPilot Reviews:

1. Go to Library and select WhatsApp Messages.
2. Click the Create WA Message button.
3. Enter a unique template name.
4. Choose one of the following header types:
   • None
   • Text
   • Image: Up to 5 MB
   • Video: Up to 16 MB
   • Document: Up to 100 MB

5. If you select Text, enter the header text, up to 60 characters, and add the available custom fields as required.

   For Image, Video, or Document headers, upload the relevant file.

6. Write the message body. You can use bold, italics, strikethrough, monospace formatting, and emojis.
7. Set the button label and choose whether it directs customers to a review platform or a feedback page.
8. Check the live preview on the right to see how the message will appear to customers.
9. Choose one of the following options:
   • Save as Draft: Save the message and continue working on it later.
   • Send for Approval: Submit the message to Meta for approval.

Note: Only Approved WhatsApp messages can be added to a live campaign.

Understanding the Template Approval Lifecycle

Every WhatsApp message moves through the following statuses:

Draft

The message has been created but has not yet been submitted to Meta.

You can edit, duplicate, or submit a Draft message for approval.

Pending Approval

The message has been submitted to Meta and is awaiting a decision.

A Pending Approval message cannot be added to a campaign or deleted.

Approved

Meta has approved the message, and it is ready to use.

Only Approved messages can be selected in a campaign workflow.

Rejected

Meta has declined the message.

Open the message and make the required changes. Editing it moves the message back to Draft so you can submit it again.

The template name remains locked, and you must make a change to the message before resubmitting it. You can also duplicate a Rejected message to create a new version.

Unavailable

The message is no longer available for sending.

See the section below to understand what this status means and what you can do next.

What Does “Unavailable” Mean?

A message that was previously available can become Unavailable if Meta no longer permits it to be sent.

An Unavailable message cannot be selected or used in a campaign. You can edit the message and resubmit it for approval or replace it with another Approved message.

Note: A Rejected message and an Unavailable message are different. Rejected means Meta did not approve the submitted message. Unavailable means a message that could previously be used is no longer available for sending.

How to Find and Manage Templates in the Library?

The WhatsApp Messages section in the Library contains all the messages created for your connected WhatsApp accounts.

Each message card displays:

• Template name
• Approval status
• Header type
• Number of live campaigns using the message, where applicable

Search for a Message

Use the search bar to find a WhatsApp message by its template name.

Filter Messages

You can filter messages by:

Status

• Approved
• Rejected
• Pending Approval
• Draft

Type

• None
• Text
• Image
• Video
• Document

Manage Existing Messages

The available actions depend on the message status:

• Edit Draft and Rejected messages.
• Duplicate any message, whether it is Draft, Pending Approval, Rejected, Unavailable, or Approved.
• Select Approved messages directly from the campaign workflow.
• View how many live campaigns are using an Approved message.
• Delete messages that are not Pending Approval or being used in a live campaign.