> ## Documentation Index > Fetch the complete documentation index at: https://kero.chat/help/llms.txt > Use this file to discover all available pages before exploring further. # Manage WhatsApp template approvals and rejections > Check WhatsApp template approval statuses, understand rejections and learn when templates can be edited in Kero. After you submit a WhatsApp message template in Kero, **Meta reviews it before you can use it to send messages**. You can monitor the template's approval status from your WhatsApp Agent's template list. This guide explains how to check a template's status, investigate rejections, resubmit corrected templates and understand when existing templates can be edited. > [!NOTE] > > Need to create a new template? See [Create and submit a WhatsApp message template](https://kero.chat/help/whatsapp/create-message-template). ## Check your template's approval status **1. Open your WhatsApp Agent** Sign in to Kero and navigate to **Channels → WhatsApp**. On the **WhatsApp Agents** page, select the phone number associated with your template. **2. Find your template** The **WhatsApp Template** page opens. Locate your template in the list. The list displays information including: * **Name** * **Category** * **Format** * **Status** **3. Check its approval status** Review the **Status** column to see whether your template is Pending, Approved or Rejected. Click **Refresh** to retrieve the latest available status. ## Understand template statuses | Status | What it means | What you can do | | - | - | - | | **Pending** | Meta is reviewing your submitted template. | Wait for Meta's decision. You cannot edit the template while it is Pending. | | **Approved** | Meta has approved the template for use. | Test the template or select it when creating a Kero template. Editing may be available depending on its variable format. | | **Rejected** | Meta did not approve the submitted template. | Review the content, correct and resubmit it where editing is supported, or create a new template. | > [!NOTE] > > **Approval times vary.** > > Some templates are reviewed quickly, but approval is not guaranteed within a particular timeframe. > > Use **Refresh** on the WhatsApp Template page to check for updates. ## If your template is rejected A **Rejected** status means Meta has not approved your template for use. Kero may not receive or display a detailed rejection reason. If this happens, you may need to review the content against Meta's requirements or ask Kero Support for assistance. ### 1. Review common rejection issues Check the following areas before making changes. | Area | What to check | | - | - | | **Template category** | Does the content match the selected category? Promotional messages generally belong under Marketing rather than Utility. | | **Message clarity** | Is the purpose of the message clear without relying on unexplained variable values? | | **Named variables** | Are placeholders such as `{{first_name}}` descriptive, with realistic sample values? | | **Content and links** | Are the message wording, button labels, website URLs and phone numbers accurate and appropriate? | | **Consent and policies** | Does the intended use comply with Meta's messaging policies and applicable consent requirements? | > [!WARNING] > > **These are troubleshooting checks, not confirmed rejection reasons.** > > Do not assume that one of these issues caused the rejection unless Meta provides that information. ### 2. Correct and resubmit your template If your rejected template is editable in Kero: **1. Open the rejected template** Navigate to **Channels → WhatsApp** and select the relevant WhatsApp Agent. On the **WhatsApp Template** page, find the rejected template. If its name is **green and clickable**, select it to open the editor. **2. Make your corrections** Review the template's content and category. Make the necessary changes and check: * Message wording * Named variables and sample values * Header and footer content * Button labels, links and phone numbers * WhatsApp preview **3. Resubmit to Meta** Click **Save** to submit the updated template to Meta for review. Return to the WhatsApp Template list and click **Refresh** to monitor its status. > [!WARNING] > > **Save submits your changes to Meta.** > > In Kero's current template editor, clicking **Save** does not create an unpublished draft. > > It submits the updated template for Meta approval. If you cannot open the rejected template for editing, create a new template or [contact Kero Support](https://kero.chat/contact-us). > [!TIP] > > **What to include when contacting Kero Support** > > Provide the WhatsApp Agent phone number, template name, category and current approval status. > > This helps the team identify the correct submission. > > Avoid sharing customers' personal information unless it is necessary to investigate the issue. ## Edit an existing WhatsApp template Kero allows you to edit supported WhatsApp templates, including some templates originally created directly in Meta Business Manager. **Whether a template is editable depends on its variable format and current approval status**, not simply where it was created. ### Which templates can I edit? | Template format or status | Editable in Kero? | | - | - | | **Kero-created template with named variables** | Yes, when its status allows editing. | | **Meta-created template with named variables** | Yes, when its status allows editing. | | **Template without variables** | Yes, when its status allows editing. | | **Template with positional variables**, such as `{{1}}` or `{{2}}` | No, not currently supported for editing in Kero. | | **Pending template** | No, editing is unavailable while Meta reviews it. | > [!NOTE] > > **Templates created in Meta can also be editable in Kero.** > > You don't need to recreate a template simply because it was originally created in Meta Business Manager. > > Templates with named variables, or no variables, can be edited in Kero when their approval status allows it. ### How to edit an approved template **1. Open the template list** Sign in to Kero and navigate to **Channels → WhatsApp**. Select the WhatsApp Agent associated with the template. **2. Select the template** On the **WhatsApp Template** page, find the approved template. Click its **green, clickable name** to open the editor. **3. Make your changes** Update the supported template fields. Review the message content, variables and WhatsApp preview before continuing. **4. Submit the changes** Click **Save** to submit the changes to Meta. Monitor the template's status while Meta processes the updated submission. > [!WARNING] > > **Editing an approved template may require another Meta review.** > > If the existing approved template is needed for time-sensitive messaging, consider creating a separate template instead. > > This allows you to retain the approved version while the new submission is reviewed. ## Why can't I edit a template? If a template name isn't clickable in your WhatsApp Template list, check its **Format** and **Status** columns. Two common reasons are: ### The template uses positional variables Templates created in Meta Business Manager may use positional variables such as: ```text theme={null} Hello {{1}}, your appointment is on {{2}}. ``` Kero's current template editor supports **named variables** instead, for example: ```text theme={null} Hello {{first_name}}, your appointment is on {{appointment_date}}. ``` If your existing template uses positional variables, create a new template in Kero using named variables. ### The template is Pending Templates with a **Pending** status are locked while Meta reviews them. Wait until Meta completes its review before attempting to edit the template. > [!NOTE] > > If a template uses a supported variable format, is not Pending and still cannot be opened, [contact Kero Support](https://kero.chat/contact-us) for assistance. ## What happens after approval? Once Meta approves your WhatsApp message template, you can prepare it for use in Kero. ### 1. Test your approved WhatsApp template Send a test message to confirm that the template displays as expected, including its variables, media and buttons. ### 2. Create a Kero template Create a Kero template that references your approved WhatsApp message template. A Kero template allows you to: * Configure named variables for personalisation. * Map values from contacts or campaign files. * Add supported RCS or SMS fallback channels. * Use the approved WhatsApp message in Kero campaigns. > [!NOTE] > > **A Meta WhatsApp template and a Kero template are different.** > > Meta approves the WhatsApp message content. > > The Kero template determines how you use that approved message in Kero, including personalisation and available fallback options. ### 3. Prepare your campaign Once your Kero template, contact data and any fallback configuration are ready, you can prepare your campaign. Make sure you have the appropriate consent to message your recipients. ## Related guides * [Create and submit a WhatsApp message template](https://kero.chat/help/whatsapp/create-message-template) — Create a template and submit it to Meta. * [Create a Kero template with WhatsApp and fallback](https://kero.chat/help/kero-template-with-wa-fallback) — Configure your approved template for campaigns and supported fallback channels. * [Test a WhatsApp template with SMS fallback](https://kero.chat/help/test-wa-template-with-sms-fallback) — Test your WhatsApp messaging and conditional SMS fallback. ## Need help? If your template has been rejected, you cannot edit an existing template or an approval status doesn't update as expected, [contact Kero Support](https://kero.chat/contact-us). Include the WhatsApp Agent phone number, template name and current status so we can help investigate. 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