> ## 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.

# Create and submit a WhatsApp message template

> Create a WhatsApp message template in Kero and submit it to Meta for approval.

WhatsApp message templates allow businesses to send pre-approved messages to customers, including messages sent outside an active customer service conversation.

In Kero, you create a WhatsApp message template for a specific **WhatsApp Agent** and submit it directly to Meta for approval.

This guide explains how to create and submit a **Meta WhatsApp template**.

Once Meta approves your template, you can test it and use it to create a **Kero template** for campaigns, personalisation and optional RCS or SMS fallback.

> [!NOTE]
>
> **What's the difference between a WhatsApp template and a Kero template?**
>
> A **WhatsApp message template** is reviewed and approved by Meta. It defines the content, media and interactive elements of your WhatsApp message.
>
> A **Kero template** references an approved WhatsApp template and lets you configure personalisation and supported fallback channels for messaging through Kero.
>
> You create the WhatsApp template first.

## Before you begin

Make sure you have:

* A WhatsApp Business Account connected to Kero.
* A WhatsApp Agent available under **Channels → WhatsApp**.
* The message content you want to submit.
* Any header images, videos or documents you intend to include.
* The website URLs or phone numbers required for interactive buttons.
* Appropriate customer consent for the type of message you intend to send.

If you haven't connected your WhatsApp Business Account yet, see [Connect your WhatsApp Business Account](https://kero.chat/help/connect-whatsapp-business-account).

> [!NOTE]
>
> Kero uses **named variables**, such as `{{first_name}}` and `{{email_address}}`, when creating WhatsApp templates.
>
> Use meaningful variable names and realistic sample values to make your template easier for Meta to review and for your team to reuse.

## 1. Open your WhatsApp Agent's templates

**1. Open WhatsApp**

Sign in to Kero and navigate to **Channels → WhatsApp**.

**2. Select your WhatsApp Agent**

On the **WhatsApp Agents** page, select the phone number associated with the Agent you want to use.

The **WhatsApp Template** page opens, displaying the templates associated with that Agent.

**3. Create a template**

Click **+ Create Template** to open the WhatsApp template editor.

> [!NOTE]
>
> **Can I edit an existing WhatsApp template?**
>
> Template editability depends on its status and variable format:
>
> * **Kero-created templates:** Can be edited when their status allows it.
> * **Meta-created templates with named variables:** Can be edited in Kero.
> * **Meta-created templates without variables:** Can be edited in Kero.
> * **Meta-created templates with positional variables**, such as `{{1}}`: Cannot currently be edited in Kero.
> * **Pending templates:** Cannot be edited while awaiting Meta's decision.
>
> Editing an approved template may require another Meta review.

## 2. Enter the template information

Complete the **Template Info** section.

### Template name

Enter a descriptive name using lowercase letters, numbers and underscores.

For example:

* `appointment_reminder`
* `payment_confirmation`
* `kero_product_feature_updates`

Choose a name that makes the template easy to identify when you later create a Kero template or campaign.

### Language

Select the language in which your message is written.

Kero does not automatically translate your message content. If you need messages in different languages, prepare the appropriate content for each language.

### Category

Select the category that best matches the purpose of your message.

| Category | When to use it |
| - | - |
| **Marketing** | Promotions, announcements, special offers and customer engagement messages. |
| **Utility** | Non-promotional updates relating to a specific customer transaction, request or account activity. |

> [!NOTE]
>
> Meta also supports an **Authentication** category for qualifying authentication messages. Availability and creation requirements depend on the supported template workflow.
>
> Use the categories available in your Kero editor.

> [!WARNING]
>
> **Choose the correct template category.**
>
> Meta assesses whether your message content meets the selected category's requirements.
>
> An informational tone does not automatically qualify a message as Utility. Promotional content may cause Meta to classify the message as Marketing.

## 3. Add a header (optional)

The **Header** section allows you to add a heading or media to your WhatsApp message.

Under **Header Type**, select one of the available options.

| Header type | What to provide |
| - | - |
| **None** | No header. |
| **Text** | A short heading, up to 60 characters in the Kero editor. |
| **Image** | Select, upload or provide a URL for an image. |
| **Video** | Select, upload or provide a URL for a video. |
| **Document** | Select, upload or provide a URL for a PDF document. |

### Text headers

For a text header, enter a short heading relevant to your message.

You can include a named variable, such as `{{date}}`, where supported.

If you use a variable, provide a realistic example in the corresponding **Header Variables** sample field.

This helps Meta understand how the completed header will appear.

### Media headers

For an image, video or document header:

1. Select the appropriate header type.
2. Use the available upload or media selection controls.
3. Choose the file you want to associate with the template.
4. Check the **WhatsApp Preview** to confirm the correct media is selected.

Where available, Kero may also offer an option to save uploaded media to your **Media Library** for future use.

> [!WARNING]
>
> **Choose your header media carefully.**
>
> In Kero's current workflow, the media selected for an approved WhatsApp template cannot be replaced when creating the corresponding Kero template.
>
> If you need to use different media, create and submit another WhatsApp template.

> [!NOTE]
>
> Supported file formats and size limits depend on the media type and applicable Meta requirements.
>
> Follow the restrictions displayed in Kero when uploading files.

## 4. Write your message body

The **Body** contains the main content of your WhatsApp message.

Kero's current editor allows up to **1,024 characters**.

Write a clear message that explains why the customer is being contacted and what action, if any, they need to take.

### Personalise your message with variables

You can insert **named variables** using the editor's `{{x}}` control or supported variable syntax.

For example:

```text theme={null}
Hello {{first_name}},

We have an update for you.

If you have any questions, contact us at {{email_address}}.
```

Kero detects the named variables and displays corresponding fields under:

**Variable Sample Values → Body Variables**

Provide a realistic sample value for each variable.

| Variable | Sample value |
| - | - |
| `first_name` | Alex |
| `email_address` | [support@example.com](mailto:support@example.com) |

These values help Meta review the template and are displayed in the WhatsApp preview.

They are **sample values**, not fixed customer information.

When you later configure and send messages through Kero, the variables can be populated with recipient-specific values.

> [!TIP]
>
> **Use meaningful variable names.**
>
> Prefer `{{first_name}}`, `{{appointment_date}}` or `{{email_address}}` over vague names such as `{{text}}`.
>
> Descriptive names make it easier to understand and map variables when creating Kero templates and campaigns.

## 5. Add a footer (optional)

Use the **Footer** section for a short sign-off, brand signature or supporting instruction.

Kero's editor allows up to **60 characters**.

Examples include:

* `Yours in Messaging, Kero`
* `The Kero Support Team`
* `Reply STOP to opt out`

The footer is fixed text in the approved template. It cannot contain personalised variables.

> [!WARNING]
>
> **An opt-out statement does not replace customer consent.**
>
> You remain responsible for obtaining appropriate consent and honouring opt-out requests.
>
> Adding an instruction such as "Reply STOP to opt out" does not automatically mean Kero processes or manages those requests on your behalf.

## 6. Add buttons (optional)

Buttons allow recipients to take an action directly from your WhatsApp message.

Under **Buttons**, click **+ Add button** and select the appropriate button type.

| Button type | Purpose |
| - | - |
| **Call phone number** | Allow the recipient to call a specified number. |
| **Copy offer code** | Allow the recipient to copy a promotional code. |
| **Visit website** | Open a specified website. |
| **Custom Button** | Send a predefined quick reply. |

### Visit website buttons

When adding a **Visit website** button:

1. Enter the button label.
2. Choose **Static** or **Dynamic** as the URL type.
3. Enter the destination URL.
4. Configure any available link-tracking option if required.

A **Static** URL is the same for every recipient.

A **Dynamic** URL supports a variable component, allowing the destination to be personalised where supported.

### Custom buttons

A **Custom Button** is a quick-reply button.

For example:

* `Yes, please`
* `Contact me`
* `Email sent`

When a customer selects the button, their response is sent back to the business.

> [!NOTE]
>
> A quick-reply button does not automatically create a follow-up workflow. Any subsequent action depends on how your business manages incoming conversations.

### Preview your buttons

Check the **WhatsApp Preview** after adding buttons.

Depending on the device and number of available actions, some buttons may appear under **See All Options**.

Make sure the button labels and destinations are correct before submitting the template.

## 7. Review and submit your template to Meta

Before submitting, review the completed template carefully.

> [!TIP]
>
> The correct WhatsApp Agent is selected.

> [!TIP]
>
> The template name, language and category are correct.

> [!TIP]
>
> The message content is accurate and appropriate for the selected category.

> [!TIP]
>
> Every named variable has a realistic sample value.

> [!TIP]
>
> Header media, footer text and button details are correct.

> [!TIP]
>
> The WhatsApp preview reflects your intended message.

When you're ready, click **Save** in the top-right corner.

> [!WARNING]
>
> **Save submits your template to Meta immediately.**
>
> In Kero's current editor, clicking **Save** does not create an unpublished draft.
>
> It submits the WhatsApp message template to Meta for approval.

After submission, Kero returns you to the **WhatsApp Template** list.

Your newly submitted template appears with a **Pending** status.

## 8. Check your template approval status

Meta reviews the submitted template to determine whether it meets the applicable WhatsApp Business messaging requirements.

Review times vary, so approval may not be immediate.

To check the status:

1. Return to the **WhatsApp Template** page for the relevant Agent.
2. Find the template you submitted.
3. Click **Refresh** to retrieve the latest status.

### Understanding template statuses

| Status | What it means | What you can do |
| - | - | - |
| **Pending** | Meta is reviewing the template. | Wait for Meta's decision. The template cannot be edited while pending. |
| **Approved** | Meta has approved the template. | Test the template and use it when creating a Kero template. |
| **Rejected** | Meta has not approved the template. | Review the content, investigate the rejection and make changes where supported. |

### If your template is rejected

A rejected template may need changes to its wording, category, sample values or other content.

The rejection notification available in Kero may not include a detailed explanation.

If you're unsure why Meta rejected your template, [contact Kero Support](https://kero.chat/contact-us).

See [Manage WhatsApp template approvals and rejections](https://kero.chat/help/manage-whats-app-template-approvals-and-rejections) for further guidance.

### Editing an approved template

Approved templates may be editable in Kero, depending on their origin and variable format.

Changes to an approved template may require Meta to review it again.

For time-sensitive messaging, consider creating a separate template rather than changing an existing approved one.

This allows you to preserve the approved template while the new version is being reviewed.

## What happens after approval?

Once your WhatsApp message template is **Approved**, you can test it and prepare it for use in Kero.

### Test your approved WhatsApp template

Use Kero's direct messaging functionality to test the approved WhatsApp template before sending it to a larger audience.

Testing helps confirm that the message content, variables and media behave as expected.

### Create a Kero template

To use your approved WhatsApp template in campaigns and supported fallback workflows, create a corresponding Kero template.

When creating a Kero template, you can:

* Select the approved WhatsApp template.
* Configure named variables for personalisation.
* Prepare variable mapping for contacts and campaign files.
* Add an available RCS or SMS fallback channel.

> [!NOTE]
>
> **Remember to configure your variables in the Kero template.**
>
> Variables defined in the approved WhatsApp template must also be configured in the corresponding Kero template for Kero to recognise and map them during messaging.
>
> If they aren't configured correctly, the sample values from the Meta template may be used instead.

## Related guides

* [Manage WhatsApp template approvals and rejections](https://kero.chat/help/manage-whats-app-template-approvals-and-rejections) — Understand approval statuses, rejections and editing requirements.
* [Create a Kero template with WhatsApp and fallback](https://kero.chat/help/kero-template-with-wa-fallback) — Use your approved WhatsApp template in Kero and configure supported fallback channels.
* [Test a WhatsApp template with SMS fallback](https://kero.chat/help/test-wa-template-with-sms-fallback) — Test your messaging setup and understand conditional fallback behaviour.

## Need help?

If you have trouble creating a template, encounter an unexpected status or need assistance with Meta approval, [contact Kero Support](https://kero.chat/contact-us).

Include your WhatsApp Agent, template name and a brief description of the issue.


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