Using WhatsApp templates
The instructions below are for desktops and laptops only.
If you’ve connected your WhatsApp account (via WABA) to tawk.to, you can use pre‑approved WhatsApp templates to send messages when a customer hasn’t reached out in the last 24 hours.
This guide shows you where to find your templates, how to sync them, and how to use them properly — while staying compliant with WhatsApp’s policies.
What is a WhatsApp template?
- A WhatsApp template is a pre‑approved, structured message format. You use it when you want to initiate a conversation to a customer who has not messaged you in the last 24 hours.
- WhatsApp requires this template‑based approach for outbound messages outside the 24‑hour window.
- Templates can be used for marketing messages, transactional updates (e.g. order confirmations, shipping updates), or other utility-type communications.
- Templates allow personalization through placeholders (like “Hi {{1}}, your order will arrive on {{2}}”), and can also include rich media or buttons (depending on what was approved).
Why does this matter?
WhatsApp doesn’t allow arbitrary customer‑outbound messages outside the 24‑hour window — only pre‑approved templates.
WhatsApp doesn’t allow arbitrary customer‑outbound messages outside the 24‑hour window — only pre‑approved templates.
Where to find your templates in tawk.to
Click Administration in the left navigation bar.
Click Integrations in the left submenu.
Click Messaging. Then, select WhatsApp.
Click the Settings tab.
Open the Templates tab. Here you’ll see all templates synced from your connected WABA accounts.
You’ll see the following information for each template:
- Template Name: The name of the template
- WABA Account: The connected WhatsApp Business Account name and ID
- Category: Authentication, Marketing, or Utility
- Template Status: APPROVED, PENDING or REJECTED
- Last Template Sync: Date and time when templates were last synced
- Sync Logs: Status of last sync per template: SUCCESS, FAILED, or PENDING
- Actions: For supported templates (non-authentication), an “eye” icon lets you preview the template
How to sync templates
Click Sync Templates at the top-right.
While syncing, the button displays “Syncing…”, and tawk.to will fetch approved templates from your connected WABA accounts.
A success message appears when syncing is complete.
A success message appears when syncing is complete.
When should you sync templates?
- After you’ve added new templates in your WABA / Meta Business Manager.
- When templates have recently been approved or rejected.
- When you simply want to refresh and ensure your template list is up to date.
What if template sync fails?
- Check the Sync Logs column for any templates marked as FAILED.
- Click on “FAILED” to view the reason behind failure.
Common causes:
If you suspect it’s not a login or approval issue — check again later, or reconnect your WABA account, and sync templates again.
- Authentication for your WABA account has expired — try reconnecting the account.
- A template is still awaiting approval (PENDING) from WhatsApp/Meta.
- Temporary network or server issues.
If you suspect it’s not a login or approval issue — check again later, or reconnect your WABA account, and sync templates again.
Template categories and status
Categories
Note: tawk.to only supports Marketing and Utility templates for outbound messaging. Authentication templates are not supported.
Status values
- Authentication: For one-time passwords (OTP), verification codes, login or account verification messages.
- Marketing: For promotional or outreach messages (e.g. offers, newsletters).
- Utility: For transactional or useful messages — order updates, confirmations, shipping notices, alerts, etc.
Note: tawk.to only supports Marketing and Utility templates for outbound messaging. Authentication templates are not supported.
Status values
- APPROVED — The template is approved by WhatsApp/Meta and ready for use.
- PENDING — The template has been submitted but awaits approval.
- REJECTED — The template was rejected by WhatsApp/Meta and cannot be used.
Previewing, searching, and filtering templates
To preview a template: Hover over the eye icon on the right of a template. A pop-up will show the template’s structure and components (body, placeholders, media/buttons, if any). Only supported templates (i.e. non-authentication) can be previewed.
To search templates: Use the search bar at the top of the Templates tab. Type part or full template name — results update as you type.
To filter templates: Use the filter controls to narrow by WABA Account or by Category.
Templates that aren’t usable in tawk.to (e.g. authentication templates) appear grayed out — you won’t be able to send or preview them.
Sending WhatsApp messages from tawk.to: When to use templates, when you don’t
Templates are required for new conversations
Because of WhatsApp’s policy: Any outbound messages to customers who haven’t messaged you in last 24 hours must use pre‑approved templates.
Templates aren’t required if a conversation already exists
If you try to create a new conversation but one already exists for that contact, tawk.to will detect it and automatically redirect you to the existing conversation with this notice: “WhatsApp conversation already exists. Redirecting to existing conversation.”
Starting a new conversation (Outbound → Client)
Go to your Inbox and click Compose.
Because of WhatsApp’s policy: Any outbound messages to customers who haven’t messaged you in last 24 hours must use pre‑approved templates.
Templates aren’t required if a conversation already exists
If you try to create a new conversation but one already exists for that contact, tawk.to will detect it and automatically redirect you to the existing conversation with this notice: “WhatsApp conversation already exists. Redirecting to existing conversation.”
Starting a new conversation (Outbound → Client)
Go to your Inbox and click Compose.
Select or create a contact.
Select the correct WhatsApp inbox.
Click Select Template in the Reply field. This is required for starting a conversation if the customer hasn’t messaged you in the last 24 hours.
After selecting a template, fill in any parameters (placeholders) as needed, and send your message.
Important considerations
- Because of policy requirements from WhatsApp/Meta, authentication templates (e.g. OTPs, login codes) are not supported by tawk.to and will be grayed out/unusable.
- Always keep your template list up to date by syncing when you expect new templates to appear or when status changes.
- Only approved (Marketing or Utility) templates are usable in outgoing WhatsApp messages.
- Preview templates first to avoid sending incomplete or incorrect messages.
- Ensure template parameters (placeholders) are filled correctly before sending — improper parameters may cause sending errors or rejections.
Related guides
If you have feedback about this article, or if you need more help:
- Click the green live chat icon
- Schedule a call with us
- Visit our community