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Who can use this?
  • Gallabox users with Broadcast access who want to send business-initiated messages on WhatsApp.
  • Roles: Owners and Admins — template creation and management.

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Plan Availability

Available on all Gallabox plans.
Template messages are charged per message by category — see Message Credits for pricing.

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What are Template Messages?

Template messages are pre-approved message formats that businesses use to initiate conversations with customers on WhatsApp. Meta requires all business-initiated messages to use approved templates — this is a WhatsApp Business API policy, not a Gallabox rule. Why templates exist: Meta uses templates to prevent spam and ensure businesses communicate professionally on WhatsApp. Each template must be reviewed and approved by Meta before you can use it.

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Template Categories

Customer service replies within the 24-hour messaging window don’t use templates at all — they’re sent as free-form messages.

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Marketing Templates

Use for promotional and non-transactional messages:
  • Discount offers and promotions
  • New product announcements
  • Company news and updates
  • Re-engagement campaigns
Requirements: Marketing templates must include an unsubscribe option (a list or button that lets customers opt out).

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Utility Templates

Use for transactional and operational messages:
  • Order status updates
  • Appointment reminders
  • Delivery notifications
  • Booking confirmations
  • Payment receipts
Requirements: Utility templates must be tied to a recent customer action or request.

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Authentication Templates

Use for security-sensitive messages:
  • OTP verification codes
  • Password reset links
  • Account verification
  • Two-factor authentication (2FA)
Requirements: Authentication templates must be time-sensitive and can only contain the OTP/code — no marketing content.

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The Approval Process

1

Create the template

Create the template in Gallabox — write the message text, add variables, buttons, and media.
2

Submit to Meta

Submit the template to Meta for review — Gallabox sends it to Meta’s WhatsApp Business API for approval.
3

Meta reviews it

Meta reviews it — typically within 24–48 hours (can take up to 7 days for new businesses).
4

Status updates in Gallabox

Status updates in Gallabox:
  • Submitted / Pending — sent to Meta and under review
  • Approved — ready to use
  • Rejected — Meta declined it (with reason provided); fix the issue and resubmit
  • Paused — Meta temporarily paused the template due to negative feedback
  • Disabled — Meta disabled the template
Template sync delay: After Meta approves a template, it may take up to a few hours to appear in Gallabox’s template list. If a template shows “Approved” in Meta’s dashboard but not in Gallabox, wait a few hours and refresh before attempting to use it.

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Why Templates Get Rejected

Common reasons for rejection:
  • Too promotional — Marketing content in a Utility or Service template
  • Missing opt-out — Marketing templates without an unsubscribe option
  • Too vague — Template purpose not clear from the content
  • Variable misuse — Variables used incorrectly or in wrong positions
  • Brand mismatch — Template content doesn’t match your verified business name

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Template Limits

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How to Create a Template

1

Go to WhatsApp Templates

Go to WhatsApp Templates in the left navigation of Gallabox.
2

Click Create Template

Click Create Template.
3

Select the category

Select the category (Marketing, Utility, or Authentication).
4

Write the template name

Write the template name — this is how you’ll reference it in Gallabox.
5

Write the message body

Write the message body — add variables using {{variable_name}} syntax.
6

Add header media

Add header media (optional) — image, video, or document.
7

Add buttons

Add buttons (optional) — call-to-action buttons or quick reply buttons.
8

Submit for review

Click Submit for Review.
9

Wait for Meta's approval

Wait for Meta’s approval — check status in the template list.
Pro tip: Start with Utility templates — they’re the easiest to get approved because they’re tied to real customer actions. Build a library of common transactional templates (order confirmation, appointment reminder, delivery update) before investing in Marketing templates which require opt-out options and are reviewed more strictly.

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Example

Scenario: You run a restaurant and want to send order confirmations, delivery updates, and promotional offers via WhatsApp. Here’s how you’d create the templates:
  1. Utility — Order Confirmation:
    “Hi {{1}}! We’ve received your order #{{2}}. Estimated delivery: {{3}}. Track your order: {{4}}”
    • Variables: Name, Order number, Delivery time, Tracking link
  2. Utility — Delivery Update:
    “Great news! Your order #{{1}} is on its way. Expected delivery: {{2}}. Your delivery partner is {{3}}.”
    • Variables: Order number, Delivery time, Partner name
  3. Marketing — Weekly Offer:
    “Hi {{1}}! This week only: {{2}}% off {{3}}. Use code {{4}} at checkout. Valid until {{5}}.”
    • Variables: Name, Discount %, Product, Code, Expiry date
    • Add a List button with an unsubscribe option

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FAQs

Meta provides a rejection reason in the template details. Common reasons and fixes:
  • “Too promotional” — If it’s a transactional message, make sure it’s in the Utility category, not Marketing. Remove any promotional language.
  • “Missing opt-out” — Marketing templates must include a List or Button that lets customers opt out of future marketing messages.
  • “Vague purpose” — Make the template content clearly explain what the message is about. Don’t rely on the template name alone to convey purpose.
  • “Variable in wrong position” — Variables should be in natural positions in the text, not at the start or end without context.
Yes, but editing an approved template will require re-submission for Meta’s review. The currently approved version will remain active until the new version is approved. Changes to the template body, variables, or buttons all require re-approval.
A free-form message is any message you type directly in the compose box. You can only send free-form messages within the 24-hour messaging window (after a customer’s last message). A template message is pre-approved by Meta — you can send it at any time, even outside the 24-hour window. Use templates for any proactive outreach; use free-form messages only for reactive replies within the window.
Variables are placeholders that get replaced with actual values when the template is sent. Use the syntax {{1}}, {{2}}, etc. for numbered variables, or {{contact.name}}, {{contact.phone}} for system variables. When you send the template, you’ll be prompted to fill in the values for each variable. See Variables for the full list of available system variables.