# Managing WhatsApp templates

> Where WhatsApp templates come from in Timed, how to add, submit, sync and edit them, and how to get language codes and placeholders right.

WhatsApp message templates are the **only** way to send a message outside the 24-hour customer-service window — and they're required for first contact with any new recipient. Templates are registered with Meta and approved by Meta's review team before they can be sent.

Open **Management → Communication** and choose the **Templates** tab to manage them. The page lists every template Timed knows about, with its name, language, status, and a preview of the text.

## If you use Timed's WhatsApp number

If your company sends from Timed's shared number (see [Setting up the WhatsApp integration](https://timed.co.za/docs/whatsapp-integration)), Timed's shared templates appear automatically and are kept up to date every 30 minutes — the page shows when they were last synced. These templates are managed by Timed, so you can view them but not edit, submit, or delete them, and there's no **Sync from Meta** or **Add Template** button.

The rest of this article applies when you use your own WhatsApp Business number.

## Where templates come from

There are two routes, and they often work together:

1. **Sync from Meta.** Click **Sync from Meta** at the top. Timed pulls in every template registered to your WhatsApp Business Account, including the body text, header text, language, and status. Use this whenever you've created or changed a template in Meta WhatsApp Manager.
2. **Add in Timed.** Click **Add Template** to create a template in Timed, then click **Submit** on it to send it to Meta for review. Until Meta approves it, it can't be used for sending.

You can also click **Add Timed starters** to add a starter set of templates to your list, ready to adjust and submit.

## Anatomy of a template

| Field | What it means |
|---|---|
| **Display Name** | Label shown in dropdowns in Timed only. Doesn't have to match Meta. |
| **Facebook Template Name** | The exact name registered with Meta. Lowercase with underscores, e.g. `shift_reminder_v2`. Required for sending. |
| **Language** | Meta's language code, e.g. `en_US`, `en_GB`, `af`, `zu`. Defaults to `en_US`. **Must match exactly** what's registered with Meta — `en` will fail if the template is registered under `en_US`. |
| **Header Text** | Optional first line, shown in bold in WhatsApp. Can contain placeholders. |
| **Body Text** | The main message. Can contain placeholders. |

## Placeholders

Both Meta and Timed support two placeholder styles:

| Style | Example | Notes |
|---|---|---|
| **Positional** | `Hi {{1}}, your shift is at {{2}}` | Filled in numeric order — `{{1}}` gets the first value, and so on. |
| **Named** | `Hi {{first_name}}, your shift is at {{shift_time}}` | Filled by name, in the order they first appear. |

When you edit a template, the **Detected variables** section lists its placeholders. You can bind each one to a recipient or company field so it fills in automatically for each recipient, or leave it as **Manual** so whoever sends the broadcast types the value.

**Don't mix the two styles in one template.** Meta rejects mixed templates; if one with both styles somehow gets through, Timed treats all of its placeholders as named.

Letting an unfilled placeholder go out as the literal text `{{1}}` will trigger Meta error 132000 — see [Sending WhatsApp broadcasts](https://timed.co.za/docs/whatsapp-broadcasts#troubleshooting-meta-error-132000) for the fix.

## Status

Templates carry one of these statuses from Meta:

| Status | What it means |
|---|---|
| **Approved** | Cleared by Meta — safe to send. |
| **Pending** | Submitted but not yet reviewed. Can't be sent yet. |
| **Rejected** | Meta rejected it; you'll need to edit and resubmit it. |
| **Paused** | Meta has temporarily paused the template (usually after a drop in quality). Sends will fail. |

The broadcast form lists pending and rejected templates but won't let you select them, so you don't waste a send.

## Editing a template

Editing an approved template **in Timed** only changes Timed's copy — it does **not** change the template registered with Meta. To change an approved template:

1. Edit it in Meta WhatsApp Manager.
2. Wait for Meta to re-approve it (typically a few minutes to a few hours).
3. Click **Sync from Meta** in Timed to pull in the new text.

Editing in Timed is useful for:

- Renaming the display name.
- Binding placeholders to recipient fields.
- Fixing a pending or rejected template before you click **Submit** again.

## Deleting a template

Deleting a template in Timed removes it from Timed only — the template in Meta is untouched. If you want it gone completely, delete it in Meta WhatsApp Manager as well.

## Tips for designing a template

- Keep variables to a minimum — Meta scrutinises templates with many placeholders more strictly.
- Don't use placeholders for content that could fail review (e.g. money amounts, phone numbers, or links to websites other than your own).
- Create a new version (`shift_reminder_v3`) rather than editing an approved one — new templates are often approved faster than changes.
- Write times as plain text (`14:00`) rather than relative (`in 2 hours`) — Meta sometimes flags the latter as marketing.

If Meta rejects a template and you don't know why, the rejection reason is shown on the template's page in Meta WhatsApp Manager. Common reasons: no greeting, reads like marketing without being in the marketing category, or includes a personal opinion ("we hope you enjoy…").

If something doesn't work after following this guide, contact Timed support.