💬 What is a WhatsApp template?
Templates (or HSM messages) are pre-approved texts that you use to initiate a conversation proactively with a customer or prospect. They are an essential element for building massive campaign flows or for reactivating a chat when more than 24 hours have passed since the user's last interaction.
⚙️ Step by step: How to create your template
To design your message from scratch, follow these instructions within the platform:
Go to the left sidebar menu and access Settings > Messaging > Templates.
Select the channel (WhatsApp number) where you want to host your template.
Click the top "Create" button.
Select the "Template from scratch" option.
Choose the visual format: You can select from Blank Template, Carousel, or upcoming formats like Catalog and Limited Time Offers.
Complete the key data: Assign a name (without spaces), select the language, the operating group, and the WhatsApp Category (Marketing for promotions, Utility for transactional notifications, or Authentication for security codes).
Design and preview: Draft your message. Use the Preview button (by sliding the toggle) to see exactly how your customer will receive it on their mobile screen.
Once satisfied with the design, click Create. Done! Your template will be sent to Meta for approval.
🔐 Authentication Templates (PIN Sending)
This is a special Meta category designed exclusively for sending one-time verification codes (OTP/PIN).
When you select this category, the system will allow you to choose between adding a Copy code button or Auto-fill (the latter option links directly to your mobile app to take the code if the customer has it installed). You can also enable a security recommendation text and configure an expiration timer.
⚠️ Important Authentication Restrictions:
Exclusive API use: These templates will not appear in the conversations module, nor can they be used in regular flows or campaigns.
Technical requirement: They are only available for accounts operating under Cloud API.
No editing: Due to Meta's strict anti-spam policies, the text body of these templates is not editable. Once created, you can only activate or deactivate them.
❓ Why don't I see in Atom a template I created in Meta?
Currently, templates generated directly in the Meta administrator (Business Manager) do NOT sync to Atom.
To ensure that a template works correctly in both environments and avoid sending errors, the golden rule is to always create it first from Atom. When you create and save it on our platform, the system takes care of injecting it into Meta for review; this way, it will be available and functional on both sides simultaneously.
📌 Considerations and Golden Rules
Before sending your template for review, make sure you meet these technical requirements to avoid Meta rejection:
Text limits on buttons: If your template includes interaction buttons (such as quick replies or links), the text inside each button must not exceed 20 characters.
Parameter placement: Dynamic variables (such as {{1}} for the customer's name) cannot be placed at the beginning or end of the message. They must always be surrounded by text (e.g., "Hello {{1}}, we are writing to you to..."), as an isolated parameter is considered an invalid format.
Monitoring: You can validate the approval status of each template directly from the templates section in Atom to know when they are ready for use in campaigns.
Communicate massively and without blocks! 🚀
Understanding how to structure your templates from Atom guarantees you a quick approval process, allowing you to launch your communication strategies without technical interruptions. ✅