Twilio WhatsApp production sender and template creation

Users who are approved for WhatsApp production use can enable Twilio numbers for sending messages via WhatsApp and submit message templates for use with each number. This guide explains creating and submitting your sender numbers and templates.

Notice: When testing and developing with the Twilio Sandbox for WhatsApp, you can only send template messages using one of the three pre-approved templates. In order to use your own phone numbers and custom message Templates specific to your business, you must first submit your account to be enabled for WhatsApp.

Enable Twilio numbers and submit templates

Once you've been approved for WhatsApp production access, you can submit your Twilio numbers and templates to be enabled. Approved Twilio phone numbers are called WhatsApp Senders, and templates are shared between all the Senders on the same Twilio Account SID.

  1. Access the WhatsApp enabled senders page in Console.
  2. Click the red plus sign + button to add a new sender.
  3. Fill out the Submit Profile Information form:
    • Select a number: Click the drop-down menu, and pick one of your Twilio project phone numbers.
    • Name: Enter your business name. Make sure the name matches the Display Name rules
    • Address: Business address - optional.
    • Email: Business contact email address - optional.
    • Website: Business website - optional.
    • Link to logo: URL for an image file with your company logo - optional.
  4. Click Create Template. to add a new message template for review with this sender request.
  5. Click Submit Request.

View or add Templates for an existing approved sender

After your WhatsApp Sender has been created, you can view your approved templates and submit additional approval requests from the WhatsApp Senders page.

  1. Access the WhatsApp enabled senders page in Console.
  2. Click the desired WhatsApp approved Twilio phone number.
  3. Scroll down to the "Message templates" section to see each submitted template, and the approval status.
    • Click the red plus sign + button to submit a new template for approval.

Notice: Templates currently render line breaks (new line characters) as \n in the Twilio Console. Despite this, the actual message bodies your customers receive should correctly show a normal line break. Please note that attempting to send \n in place of a line break in your message bodies will result in Error 63016.

Template approval statuses

The following approval status are seen on submitted WhatsApp message templates:

  • Pending: All submitted message template requests will remain in pending status until WhatsApp makes a decision on approval.
  • Rejected: Any message template request that was not approved will be in rejected status.
  • Approved: Any message template request accepted by WhatsApp will be in the approved status. Only approved templates can be used for outgoing template messages.

Template rejections

If your template was rejected, it is likely due to one of the following factors:

  • Major spelling or grammar errors
  • Template is too vague

For more info, see Recommendations and best practices for creating WhatsApp templates.

Editing Templates after submission

It is not currently possible to make changes to a template after it has been submitted. Instead, we recommend users submit a new template request with the desired changes.

Removing (Deleting) Templates

If you are no longer using a message template, you may remove it in the Twilio Console.

  1. Access the WhatsApp templates page in Console.
  2. Click on the title of the template you’d like to remove.
  3. Click “Delete” at the bottom of the page.

Please note that per WhatsApp guidelines, you may not reuse the name of a deleted template for 30 days after deletion.

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