Objective

Appeals of WhatsApp Templates must be done through Meta's UI. If you have access to your own WhatsApp Business Account, then you can follow the instructions below to appeal your templates. If you don't have access to your WhatsApp Business Account, see here for how you can upgrade to Self Sign Up in order to get access.

Notice: Please note that Meta’s decision on template appeals is final and Twilio cannot affect the final decision. The instructions below are provided to help you appeal a template category decision through Meta’s UI, but instructions may become outdated - see Meta’s doc here if the below instructions do not match what you see in the Meta dashboard.

Product

Programmable Messaging

Procedure

You can request Meta to review the category of your template if:

• It is categorized as UTILITY or MARKETING and status is REJECTED
• It is categorized as MARKETING and status is APPROVED

Possible outcomes after you submit a request of your template’s category:

• Review is approved – The category will be updated
• Review is rejected – The category will not change

To request an appeal:

1. Open up your WhatsApp Manager in Meta’s UI
   1. You can get there from the Twilio Console. To do this:
      1. Navigate to Messaging → Senders → WhatsApp Senders
      2. Click on the WABA ID under WhatsApp Business Account ID
2. Once in Meta's UI, select the Message Templates dropdown
3. Click on Message Templates
4. If your template is eligible for review, you should see a rejection banner with the template in question. Click Go to Business Support link in the banner
5. Click Template Category Updates
6. Select the templates you would like reviewed and then click the Request Review button to begin the review process
7. If the template category change is not approved: The template can be viewed in Business Support under the Template category updates > Unchanged tab
8. If the template category change is approved: the template can be viewed in Business Support under the Template category updates > Reversed tab. If the template category was already changed during automatic category update, it will be reverted to its previous category. Twilio will receive a webhook with the updated category so it is correctly reflected in our console

Notice: Please note if you need to make edits to a template, then you will need to come back to Twilio's Console, duplicate the template and edit and resubmit from there. Any edits made on Meta's UI will not be reflected on Twilio.