What is a Template?
A Template (Message Model) is a message that has been pre-registered and approved by Meta. It’s used to start or resume a conversation when there is no open window. Example use cases:- Order confirmation
- Appointment reminder
- Delivery notice
- Billing/collection
- Support recovery
- Booking confirmation
- Text
- Images
- Videos
- Documents
- Buttons
- Custom variables
What happens after sending a Template?
It depends on the customer’s response.If the customer replies
As soon as the customer replies to the template:- A new 24-hour window opens
- Your business can go back to sending regular messages normally
If the customer doesn’t reply
If the customer doesn’t reply:- The window stays closed
- You won’t be able to send regular messages
- You’ll need to send another template when it makes sense
To better understand how the support window works, see the page on the 24-hour window.
Template categories
Templates belong to a category defined by Meta.Marketing
Used for promotions, offers, product announcements, and campaigns.Example: “Enjoy 20% off storewide through Sunday.”
Utility
Used for information requested by or related to a purchase or service, such as order confirmation, delivery updates, invoice delivery, payment confirmation, or rescheduling.
Authentication
Used to verify a user’s identity, such as an OTP code, login code, or two-factor authentication.