> ## Documentation Index
> Fetch the complete documentation index at: https://developer.hubmessage.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Message templates

> Understand what WhatsApp Official API templates are, how they work, and their categories

export const frontendUrl = 'https://app.hubmessage.io';

export const projectName = 'Hub Message';

## 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

**Templates can contain:**

* 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

```
Window closed
       ↓
Template sent
       ↓
Customer replies
       ↓
New 24-hour window
       ↓
Free messaging again
```

### 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

<Note>
  To better understand how the support window works, see the page on the [24-hour window](/en/whatsapp-official/24h-window).
</Note>

## Template categories

Templates belong to a category defined by Meta.

<CardGroup cols={3}>
  <Card title="Marketing" icon="bullhorn">
    Used for promotions, offers, product announcements, and campaigns.

    **Example:** "Enjoy 20% off storewide through Sunday."
  </Card>

  <Card title="Utility" icon="bell">
    Used for information requested by or related to a purchase or service, such as order confirmation, delivery updates, invoice delivery, payment confirmation, or rescheduling.
  </Card>

  <Card title="Authentication" icon="lock">
    Used to verify a user's identity, such as an OTP code, login code, or two-factor authentication.
  </Card>
</CardGroup>