Reasons why your template(s) gets rejected

Neelke Stadler Updated by Neelke Stadler

We know it’s frustrating when your message template(s) get rejected.

The rejection reason are now added to the template card in Turn.io to help you identify the problem. We’ve made it a clickable link so it is easy to stay up to date with any changes on WhatsApp’s guidelines.

Tips from WhatsApp to accelerate the approval process
  • Make your message template name clear. Instead of using a name like "template_014," use "bus_ticket_details".
  • Remember that someone outside of your business will be reviewing your message templates. Providing more clarity gives reviewers context around how the message template will be used.
  • If you need to write a message template to reopen the 24-hour window, we suggest starting with some mention of the previous conversation thread:
    Example: “I'm sorry that I wasn't able to respond to your concerns yesterday but I’m happy to assist you now. If you’d like to continue this discussion, please reply with ‘yes’.” or “I was able to do some follow-up based on our previous conversation, and I’ve found the answer to your question about our refund policy. If you’d like to continue our conversation, please say ‘yes’.”

For more details on message templates read the do's and don'ts of message templates as well as our troubleshooting article.

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