Message templates

WhatsApp requires pre-approved templates for business-initiated messages (anything outside the 24-hour customer service window). Callduck supports template-based WhatsApp communication across all three categories.

Categories

• Marketing — promotions, offers, announcements (requires opt-out language)
• Utility — order updates, reminders, account notifications tied to a transaction
• Authentication — one-time passcodes and verification codes

Building a template

A template can include a header, body, footer, and buttons. Variables are positional placeholders — {{1}}, {{2}}, etc. — filled in at send time. See Message template approval for the variable rules and approval flow.

Submit, then sync

1. Draft a template in Callduck.
2. Submit it — it is sent to Meta for review (Meta's process).
3. Callduck mirrors the status (Submitted → Approved / Rejected) by syncing from your WABA. Rejected templates show Meta's rejection reason so you can fix and resubmit.

> Approval is decided by Meta, not Callduck. Callduck reflects whatever status Meta returns.