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Create WhatsApp Carousel Templates

Send interactive, horizontally scrollable cards to customers on WhatsApp to showcase products, services, promotions, or other rich content. Carousel templates are available in two formats: media card carousels and product card carousels.

Required Editions

  • Your org has an active WhatsApp Business Account (WABA) connected to Salesforce.
  • Carousel templates are supported in the marketing template category only.
  • Carousels can't be created using the WABA interface. Salesforce creates them via the Meta API through the component builder.
  • Carousel templates work on both UCP and Enhanced WhatsApp channels.
  • Templates must be approved by Meta before agents, bots, or Agentforce can send them.
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator

Media Card Carousel

A media card carousel displays visually rich cards with images or videos, body text, and action buttons. Use media card carousels for promotions, product showcases, travel options, or informational content.

Each card includes:

  • Header: An image or video asset. Media assets are automatically cropped to a wide ratio on the customer's device.
  • Body text: Up to 1024 characters. Supports variables.
  • Buttons: Up to two buttons per card. Button types include quick reply, phone number, and URL buttons.
  1. From Setup, enter Messaging Components in the Quick Find box, then select Messaging Components.
  2. Click New Component.
  3. Select Notification, then click Next.
  4. Enter the plain text version of your message, upload the image, then click Next.
  5. Enter a name and description for the component, then click Done. The Messaging Component Builder opens.
  6. Click Add Format and select External Template, then click Done.
  7. From the dropdown, select your WhatsApp Business Account, then click Done.
  8. Click Create New to create a carousel template.
  9. Select Marketing as the category.
  10. Select Media_Card as the subcategory.
  11. Define the message body text. The body text is mandatory and appears above the carousel cards.
  12. Define the number of cards. Carousels require a minimum of 2 and a maximum of 10 cards. Cards are horizontally scrollable.
  13. For each card, configure:
    • Header: Upload an image or video asset.
    • Body text: Enter the card description. If any card includes body text, all cards must include body text for consistent card heights.
    • Buttons: Add up to two buttons. Choose from: Visit website (URL button), Call (phone number button), or Custom (quick reply button). Only a View CTA or URL CTA is allowed on carousel cards.
  14. Ensure all cards share the same component structure. All cards must have the same types of content elements.
  15. Click Save to save your changes and then click Activate to submit the template to Meta for approval.
  16. After Meta approves the template, you can start using the template.