---
schema_version: "1"
id: 70476dfaf9561119b805b478d89ad2cbaf6b6c53b3aecafcfc8156b446fadb58
title: WhatsApp Templates
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_whatsapp_templates_2.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_templates_2.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cf531885c852662d563cd2096a4c31e5c2598240473a2f29242c83ebe4817090
description: A WhatsApp template is basically an outbound message that you can send to customers. However, unlike a regular WhatsApp message, a WhatsApp template must be approved by Meta before you can send it to customers.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# WhatsApp Templates

A WhatsApp template is basically an outbound message that you can send to customers. However, unlike a regular WhatsApp message, a WhatsApp template must be approved by Meta before you can send it to customers.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
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      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="messaging_whatsapp_templates_2__d724e1233"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_whatsapp_templates_2__d724e1233" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
            <strong>This article applies to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
            <strong>This article doesn’t apply to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Apple
            Messages for Business channels, Enhanced Facebook Messenger, Standard and Enhanced
            SMS, Enhanced LINE, and Bring Your Own Channel</td>

        </tr>
      </tbody>
    </table>

To send an automated message in an enhanced WhatsApp channel, create a WhatsApp template. The template determines your component's look and feel in messaging sessions. When sent in an enhanced WhatsApp channel, an automated message counts as one outbound message, regardless of whether it’s sent within the 24-hour customer care window.

- **[Considerations When Managing WhatsApp Templates in Salesforce](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_template_considerations.htm&release=264.0.0&type=5)**  
    Review these considerations when determining whether to manage WhatsApp templates in Salesforce or Meta.
- **[Create a WhatsApp Template](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_create_template.htm&release=264.0.0&type=5)**  
    To create a WhatsApp template in Salesforce, add an External Template format to the notification messaging component. In Salesforce, you can create templates with the Utility and Marketing categories, but not the Authentication category. We strongly recommend that you create and manage your WhatsApp templates directly in Salesforce, instead of Meta.
- **[Create WhatsApp Carousel Templates](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_carousel_templates.htm&release=264.0.0&type=5)**  
    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.
- **[Send Template-Based Automated Messages in WhatsApp](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_templates.htm&release=264.0.0&type=5)**  
    Using a flow, automatically send customers template-based messages in enhanced WhatsApp channels to update them about cases, orders, or something else. Unlike freeform WhatsApp messages, template-based messages can be sent to opted-in customers at any time regardless of when the customer last sent a message.

#### See Also

- [_Salesforce Help:_ Add Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&language=en_US)