Templates
Here, you create all the templates your operation will need.
Templates used in the integration must be created directly in the Spread.chat management panel. This is because we automatically send them for Meta approval. Make sure to create and configure the necessary templates in the management panel to ensure a smooth and efficient sending process.
This approval is necessary due to the use of Meta's official API to connect to WhatsApp. Since the API allows for mass messaging, it's crucial to ensure that all conversations are initiated through these templates. This ensures that WhatsApp can identify that no content violating its usage guidelines is being disseminated.
Template Categories
Marketing
These templates are the most flexible and can contain more generic content, such as conversation starters or commercial information, including promotions, offers, updates, and invitations. Conversations that don't fall into the utility or authentication categories are considered marketing by Meta
Utility
These templates are used to provide information about specific requests, transactions, or updates, such as post-sales notifications and recurring invoice statements.
Authentication
These templates enable businesses to authenticate users with one-time-use passwords at various stages of the login process, such as account verification, account recovery, and integrity challenges.
Creating a new template!
To create a new template, simply access the templates tab in the management panel, where you'll find the "New Template" button. Clicking on it will redirect you to the creation pop-up, where you can configure the template as needed.
Template name
It’s important to set a reference name for the template that matches its content
Important: Template names cannot contain special characters or emojis — otherwise, they won’t be accepted or submitted for Meta’s approval.
Template Content.
The template content can be inserted, and template variables should be placed between '{{}}', as shown in the example below.
There is no limit to the number of variables that can be included in message templates
Variable Identification.
All included variables must be associated with a property in the selection list directly extracted from HubSpot. Additionally, it's necessary to provide a literal example of this property so that Meta can visualize the variable in practice.
Category and Language.
In this step, it's necessary to select the category to which the template belongs, based on the information presented in the "Template Categories" topic above. Additionally, you should choose the language in which the template will be sent.
Source of Sending
Here, you can identify the source from which the template was sent, which can be: Workflow (for bulk sends) or Contact (for sends via timeline).
Contact templates are used to initiate individual conversations directly through the contact’s timeline. It’s essential that all these templates are properly configured and approved, allowing agents to freely use them in their day-to-day operations. Likewise, Workflow templates are made available for bulk messaging within workflows.
It's a good practice to create a template with just one sending source, as this helps avoid unnecessary clutter for both agents and flow creators.
Important: A template can be created with both sending sources — Workflow and Contact. In this case, it will be available in both environments.
Types of Templates.
The template can contain standard text content and also supports interactive content such as images, videos, links, and buttons.
Images
Images can be added as the header of a text or a call to action, as shown in the examples below.
To insert an image into the template, just select "image" in the header field and insert the desired image.
Tip: The image specifications that can be included in the templates via meta are: images up to 5MB in either image/jpeg or image/png formats.
Video
Similar to images, videos can be sent as a header for a text.
To insert a video into the template, simply select "video" in the header field and insert the desired file.
Tip: The video specifications that can be included in templates via meta are: videos up to 16MB in either video/mp4 or video/3gp formats.
Documents
Files can be included in the template the same way as videos and images.
Tip: The document specifications that can be included in templates via meta are: documents up to 100MB in one of the following formats — text/plain, application/pdf, application/vnd.ms-powerpoint, or application/msword
Call to Action
This option allows you to add a quick access link directly in the template.
To include a link, simply add the call to action option in the quick reply field.
A quick reply must be added to guide the user toward the desired action when clicked. This link can either redirect to a specific URL or initiate a phone call.
Quick Replies
Quick replies can be included in the template to guide the contact’s journey, allowing them to either continue the conversation or skip a specific part of it. Quick replies are limited to three buttons.
Quick replies can be added to the designated button and assigned the actions “Continue conversation” or “Ignore response.” Unlike “Continue conversation,” selecting “Ignore response” will end the conversation without routing the user to human support.
Important: Text buttons and CTAs cannot contain special characters or emojis; otherwise, they will not be accepted or submitted for Meta approval.
Approval Status
Once the template is registered in the management panel, it will be automatically submitted for Meta’s approval. Only after approval will the template be available for use. The template’s status can be tracked in the “STATUS” column of the panel. If your account has more than one number, the template approval will be sent to all registered numbers.
Here are the references to track approval in the spread panel:
Approved
Template approved by Meta.
Pending
Template pending approval.
Rejected
Template not approved by Meta.
Tip: If the template is rejected, we recommend creating a new one with basic changes to the text and its name
Approval Time
Facebook takes up to 48 hours to approve templates. Although approval is usually quick, the 48-hour window should always be taken into account. Therefore, it is recommended to prepare in advance and create templates ahead of time to avoid delays or disruptions.
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