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WhatsApp messages are sent through the WhatsApp Business API (WABA). All messages must use pre-approved templates — free-form messages are not permitted by Meta. Every piece of message content must be approved by Meta before it can be sent to members. Provider: Configurable WABA gateway (set up during program onboarding)

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How WhatsApp templates work

Unlike Email or SMS, WhatsApp does not allow you to freely compose message content at send time. You must:
  1. Define the message template in Meta’s WhatsApp Business Manager
  2. Submit it to Meta for approval — Meta reviews for policy compliance
  3. Once approved, enter the Template ID in Loyalife and map your {{variables}} to the template’s placeholders
  4. Loyalife sends the approved template (with variables filled in) when the trigger event fires

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Template approval states

Once a WhatsApp template is approved by Meta, its content cannot be modified. If you need to change the wording, you must create and submit a new template for re-approval.

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Configuration fields

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Notification types

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Previewing and testing

Use Send Test WhatsApp to send the template to a specific member’s registered WhatsApp number. Confirm the member’s number is registered and active on WhatsApp before testing.

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Delivery analytics

Each template’s detail view shows WhatsApp delivery metrics over selectable time windows (7 days, 30 days, 3 months, 6 months):

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Troubleshooting

WhatsApp messages not delivered.
  • Verify the Template ID matches an approved template in your WABA account. Pending or Rejected templates cannot be sent.
  • Confirm the language code in Loyalife matches the language of the approved template in WhatsApp Business Manager.
  • Check that the member’s WhatsApp number is valid and has not opted out of business messages.
Template approval is taking longer than expected.
  • Meta’s review process typically takes 24–48 hours. Business verification status and template category (transactional vs. marketing) can affect review time.
  • Marketing-category templates face stricter review than utility/transactional templates. If your template is promotional, categorise it correctly in WhatsApp Business Manager.
The WhatsApp Business API provider (WABA gateway) is configured during program setup and can vary per deployment. Contact your Loyalife team to confirm which gateway is active for your program and to manage template submission.