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)
How WhatsApp templates work
Unlike Email or SMS, WhatsApp does not allow you to freely compose message content at send time. You must:
- Define the message template in Meta’s WhatsApp Business Manager
- Submit it to Meta for approval — Meta reviews for policy compliance
- Once approved, enter the Template ID in Loyalife and map your
{{variables}} to the template’s placeholders
- Loyalife sends the approved template (with variables filled in) when the trigger event fires
Template approval states
| State | Meaning | Can edit? |
|---|
| Pending | Submitted to Meta; awaiting review | Yes |
| Approved | Cleared by Meta; active and sendable | No — content is locked |
| Rejected | Rejected by Meta for policy reasons | Yes — edit and resubmit |
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.
Configuration fields
| Field | Required | Notes |
|---|
| Template ID | Yes | The WhatsApp-approved template identifier from your WABA account |
| Language code | Yes | Language of the approved template (e.g. en, ar) |
| Message body | Yes | Must match the approved template content; use {{variables}} for dynamic parts |
| Variable mapping | Where applicable | Maps Loyalife variables to each numbered placeholder in the template body |
Notification types
| Type | Use case |
|---|
| User-specific | Event-triggered messages to an individual member (points earned, claim approved, OTP) |
| Broadcast | Announcement to a segment (new scheme launch, campaign activation) |
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.
Delivery analytics
Each template’s detail view shows WhatsApp delivery metrics over selectable time windows (7 days, 30 days, 3 months, 6 months):
| Metric | Description |
|---|
| Total sent | Number of messages dispatched |
| Delivered | Messages confirmed delivered to the device |
| Failed | Messages that could not be delivered |
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.
