Get an approved WhatsApp message template

If you are using WhatsApp Embedded Signup Self-service Onboarding overview and own your WABA, you can create and submit WhatsApp message templates in your Meta Business Manager directly. If you went through our Manual onboarding experience, and Genesys manages your WABA, you will need to submit a WhatsApp Message Template form to us as instructed below.

WhatsApp business customers can reply to inbound messages within 24 hours without a template message. After 24 hours of receipt of the original inbound message or to send a proactive outbound message, WhatsApp business customers must use pre-approved, structured messages, called template messages, to contact their customers.

Before you configure a WhatsApp message template in Genesys Cloud, create a corresponding message template, and have it approved for your WhatsApp Business Account (WABA).

Note: To complete the form, you must know your Organization ID. For more information about your Organization ID, see How do I find my organization ID?

To request approval of a message template for your WABA, email your request to GenesysCloudWhatsAppRequests@genesys.com. Genesys emails a WhatsApp message template request form for you to complete. Return the completed form to GenesysCloudWhatsAppRequests@genesys.com .

Note: Message template approval takes from one to three business days.

Note: You can onboard to WhatsApp via the new sign-up feature without submitting a WhatsApp message template form to Genesys. You can then self-manage template submissions with WhatsApp. For more information about how to use the self-service sign-up, see WhatsApp Embedded signup self-service onboarding overview.