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

1. 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

Examples

• “Buy 2 or more coffees and get R$5.00 off.”

• “Thank you for your order! Use the code SAVE20 to get 20% off your next purchase.”

• “Hi there! This is our official WhatsApp profile.”

• “Have a great day!”

• “Our store has moved! Come visit us at our new location.”

• “We’ll be closed next Monday due to the holiday.”

• “Good news! The product you saved is back in stock.”

• “Join us for our year-end event!”

• “Here are this month’s discount coupons. Happy shopping!”

• “You’re going to love this! Check out our new ice cream flavor.”

• “Thanks for your order. We’d love your feedback. Click here.”

• “Forgot something? We saved your items. Click here to complete your purchase.”

• “Your registration is waiting! Click here to finish signing up.”

• “You missed your appointment. Click here to reschedule.”

1. Utility

These templates are used to provide information about specific requests, transactions, or updates, such as post-sales notifications and recurring invoice statements.

Examples

• “Order #0021 has been confirmed.”

• “Check-in completed. Here is your boarding pass for the flight.”

• “Thank you for your reservation. See you next week!”

• “Payment received. Enjoy the show!”

• “Your order has been canceled. The refund will take 7 to 10 days to process.”

• “Reminder: You have an appointment scheduled for Tuesday at 1 PM.”

• “Here is the monthly statement you requested.”

1. 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.

Examples

• “Your authentication code is 123123.”

• “Your new password is 123123.”

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.

1. 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.

1. 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

1. 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.

1. 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.

1. 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.

1. 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.

Template with image in the header, text in the footer, and a quick access call-to-action link.

Template with an image in the header

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.

Template with a video in the header, two filled variables (location and time), and text in the footer.

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:

Status	Description
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.