WhatsApp Template Message Guide
Everything Malaysian businesses need to know about WhatsApp Business API message templates — what they are, how to write them, what Meta approves and rejects, and how iwsapp.my helps you get it right.
WhatsApp Templates — The Basics
Any business-initiated WhatsApp message sent outside a 24-hour customer service window must use a pre-approved message template. Meta reviews every template before it can be used.
fas fa-bullhorn
Used for promotional content — offers, launches, loyalty campaigns. Requires customer opt-in. RM 0.50/msg.
fas fa-bell
Triggered by a user action — order confirmation, appointment reminder, payment receipt. RM 0.12/msg.
fas fa-shield-alt
One-time password for login and transaction verification. Meta provides a dedicated OTP format. RM 0.10/msg.
What Meta Approves vs Rejects
✅ Meta Approves
- Clear, specific purpose — the message has one clear intent
- Personalised with variables e.g.
{{1}}for customer name, order number - Proper business language — professional and clear
- Authentication templates using Meta's standard OTP format
- Utility messages clearly triggered by a user action
- Marketing messages with clear opt-out instruction
- Buttons that match the message intent (track order → tracking link)
❌ Meta Rejects
- Vague or generic messages with no clear purpose
- Content that could be considered spam or misleading
- Gambling, adult content, alcohol (depends on region), or illegal services
- Messages that collect sensitive personal data without justification
- Templates that impersonate another business or individual
- Marketing content submitted as Utility or Authentication (wrong category)
- Variables used for sensitive data like full credit card numbers
Real Template Examples
How iwsapp.my Helps You Get Templates Approved
You tell us what you want to send
Describe your message purpose — order updates, OTP, promotions. We determine the correct category.
We draft the template for you
Our team writes the template in the correct format, with the right variables and button structure.
We submit to Meta on your behalf
Template is submitted through our platform. Meta typically reviews within a few hours to 24 hours.
Approved templates are ready to send
Once approved, you can use the template immediately through our API or portal.
We help if Meta rejects
If Meta rejects a template, we advise on why and resubmit with corrections.