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WhatsApp Templates

WhatsApp Templates are pre-approved message formats required by Meta for initiating conversations with users or sending notifications outside the standard 24-hour customer service window. Kapso integrates with these templates, allowing your agents to use them effectively.

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Key Concepts

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Managed in Meta

WhatsApp Templates are created, submitted for approval, and managed directly within the Meta WhatsApp Manager, not within Kapso.

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Syncing

Kapso allows you to sync the templates associated with your configured WhatsApp Business Account into your Kapso project.

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Usage

Once synced, these templates become available for selection within the WhatsappTemplateNode in your Agent Graphs.

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Managing Templates (Meta WhatsApp Manager)

1

Access Meta

Log in to your Meta Business Suite and navigate to the WhatsApp Manager

2

Create/Edit

Use Meta’s interface to design your message templates. This includes defining the content, placeholders for dynamic parameters (variables), language, and category (e.g., Marketing, Utility, Authentication)

3

Submit for Approval

Submit your templates to Meta for review. Approval times can vary

4

Monitor Status

Track the status of your templates (Draft, Submitted, Approved, Rejected, Disabled) within the Meta WhatsApp Manager

Refer to Meta’s official documentation for detailed instructions on creating and managing templates according to their policies and best practices.

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Syncing Templates into Kapso

After your templates are approved in the Meta WhatsApp Manager, you need to bring them into Kapso:

1

Go to WhatsApp Templates

Go to the “WhatsApp Templates” section within your Kapso Project

2

Select Configuration

Choose the specific WhatsApp Configuration (representing the phone number/account whose templates you want to sync) from the dropdown or selector

3

Initiate Sync

Click the “Sync Templates” button

4

Processing

Kapso will communicate with the WhatsApp Business API using the credentials stored in your selected configuration to fetch the latest list of templates associated with that account

5

View Templates

Once the sync is complete, the list of templates will be updated in the Kapso interface, showing their name, category, language, content preview, parameter count, and approval status (as reported by Meta)

Re-sync after you know new templates have been approved or modified in Meta.

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Using Templates in Agents

Synced and approved templates can be used within your Agent Graphs:

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1. Add Node

Add a WhatsappTemplateNode to your Canvas.

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2. Configure Node

  • Select the appropriate WhatsApp Configuration
  • Choose the desired approved WhatsApp Template from the list of synced templates
  • Map any required template parameters using the #{variable} syntax, allowing the agent to dynamically insert values from the conversation context
  • Specify the target phone number
  • Decide whether the agent should wait for a response after sending the template (using the waitForResponse flag)

See the Nodes and Edges section for more details on configuring the WhatsappTemplateNode.

WhatsApp Template Node

Learn how to use the WhatsApp Template Node in your graphs

External Trigger Flow

Understand how templates are used in API-triggered flows