Template lifecycle

Understanding template statuses, Meta review, and syncing

Create templates

Create templates directly in Kapso:

1. Go to WhatsApp > Templates in your project
2. Click Create template
3. Choose template type and configure
4. Submit for Meta review

Alternatively, create templates in WhatsApp Manager and sync them to Kapso.

Create a new version

Templates cannot be edited once they are submitted to Meta. To change the content of a submitted, approved or rejected template, create a new version of it:

1. Go to WhatsApp > Templates in your project
2. Open the template’s actions menu and click New version (the same button appears on a template that can no longer be edited)
3. Adjust the content and submit it for Meta review

The new version is prefilled from the original and its name gets the next free _vN suffix: order_update becomes order_update_v2, order_update_v2 becomes order_update_v3. You can change the suggested name before saving.

A new version is a separate template with its own Meta approval. The original keeps working until you stop sending it. Header media is not carried over, because Meta media handles belong to the original submission — upload the image, video or document again before submitting.

Template statuses

Status	Meaning
PENDING	Submitted to Meta, awaiting review
APPROVED	Ready to use
REJECTED	Failed Meta review (see rejection reason)
DISABLED	Temporarily disabled by Meta

In Kapso, “Submitted” means the template was sent to Meta and is waiting for review.

Meta review times

• Reviews typically take up to 24 hours
• First approvals on new accounts may take longer
• Kapso does not add delays — all reviews are performed by Meta

Creating a template in Meta Business Manager vs Kapso makes no difference in review time.

Sync templates from Meta

If you created templates in Meta Business Manager:

1. Go to WhatsApp > Templates in your project
2. Click Sync from WhatsApp
3. All templates will be imported and available in Kapso

Sync automatically retrieves all templates from your WhatsApp Business Account, regardless of how many you have. You can also sync via API:

POST /whatsapp_templates/sync

Sync is disabled for sandbox numbers. Connect a production number to sync templates.

Template quality

Meta rates each approved template’s quality from how recipients react to it. Blocks and “report spam” lower the rating. Kapso stores Meta’s latest score for each template and shows it next to the template status in WhatsApp > Templates.

Meta score	Shown in Kapso
GREEN	High quality
YELLOW	Medium quality
RED	Low quality
UNKNOWN	Nothing. Meta reports the quality as unknown

A template can also have no score at all in Kapso. That happens until Kapso has synced the template from Meta or received a quality webhook for it. Nothing is shown in that case either, but the reason is different: Meta has not reported a quality to Kapso yet, rather than reporting it as UNKNOWN.

Kapso keeps only the current score. It is updated when Meta sends a template quality webhook and refreshed whenever you sync templates from Meta, so it always reflects Meta’s latest rating, not the rating at the time a message or broadcast was sent. Templates that stay at low quality can be paused or disabled by Meta.

The Platform API returns the score as quality_score on templates, including the template nested in broadcast responses. The value is GREEN, YELLOW, RED, UNKNOWN, or null. UNKNOWN is Meta’s own value and means Meta reports the quality as unknown. null means Kapso has not received a score for that template yet. A broadcast’s nested template carries the template’s current score, not the score at the time the broadcast was sent.

{
  "id": "784203120908608",
  "name": "weekend_sale_2025",
  "status": "approved",
  "quality_score": "GREEN"
}

Common rejection reasons

• Missing business verification
• Policy violations in content
• Incorrect category selection (utility vs marketing)
• Low-quality media in headers
• Misleading or spammy content