Whatsapp (WABA) Templates
Whatsapp (WABA) Template support on Saleschat, with the functionalities and shortcomings based on the WABA provider
Overview
Saleschat lets you fetch and manage templates registered via your preferred BSP (Business Service Providers) or directly on Meta.
Can I register templates that are still Pending Review? No. Templates must be in
APPROVEDstate unless you explicitly call the admin-only bypass flow used by the auto-sync mechanism.
What does enable / disable mean for a template?
Enabled: When a template is enabled, it can be accessed and used by automations and APIs. This means it is available for workflows and integrations.
Disabled: Disabled templates cannot be utilized by automations or APIs. They are essentially inactive, so they won't appear & cannot be used, in automated processes until re-enabled.
What does visible mean for a template?
Visibility determines whether an agent can see and select the template.
If a template is visible, agents will be able to find and use it on their chats screen
If a template is hidden, it will not be displayed to agents
What are quick replies on the template page?
Quick replies are conversational templates designed to keep conversations flowing smoothly. These are not Meta (Facebook) templates—they are custom responses, which you can register on Saleschat.
Quick replies allow agents to maintain conversation quality by providing prompt, contextually appropriate responses while a chat session is active.
Supported Template Components
Body
✅ Yes
We support only Numbered placeholders {{1}}...Placeholders are not supported.
Header (Media)
✅ Yes
Only IMAGE, VIDEO, or DOCUMENT formats are allowed. Text / Location headers are not supported.
Footer
✅ Yes (Meta & Interakt only)
Gupshup templates cannot contain a footer at all.
Buttons
✅ Yes
Supported button types: URL, PHONE_NUMBER, QUICK_REPLY. URL Buttons can have only one parameter at the end of the URL.
Carousel
❌ Not supported
What if I want to use different URLs for the same template instead of registering multiple templates?
Saleschat allows you to use the below provided URL as a method for providing dynamic buttons to have different urls. Use the following URL while you register the template, & pass any URL you want as the parameter to redirect.
https://apis.saleschat.pro/cta?redirect=
What if I want to measure clicks on URLs?
You can use UTM query parameters in the URL. Further if you like UTM parameter to be configurable, then use URL Buttons with a parameter. Google analytics or similar tools can give you analytics based on UTM parameters (link to google analytics documentation).
Is there any alternative to UTM parameters / Google analytics?
Lastly if you use URL redirect as explained above, then Saleschat can run the analytics for you
example of how Saleschat URL redirect works?
Parameter Types
Saleschat can be auto_fill parameter values if they are available. This is an added functionality on top of Meta Templates. This has two major benefits
Enterprises can run Automations using templates with parameters.
Agent's do not have to repeatedly type the parameter values while sending templates.
AUTO_FILL
Saleschat fills the value automatically if provided via integration
Supported tags : sc.contact.name
sc.user.name
USER_FILL
Value supplied by your agent before sending
Tag must NOT start with sc.
Tag must be < 128 characters
Can different parameters have the same tags ?
No, tag values must be unique across the whole template. This ensures there are no duplicated tag identifiers within a single template.
Can agents change the media when sending a template with AUTO_FILL headers?
No, agents cannot change the media file when sending a template that uses AUTO_FILL headers. The media file must be specified during template registration and remains fixed.
Template Webhooks
The following webhooks are available for respective BSPs and are also handled by Saleschat.
Template Status Update
✅
✅
✅
Template Quality Score
✅
✅
✅
Template Category Change
✅
✅
✅
Template Component Change
✅
❌
❌
How can I configure Gupshup Enterprise to send Webhooks to Saleschat?
You can configure Template webhooks to be sent to the following callback URL
"https://apis.saleschat.pro/v1/gupshup/comms/waba/callback/template"
How do we update template component changes on Saleschat if my provider is Gupshup Enterprise and Interakt?
If you've updated the template on gupshup/interakt, you would need to sync those changes manually on saleschat, see section below
Updating Templates Manually
Click on the Sync icon on the Template dashboard page for the template you want to sync. It will fetch the changes from Meta and apply it on Saleschat. If the number of parameters have changed between the previous template, and the new template, then you would require to manually re-register the new template by clicking the arrow next to the template name, after it's synced.
What if I do not update the template on Saleschat?
If you do not update the template that's undergone a change on Meta, the template deliveries will fail.
What if the template is deleted on Meta?
Please disable the template on saleschat if template is deleted on Meta. Since we dont allow deleting a template on Saleschat as of now
Last updated: 23rd July 2025
Last updated