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Message Templates

Relaio Docs Team-Feb 26, 2026-10 min read

Create policy-safe templates, manage approval lifecycle, and run production template campaigns.

Template Overview

WhatsApp templates are required for business-initiated messaging outside standard customer service windows.

Template quality directly impacts approval success, delivery quality, and engagement outcomes.

WhatsApp templates are mandatory for any business-initiated outreach occurring outside the standard 24-hour customer service window.

High-quality template design directly impacts approval success rates and ensures reliable delivery during automated campaigns.

Template Design Rules

  • Use clear user value and avoid misleading promotional language.
  • Keep variables structured and validate placeholder consistency.
  • Use category and intent aligned with business policy expectations.
  • Maintain multilingual consistency if multiple locales are used.
  • Avoid misleading promotional language and ensure every variable is structured to maintain placeholder consistency.
  • Maintain multilingual consistency across all locales if your campaign targets a global audience using multiple languages.

Template Creation in Relaio

  • Navigate to WhatsApp Templates module from channel tools.
  • Create template name, category, language, and body/header components.
  • Attach sample values and optional media/document headers as needed.
  • Submit template and monitor status until approved.
  • Attach valid 'Sample Values' to the template submission to help the business review team understand your message intent.
  • Configure optional media or document headers within the Relaio interface to provide richer context to the recipient.

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Approval Lifecycle

  • Draft -> Submitted -> Approved/Rejected states should be tracked centrally.
  • Rejected templates should be revised with policy-safe wording and re-submitted.
  • Archive or deactivate outdated templates to keep catalog clean.
  • Monitor status transitions from Draft to Approved or Rejected and archive outdated templates to keep your catalog clean.
  • If a template is rejected, revise the wording based on business's policy feedback and resubmit for a new review cycle.

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Template QA Checklist

  • Variable rendering test completed for all dynamic fields.
  • Language code and locale mapping verified.
  • Campaign dry-run confirms expected delivery and status updates updates.
  • Fallback route exists if template is paused or rejected.
  • Perform a variable rendering test to ensure all dynamic fields (e.g., Name, Date) populate correctly from the CRM.
  • Verify that the template 'Language Code' and locale mapping match the intended recipient list before campaign launch.
  • Confirm a fallback route exists in your workflow in case a specific template is paused or rejected by business.