To message a customer first, or more than 24 hours after their last message, WhatsApp requires a message template that Meta has approved. Mondovo writes them for you.
Create a template
- Open Settings → Integrations → WhatsApp → Message templates.
- Describe what you want to send, for example “a reminder the day before an appointment”, and click Draft with AI.
- Check the wording. Words in double braces such as
{{1}}are filled in for each person (their name, the time). - Click Submit to Meta. Most templates are approved within minutes; the status updates by itself.
Send it
- Automatically: add a WhatsApp step to a journey, for example after a booking or an order, and choose the template.
- By hand: from a conversation in your Inbox.
Good to know
- Updates (bookings, orders, reminders) cost less than marketing (offers, news), and Meta decides the category.
- Only message people who agreed to hear from you. Anyone who replies “stop” isn’t messaged again.
- Messages you send first are charged by Meta. See WhatsApp message costs and paying Meta.