WhatsApp Templates & Broadcast

Approved message templates and broadcast messaging let you reach multiple contacts with consistent, compliant WhatsApp messages at scale.

Understanding Templates

WhatsApp requires pre-approved templates for business-initiated conversations (i.e. when you message a customer first, or re-engage after the 24-hour window). Templates are submitted to Meta for approval before use.

Template Structure

A WhatsApp template can include:

Component	Description
Header	Optional — text, image, video, or document
Body	The main message text (required)
Footer	Optional small print or disclaimer
Buttons	Optional call-to-action or quick-reply buttons

Using Named Variables

Bsynced CRM supports named variable syntax in templates. Instead of remembering which positional parameter maps to what, you label them:

Hi {{customer_name}}, your meeting with {{company_name}} is confirmed for {{meeting_date}}.

When sending, you see a field for each named variable:

Variable	Value
customer_name	Sarah Johnson
company_name	Bsynced CRM
meeting_date	Tuesday 18 June at 2pm

Named variables are mapped to the positional parameters (1, 2, etc.) that WhatsApp expects behind the scenes.

Viewing Available Templates

In the WhatsApp module, click the Template button when composing a message. All approved templates for your connected WhatsApp Business Account are listed. Pending or rejected templates are not shown.

Broadcast Messaging

Broadcasts let you send a template message to multiple contacts in one action.

How to Send a Broadcast

1. In the WhatsApp module, click Broadcast (top-right of the conversations list).
2. Click + New Broadcast.
3. Select an approved template.
4. Fill in the fixed variable values that apply to all recipients (e.g. company_name = Bsynced CRM).
5. For contact-specific variables (e.g. customer_name), the CRM automatically uses the contact's name from the CRM record.
6. Add recipients:
   • Select contacts — search and pick individual contacts
   • Import a list — upload a CSV of phone numbers
7. Review the recipient count and preview the message.
8. Click Send Broadcast.

Broadcast Delivery Report

After sending, open the broadcast from the Broadcast History list to see:

Status	Count
Sent	Messages accepted by the WhatsApp API
Delivered	Messages confirmed delivered to the device
Read	Messages opened by the recipient
Failed	Messages that could not be delivered

Opt-in compliance

WhatsApp requires that all broadcast recipients have opted in to receive messages from your business. Sending unsolicited messages can result in your WhatsApp Business Account being flagged or suspended. Always maintain a clear opt-in record for your contact list.

Template Approval Tips

1. Keep it relevant — templates that provide clear value to the recipient are approved faster.
2. Avoid promotional language in utility templates — use the correct category (Marketing, Utility, Authentication).
3. Test variables — ensure all variable placeholders are formatted correctly (1 not {1}).
4. Use approved button types — only Call, URL, and Quick Reply buttons are supported.

Template rejection

If a template is rejected by Meta, you will see a rejection reason in WhatsApp Manager. Common reasons include overly promotional language, missing opt-out instructions, or incorrect variable formatting.