Templates and broadcasts

Messaging customers first over the WhatsApp Cloud API: pre-approved templates, who you may send to, and how people opt out.

On WhatsApp, a business may only message someone first with a template Meta has approved. Templates and Broadcasts on each agent are how you write one, get it approved, and send it to a list. Both need the Agent plan and a WhatsApp Cloud API number: a QR-linked number cannot send them, and neither can Telegram or website chat.

Templates

A template is a fixed message with optional blanks, like the customer's name or an order number. Write it on the Templates page and submit it to Meta; Meta reviews it and the page shows what it decided. If you already have templates in WhatsApp Manager, import them instead of retyping.

Broadcasts

A broadcast sends one approved template to a list of contacts, and shows delivery as it happens. Before it sends you must confirm that everyone on the list agreed to receive WhatsApp messages from your business. That is not a formality: Meta suspends numbers that message people who never opted in.

Meta also rates each number's quality and caps how many people it may message in a day. aiBalas holds a broadcast back while the number is rated red, and never sends past the day's cap.

Opting out

A customer who replies STOP, BERHENTI, HENTI or UNSUBSCRIBE is taken off every future broadcast, and told so. You can change those words in the agent's Settings, mark someone as opted out yourself from their chat, and Meta passes on its own opt-outs too. None of this stops the agent replying when that person writes in: it only stops broadcasts.