Cloodot Documentation

Sync, create, and manage WhatsApp Business message templates for campaigns and automation.

WhatsApp Templates are pre‑approved message formats from WhatsApp Business that you use for outbound messages and campaigns.

They are managed under Settings → Presets → WhatsApp Templates and are shared across your organization.

Accessing WhatsApp Templates

Path: Settings → Presets → WhatsApp Templates

On this page you’ll see:

Top Actions:
- Go to Campaigns – Open the Campaigns page where you can use templates for WhatsApp campaigns.
- Create Template – Open the template builder to create a new WhatsApp template.
Template List:
- Search bar to find templates by name (title only).
- Channel filter to show templates for All channels or a specific WhatsApp Business account.
- A table with:
  - Name – Template name in snake_case.
  - Business Account – WhatsApp Business Account where the template lives.
  - Category – Marketing or Utility.
  - Status – APPROVED, PENDING, or REJECTED.
  - Language – Template language (for example: en_US, ar_AE).
  - Created At – When the template was created.
  - Actions – Preview button to open a full WhatsApp preview drawer.

You can select templates using the checkboxes for bulk deletion.

Syncing Templates from WhatsApp

When you open WhatsApp Templates:

The system automatically syncs templates from your connected WhatsApp Business accounts once.
You can manually sync at any time using the Sync templates button:
- Optionally filter by a specific WhatsApp channel (Business Account).
- Then click Sync templates to pull the latest templates from Meta.

Statuses are controlled by WhatsApp:

APPROVED – Template is ready to use in campaigns and outbound messages.
PENDING – Template is under review; wait for WhatsApp to approve or reject it.
REJECTED – Template was rejected by WhatsApp; create a new version that follows their policies.

Creating a New WhatsApp Template

Path: Settings → Presets → WhatsApp Templates → Create Template

The template builder is a 2‑step wizard:

Setup Template (basic information)
Edit Template (header, body, footer, buttons)

Step 1: Setup Template

In the Setup Template step, you define how the template is registered with WhatsApp:

Template Name:
- Must be snake_case – lowercase letters, numbers, and underscores only.
- Spaces and invalid characters are automatically converted/removed.
- Example: order_update, service_pricing_2025.
Category:
- Marketing – Promotions, announcements, offers, campaigns.
- Utility – Updates about existing orders, accounts, or transactions.
Type (Sub‑category):
- For Marketing:
  - Custom – Standard single‑message template.
  - Media Carousel – Template with a carousel of image/video cards (for product catalogs, galleries, etc.).
- For Utility:
  - Custom – Standard single‑message template.
Language:
- Choose the language that matches your template copy (for example: English, Arabic, Hindi, etc.).

After completing this step, move to Edit Template to design the actual content.

Step 2: Edit Template (Components)

For Custom templates, the Edit Template step includes:

Header (optional):
- Select header type: None, Text, Image, Video, or Document.
- Based on your selection, the appropriate field appears below:
  - Text: Enter header text (up to 60 characters). You can use variables like {{variable_name}} (snake_case) and must provide a sample value for review.
  - Image: Upload Image field appears below.
  - Video: Upload Video field appears below.
  - Document: Upload Document field appears below.
  - None: No header field is shown.
Message Body Text (required):
- Main message text your customer will read.
- Supports WhatsApp markdown formatting (bold, italic, strikethrough) using characters like *, _, and ~.
- You can insert variables like {{name}} or {{order_id}}:
  - Each variable must be snake_case.
  - You can define sample values for variables to help WhatsApp review the template.
Footer (optional):
- Short line of text that appears below the body (for example: "Reply STOP to unsubscribe.").
- Maximum 60 characters.
Buttons (optional, up to 10 total):
- You can add up to 10 buttons total with the following limits:
  - Quick Reply – Add as many as you like (up to the 10 button total limit).
  - Visit Website (URL) – Maximum 2 buttons allowed.
  - Call Phone Number – Maximum 1 button allowed.
  - Copy Code – Maximum 1 button allowed.
    - For Copy Code buttons, you need to provide:
      - Button Text: The text displayed on the button (fixed as "Copy offer code").
      - Offer Code: The code that will be copied when the customer taps the button (maximum 15 characters, e.g., "SAVE20" or "WELCOME50").
- Button texts must be unique within the template.

Creating a Media Carousel Template

When you select Media Carousel as the template type in Step 1, Step 2 (Edit Template) follows a specific flow:

Message Body Text (required):
- The main message text that appears before the carousel.
- Supports WhatsApp markdown formatting (bold, italic, strikethrough).
- You can add variables like {{name}} or {{order_id}} (snake_case format).
Media Type and Buttons Configuration:
- Media Type: Choose Image or Video (this applies to all cards).
- Buttons: Configure button types that will be synchronized across all cards:
  - Quick Reply – Maximum 2 buttons allowed.
  - Visit Website (URL) – Maximum 1 button allowed.
  - Call Phone Number – Maximum 1 button allowed.
- Important: You can add up to 2 buttons total, and at least 1 button is required.
- For each button type:
  - Quick Reply: Enter the quick reply text (e.g., "Yes, I'm interested").
  - URL Button: Enter button text, select URL type (Static or Dynamic), and provide the website URL. For dynamic URLs, you can add one variable at the end (e.g., https://www.example.com/{{name}}) and provide a sample URL for review.
  - Phone Number Button: Enter button text, select country code, and enter the phone number.
Customize Media Carousel Cards:
- Note: Header types and buttons are synchronized across all cards. When you change the header type or add/remove buttons in one card, it will apply to all cards automatically.
- For each card, you configure:
  - Upload Image/Video: Upload the media file for this card (based on the media type selected above).
  - Card Body Text: The text content for this specific card (supports markdown and variables).
  - Buttons Data: Configure the button details (text, URLs, phone numbers) for this card. The button types are already set from the configuration above, but you fill in the specific values here.
- Below the card boxes, you'll see an Add Card button that shows the current count (e.g., "Add Card (2/10)"). You can add up to 10 cards, with a minimum of 2 cards required.
Bottom Actions:
- Back button to return to Step 1.
- Create Template button to submit the template.
Confirmation Dialog:
- When you click Create Template, a confirmation dialog appears:
  - Title: "Create WhatsApp Template"
  - Message: "Are you sure you want to create this template? Once created, it will be submitted to WhatsApp for review."
  - Actions: Cancel or Create Template (which submits the template).

Previewing Templates

From the template list:

Click the Preview icon in the Actions column.
A drawer opens showing a full WhatsApp‑style preview:
- Header media or text.
- Body content with variables highlighted.
- Footer.
- Buttons or carousel cards (for Media Carousel templates).

Use this preview to verify that your template looks correct before using it in campaigns.

Deleting Templates

If you no longer need certain templates:

Select one or more templates using the checkboxes in the table.
A bottom action bar appears showing how many are selected.
Click Delete and confirm.

After deletion:

Templates are removed from the list in Cloodot.
They will no longer be available for new campaigns or automations in Cloodot (existing messages already sent are not affected).