--- title: "Create and use Custom templates with WhatsApp Business" slug: "create-and-use-custom-templates-with-whatsapp-business" description: "Learn how to create Custom WhatsApp templates in Kommo and use them for reminders, updates, offers, broadcasts, and automated messages" tags: ["Custom Templates", "WhatsApp Business"] updated: 2026-08-03T10:40:35Z published: 2026-08-03T10:40:35Z canonical: "support.kommo.com/create-and-use-custom-templates-with-whatsapp-business" --- > ## Documentation Index > Fetch the complete documentation index at: https://support.kommo.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Create and use Custom templates with WhatsApp Business > [!NOTE] > **What you’ll need:** > > - Any **Kommo plan** (Base, Advanced, Pro, Enterprise, or a 14-day trial). > - WhatsApp Business integration installed and connected to your number. Learn how to set it up in [this guide](/resources/docs/connect-whatsapp-business-to-kommo). > - A payment method added to your WhatsApp Business account in Meta. [Learn how to do it here](https://www.facebook.com/business/help/488291839463771). > > **Keep in mind:** > > - Custom templates must be approved by Meta before you can send them. > - Clients must have agreed to receive WhatsApp messages from your business. > - Only **Admins** can create, edit, or delete chat templates in Kommo. > - Custom templates can be created in the Marketing or Utility category. > - You can edit templates only while they have the **Draft** or **Rejected** status. > - A Custom template can include up to **3** Quick reply buttons or up to **2** URL buttons. > - Meta may charge for WhatsApp template messages. Learn more about pricing rules in [this article](/resources/docs/updated-pricing-rules-for-whatsapp-business). Custom templates are one of the WhatsApp template types available in Kommo. Custom templates are designed for clear, direct communication. They can include text, images, videos, and buttons.![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/create-and-use-custom-templates-with-whatsapp-business-image-kc66zxz4.png) To compare Custom templates with other available formats, see the [WhatsApp templates overview](/resources/docs/whatsapp-templates-overview). This step-by-step guide explains how to create and send Custom templates in Kommo. ## Use cases - Send reminders — remind clients about upcoming [bookings](/resources/docs/bookings-overview), payment due dates, subscription renewals, document deadlines, or scheduled deliveries. - Share important updates — send order confirmations, delivery status changes, booking updates, or waitlist notifications. - Promote special offers — send bulk messages through [broadcasting](/resources/docs/broadcasting-overview) to share seasonal promotions, product launches, discounts, webinars, or limited-time offers. - Help clients take the next step — add Quick reply or URL buttons so clients can confirm an appointment, visit a payment page, or open a booking link. - Follow up automatically — use [Salesbot](/resources/docs/salesbot-overview) to send messages when a lead reaches a specific pipeline stage, completes an action, or needs a follow-up. ## How to create a Custom template To create a Custom WhatsApp template in Kommo: 1. Go to **Automations → Templates → Chat templates** and click **+ New template**. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/create-and-use-custom-templates-with-whatsapp-business-image-tp8ofg19.png) 2. Select **WhatsApp template**. > [!NOTE] > **Note:** General templates are saved messages you can reuse instead of typing the same reply each time. They don’t need Meta approval and can be sent in WhatsApp while the 24-hour customer service window is open. Learn more in [Create and use chat templates](/resources/docs/create-and-use-chat-templates). 3. Choose a category: - **Marketing** - **Utility** 4. Select **Custom** and click **Next**. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/create-and-use-custom-templates-with-whatsapp-business-image-mtss13jn.png) 5. Review the automatically generated template name and edit it if needed. 6. Select the **WABA ID** for the WhatsApp Business Account you want to use. 7. Select the message **Language**. Make sure it matches the language used in the template text. Otherwise, Meta may reject the template. 8. Configure the **Validity period** when this option is available. 9. Create your message: - Add an optional **Header** with text, an image, or a video. - Write the **Body**. The body is required. - Add an optional **Footer**. - Add up to **three Quick reply buttons** or **two URL buttons**. - Add placeholders to personalize the message. 10. If you use placeholders, add an example for every placeholder. Meta uses these examples when reviewing the template. 11. Click **Save draft** to continue later, or **Send for review** to submit the template to Meta. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/create-and-use-custom-templates-with-whatsapp-business-image-kzq44oty.png) ## What happens after you submit the template After you click **Send for approval**, the template status changes from **Draft** to **In review**. Meta checks that the template follows WhatsApp policies and reviews its category, language, content, buttons, and placeholder examples. The review typically takes from **one minute to 48 hours**. You can’t edit the template while it has the **In review** status. If Meta approves the template, its status changes to **Approved**, and you can start sending it to clients. If Meta rejects the template, its status changes to **Rejected**. Hover over the status to see the rejection reason, correct the template, and submit it again. For tips on getting your template approved, see [Create and manage WhatsApp Business message templates](/resources/docs/manage-whatsapp-business-message-templates). ## How to send Custom templates Once approved, Custom templates can be sent from different places in Kommo: - **Chat inbox** — send a template manually during a conversation with a client. - **Salesbot** — Send a template automatically as part of an automated chat flow. - **Broadcasting** — Send a template to multiple clients at once. - **Kommo mobile app** — Send a template from your phone when you need to reply or follow up on the go. For step-by-step instructions, see the [Send templates with WhatsApp Business](/resources/docs/send-templates-with-whatsapp-business) article. ## Related - [Create and use chat templates](/create-and-use-chat-templates.md) - [WhatsApp Business overview](/whatsapp-business-overview.md) - [Manage Catalog templates with WhatsApp Business](/catalog-templates.md)