---
title: "Create and use Carousel templates with WhatsApp Business"
slug: "manage-carousel-templates-with-whatsapp-business"
description: "Learn how Carousel templates work, how clients interact with them, and how to create them in Kommo. "
status: "update"
updated: 2026-08-03T10:48:32Z
published: 2026-08-03T10:48:32Z
canonical: "support.kommo.com/manage-carousel-templates-with-whatsapp-business"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.kommo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create and use Carousel templates with WhatsApp Business

> [!NOTE]
> **What you’ll need:**
> 
> - **Any Kommo plan** or an active **14-day trial** to create Carousel templates and send them manually through Chat inbox or the Kommo mobile app.
> - The **Advanced plan or above**, or an active **14-day trial**, to send Carousel templates through Salesbot or Broadcasting.
> - 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).
> - To send chargeable template messages, add a payment method to your WhatsApp Business account in Meta. [Learn how to add one](https://www.facebook.com/business/help/488291839463771).
> 
> **Keep in mind:**
> 
> - Only **Admins** can create, edit, or delete templates in Kommo.
> - Carousel templates are available only in the **Marketing** category.
> - The template must have the **Approved** status before you can send it.
> - Clients must have agreed to receive WhatsApp messages from your business.
> - Meta may charge for WhatsApp template messages. Learn more about pricing rules in [this article](https://kommo.document360.io/docs/updated-pricing-rules-for-whatsapp-business).
> - Carousel templates work only through WhatsApp. If you send one through another channel, only the main message is sent without the cards.

Carousel templates are interactive WhatsApp Marketing templates that combine a main message with a row of cards clients can swipe through.

Each card can highlight a different product, service, package, location, event, or offer. It can include:

- An image or video
- Card text
- Quick reply or URL buttons

Carousel templates let you present several related options in one message. Each option has its own card and action, making it easier for clients to browse and compare them.

Unlike Catalog templates, Carousel templates do not use products from your connected WhatsApp catalog. You add the media, card text, and buttons to each card manually.

Once Meta approves the template, you can use it to start a conversation, continue messaging after the 24-hour customer service window closes, or send a WhatsApp marketing campaign. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-carousel-templates-with-whatsapp-business-image-axu0n67s.png)

To compare Carousel templates with other formats, see the [WhatsApp templates overview](https://docs.google.com/document/d/1xtdn1ztHEaZXGhjINnNZssnpkm5OD6o6AHrSLZaJuz0/edit?tab=t.0).

## Use cases

- **Highlight multiple options** — Show up to 10 products, services, packages, locations, events, or offers in one message.
- **Present service packages** — Show different options side by side so clients can compare them more easily.
- **Support marketing campaigns** — Promote seasonal offers, new launches, or featured collections.
- **Encourage interaction** — Add Quick reply buttons so clients can respond without typing.

## How Carousel templates are structured

A Carousel template consists of a main message followed by a row of cards that clients can swipe through.

### Main message

The main message appears above the cards and introduces the content of the Carousel. Use it to explain what clients can view or choose from.

### Carousel cards

Each card must include:

- A media header with an image or video
- Body text
- At least one button

**All cards in the same template must follow the same structure**. They must use the same media format, button type, and number of buttons.

However, the content of each card can be different. You can use different media files, body text, button labels, and URL destinations to present separate products, services, offers, or other options.

For example, if the first card uses an image and two URL buttons, every card must use an image and two URL buttons. The images, body text, button labels, and URL destinations can still differ.

### Carousel template limitations

| **Limitation** | **Details** |
| --- | --- |
| Number of cards | A Carousel template must include at least 1 card and can include up to 10 cards. |
| Required card components | Each card must include a media header, body text, and at least one button. The media header can contain an image or video. |
| Buttons | Each card can include up to 2 buttons. Both buttons must be the same type. Kommo currently supports Quick reply and URL buttons. |
| Consistent card structure | All cards must use the same media header format and the same number and type of buttons. For example, if one card uses an image header and two URL buttons, every card must use an image header and two URL buttons. |
| Card text | Card body text can contain up to 160 characters. |
| Media size | Images can be up to 5 MB. Videos can be up to 16 MB. |

## How clients interact with Carousel templates

Clients can:

- Swipe through the cards
- Tap a URL button to open a website or product page
- Tap a Quick reply button to send a prepared response
- Reply to the main message
- Reply to a specific card

## How responses appear in Kommo

Client responses appear in the lead chat in Kommo.

- Replies to a specific card appear as regular incoming messages.
- Quick reply responses and replies to the main message appear as replies to the entire Carousel template. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-carousel-templates-with-whatsapp-business-image-wrp93wzz.png)

> [!NOTE]
> **Note:** Kommo does not currently show which card’s Quick reply button the client tapped. Any available performance data applies to the Carousel template as a whole, not to individual cards.

## Create a Carousel template in Kommo

Before creating the template, plan the structure of your cards. All cards must use the same media format, button type, and number of buttons.

Adding or deleting a button updates every card. Changing the media header type also applies to every card and may remove media you already uploaded.

**Choose the template type**

1. Go to **Automations → Templates → Chat templates**.
2. Click **+ New template**. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-carousel-templates-with-whatsapp-business-image-nsg0mutv.png)
3. Select **WhatsApp template**.
4. Open the **Marketing** tab.
5. Select **Carousel**, then click **Next**. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-carousel-templates-with-whatsapp-business-image-njutt358.png)

**Set up the template**

1. Review the automatically generated template name and edit it if needed.
2. Select the **WABA ID** for the WhatsApp Business Account that will use the template.
3. Select the template **language**. Make sure the selected language matches the template content. Otherwise, Meta may reject the template.
4. Enter the **main message** that will appear above the cards. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-carousel-templates-with-whatsapp-business-image-txs6a0wi.png)
5. Add **placeholders** to personalize the message with information from a lead, contact, or company card. Include an example for every placeholder. Meta uses these examples when reviewing the template. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-carousel-templates-with-whatsapp-business-image-puhpyw4i.png)

### **Set up the cards**

1. Set up the first card:
  - Upload an image or video.
  - Enter the card text.
  - Add a **Quick reply** or **URL** button.
  - Add a second button if needed.
2. Click the **+** button to add another card.
3. Add the media, card text, and button details to each card. Make sure all cards use the same media format, button type, and number of buttons. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-carousel-templates-with-whatsapp-business-image-xwko6ar1.png)

### **Save or submit the template**

1. Review the template and cards.
2. Click:
  - **Save draft** to continue working on the template later.
  - **Send for review** to submit the template to Meta. ![](https://cdn.document360.io/56933ead-06fc-4574-95de-8fa458a5db1d/Images/Documentation/manage-carousel-templates-with-whatsapp-business-image-s0ltaduk.png)

**Before submitting the template, review the preview and make sure**:

- The main message clearly introduces the cards.
- Each card is easy to understand on its own.
- Button labels clearly explain what happens when clients tap them.
- All links open the correct page.
- Every placeholder has an example.
- All cards follow the same structure.

## 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 reason, correct the template, and submit it again.

For tips on getting your template approved, see [Help Meta approve your template](/resources/docs/manage-whatsapp-business-message-templates#help-meta-approve-your-template).

## How to send Carousel templates

Once approved, Carousel 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 a 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 [Send templates with WhatsApp Business](/resources/docs/send-templates-with-whatsapp-business).