WhatsApp Templates

Message templates are the approved messages Infynia uses for all automated sending: cart recovery, payment recovery, order notices (paid, shipped, out for delivery and delivered), follow-ups, lead forms and campaign broadcasts. You create and manage them on the WhatsApp Templates page (in the GROW SALES menu).

Create a template

Click Create Template. You can start in two ways:

Template catalog — ready-made messages for each automation type (for example, help finishing the purchase, help with a pending Pix, payment confirmation or order shipped). Filter by Automation type, click Use and edit and adjust the text before submitting it for approval. You can go back to the catalog at any time with Browse catalog.
Create from scratch — a blank template.

The form has a live WhatsApp-style preview (click Preview message) and a built-in video tutorial. Fill it in, in this order:

WhatsApp number — shown if you have more than one number connected. The template is created on, and sent from, that number.
Template settings:
- Template Name — lowercase letters, numbers and hyphens only (e.g. abandoned-cart). The field auto-formats the text.
- Language — Portuguese, English or Spanish.
- Category — Marketing, Utility or Authentication (see below).
- Automation type — where the template will be used (see the list below). This choice controls which variables are available.
Template Content — the text, with variables and emojis.
Media and buttons (optional) — a header media and buttons.

Click Submit for approval. The template goes to WhatsApp for review and shows as Pending. Creating a template doesn’t turn on any automation: once it’s approved, pick it in Automations or in a broadcast.

Automation types

Automation type	Where it’s used
Abandoned Cart, PIX, Credit Card	First message and reminders of the recovery automations.
Order Paid, Order Shipped, Out for delivery, Order Delivered	After-purchase automations.
Campaign Dispatch	Mass broadcasts.
Lead form	Messages sent to people who fill in a lead form.
Deal (CRM)	CRM-mode accounts.
No type (not used in campaigns)	Templates with no defined use.

Category	What it’s for
Marketing	Promotions, offers, re-engagement and campaign broadcasts.
Utility	Transaction updates the customer expects — order confirmed, payment, shipping.
Authentication	One-time verification codes. No media and no normal buttons.

Variables

Variables are dynamic placeholders inserted as “chips” in the text (click Insert Variables). They auto-fill with the customer’s real data when the message is sent; the preview shows sample data. Which ones are available depends on the Automation type:

Name, Store Name and Agent Name — in practically every type.
Cart Value and Cart Items — in types tied to a cart or order.
Order Number — in types with an order (not available for abandoned cart).
Tracking URL and Tracking Code — in Order Shipped and Out for delivery.
PIX Code (copy & paste) and PIX payment link — in PIX, when your checkout provides that data.
Open field — in Campaign Dispatch, a per-contact text that comes from your spreadsheet (see Broadcasts).
Checkout URL — a special link to use in a button, taking each customer to their own checkout.

Lead form and Deal (CRM) templates have no cart behind them, so they only offer the name variables. Unknown variables are rejected.

Header media

Optional. You can add:

Image — JPG or PNG, up to 5 MB.
Video — MP4 or 3GP, up to 16 MB. Phone-recorded videos are accepted and converted for you.

Media is not allowed on Authentication templates.

Buttons

Optional. The two families can’t be mixed in the same template:

Quick Reply — up to 3 buttons the customer taps to send a canned reply.
Call to action — up to 2 total, either a phone-number button (tap to call) or a URL button (tap to open a link). A URL button can use the dynamic checkout link, so each customer goes to their own checkout.

Each button’s text can be up to 20 characters.

Finding and tracking your templates

The page first shows the Automations section, with the templates linked to some automation step, and then All templates. To find a template, use:

the search by name or message;
the Automation, Approval and Usage filters (In an active automation, Only inactive automations or No automation link);
More filters, with Category and WhatsApp number;
the Current and Archived tabs.

Each template shows its category, type, the number it’s sent from and its Automation uses — click View automations to see which steps use it and jump straight to the automation. The result columns show sends and conversions (Sent / Recov.), Recovery rate and Response rate. Only sends accepted by WhatsApp count; failed attempts are left out.

Edit, delete and sync

Open a template and click Edit. WhatsApp doesn’t allow changing the wording, language, category, name, media or buttons once a template exists. So editing only lets you change the Automation type.

Delete can’t be undone.
Sync from WhatsApp pulls the latest approval status and also brings in templates created directly in your WhatsApp account.
Retired templates that already sent messages appear under the Archived tab (read-only), so their stats stay visible. If the template still exists in your WhatsApp account, you can bring it back with Restore.

Tracked copy for broadcasts

Templates with a fixed link button don’t support the link tracking used by broadcasts. In that case, opening the template shows the Create tracked copy option: it creates a new template with dynamic links, so each broadcast uses its own tracking. The copy needs Meta’s approval before it can be used.

Template status

The flow is: Pending → Approved or Rejected.

Common rejection causes and how to fix them:

Reason	How to fix
Wrong category	Recreate the template under the right category.
Promotional, “spammy” or misleading wording	Soften the wording; no aggressive sales language.
Formatting problems	Fix broken or empty variables, don’t start or end with a variable, remove leftover placeholder text, and avoid too many emojis.
Suspicious or unrelated links	Use clear links that relate to your business.

Because the wording can’t be edited once created, the fix is always to create a new, corrected template.

The 24-hour window vs templates

When a customer messages you, a 24-hour window opens during which you can reply with any free text. Outside that window — to start a fresh conversation or re-engage someone who hasn’t written in a while — you must use an approved template. That’s why recovery and follow-up messages are templates.

The window applies to the pair WhatsApp number + customer: if the customer wrote to the same number in the last 24 hours, the window is open in any conversation with them on that number.

The messaging limit

Your WhatsApp account can start only a limited number of new conversations every 24 hours. New accounts start with a smaller limit that grows automatically as you send good-quality messages people don’t block or report.

Number quality and health

Meta rates your number’s quality as Good, Medium or Poor, based on how customers react to your messages. Blocks and reports hurt this rating.

Good quality keeps your allowance growing.
Repeated poor quality can shrink your allowance or get the number flagged.

To protect your number:

Message only people who expect to hear from you.
Keep messages relevant.
Don’t over-send.
Make opt-out easy.