Each template in Campaigns > Message templates (opens Soosh in a new tab) shows a Status, a Quality rating and a category. Soosh only offers Approved templates when you pick one for a chat or a campaign.
The statuses
Section titled “The statuses”| Status | Badge | What it means |
|---|---|---|
| Draft | Grey | Saved in Soosh only. Meta hasn’t seen this version. A new template starts as a draft, and so does an approved, rejected or paused one after you save a change. |
| Pending | Amber | With Meta for review. Reviews usually finish within minutes and can take up to 24 hours. |
| Approved | Green | Meta approved it. |
| Rejected | Red | Meta refused it. The template’s page shows the reason, like Rejected by WhatsApp: invalid format, when Meta gives one. |
| Paused | Grey | Meta stopped an approved template because of low quality. |
| Disabled | Grey | Meta permanently stopped the template after repeated low quality. |
Other statuses from Meta
Section titled “Other statuses from Meta”Soosh shows any other status Meta reports in plain words, in a grey badge, for example Pending deletion or Deleted. A template in one of these statuses can’t be sent, edited or published from Soosh. You can still delete it.
What you can do in each status
Section titled “What you can do in each status”| Status | Send in chats and campaigns | Edit | Publish or republish |
|---|---|---|---|
| Draft | No | Yes | Publish for a template Meta hasn’t seen. Republish for one that was sent to Meta before. |
| Pending | No | No | No |
| Approved | Yes | Yes. Saving turns it into a Draft. | No, until you save a change. |
| Rejected | No | Yes, with no limit. Saving turns it into a Draft. | Republish, with or without a change. |
| Paused | No | Yes, with no limit. Saving turns it into a Draft. | Republish, once you save a change. |
| Disabled | No | No | No |
| Any other status | No | No | No |
Delete is available in every status. If the template exists on WhatsApp, Soosh deletes it there first. A template that a scheduled, running or paused campaign uses, or will send as its follow-up, can’t be deleted: cancel the campaign or wait for it to finish first. While a template is being deleted, no new campaign can use it; if WhatsApp refuses the delete, it can be used again.
Limits on editing an approved template
Section titled “Limits on editing an approved template”- Up to 10 edits in 30 days, and 1 edit in 24 hours.
- Each edit goes back to Meta for review, which can take up to 24 hours.
- You can change the body, header, footer and buttons.
- You can’t change the name, language or category.
How a status changes
Section titled “How a status changes”| Change | Caused by |
|---|---|
| Draft to Pending | You click Publish or Republish. |
| Pending to Approved, Rejected, Paused or Disabled | Meta reports its decision. Soosh updates the status without a refresh. |
| Approved, Rejected or Paused to Draft | You save a change to the template. |
| Rejected to Pending | You click Republish. |
| Draft (edited after a pause) to Pending | You click Republish. |
| Paused to Approved | Meta lifts the pause. |
| Any status to the status on WhatsApp | You click Sync from Meta. Soosh also adds templates created in WhatsApp Manager. |
Meta events that don’t change the status
Section titled “Meta events that don’t change the status”Meta also sends warnings that a template is flagged or locked. Soosh keeps the template’s current status for these.
Quality ratings
Section titled “Quality ratings”The Quality rating column shows how customers react to a template. Meta sets it and Soosh updates it when Meta reports a change.
| Rating | Badge | What it means |
|---|---|---|
| High | Green | Customers react well to the template. |
| Medium | Amber | Some customers block, report or ignore the template. |
| Low | Red | Many customers block, report or ignore the template. Meta can pause the template. |
| Unknown | Grey | Meta hasn’t rated the template yet. New templates start here. |
Categories
Section titled “Categories”The category tells Meta what kind of message the template is. It sets the price of each message. See Template categories.
| Category | Used for |
|---|---|
| Marketing | Promotions, offers |
| Utility | Order updates, account alerts |
| Authentication | One-time passwords, verification codes |
Meta can move a template to a different category. When it does, Soosh updates the Category column. You can’t change the category of an approved template.