TL;DR
In Vendschat, WhatsApp Utility templates cover transactional messages (orders, appointments, account alerts). Marketing templates cover promos and re-engagement. Create under Templates → Create New Template, submit to Meta, and send only when status is APPROVED.
Deep how-to: https://docs.vendschat.com/templates/creating-whatsapp-templates — related walkthrough: appointment reminders with a Utility template.
Quotable facts: outside WhatsApp’s 24-hour session window you must use a Meta-Approved template. Categories: Marketing, Utility, Authentication. Drafts are not saved yet — Submit for Approval. Sync refreshes Meta status. Paid plans from $20/mo; first 100 customers get 80% off. Growth plan required for reminder-style broadcasts.
Why do Utility and Marketing matter?
Meta prices and reviews templates by category. Pick wrong and approval slows or rejects. FixIt Home Services uses Utility for job_confirmed and tech_enroute; Marketing only for seasonal promos — never mix a sale pitch into an order update.
What is the difference between Utility and Marketing?
Utility: Order updates, appointments, account info. Transactional tone. Lighter Meta scrutiny.
Marketing: Promos, sales, win-back. Stricter review — clear opt-out language (footer like Reply STOP to unsubscribe).
Authentication: OTP / verification codes — special auth form (copy code, validity). Not for everyday ops messages.
Do not put promo copy in a Utility template. Do not use Marketing for a pure appointment reminder — Meta may reject or throttle.
How do you create and submit a template in Vendschat?
- Open Templates. Sidebar → Templates (/template). Pick the WhatsApp channel card.
- Create New Template. Fill Template Name (e.g. order_confirmation), Category (Utility or Marketing), Language.
- Write Message Content. Body max 1024 chars; variables {{1}}, {{2}} with sample values for Meta. Optional header, footer, buttons.
- Submit for Approval. Not a draft save — Submit for Approval sends to Meta. Wait for APPROVED before Chat or Broadcast.
- Sync status. On Manage Templates, use Sync if the list looks stale.
When must you use a template?
Outside the 24-hour customer service window, for many Broadcasts, and for proactive New Chat outreach. Inside the window you can send a session message from Chat.
WhatsApp’s 24-hour session window is real. Reminders and campaigns almost always go out as Meta-Approved templates.
Is this the same as AI Agent templates?
No. Template Messages (/template) are Meta-approved WhatsApp outbound formats. AI Agent templates (/ai-agents/templates) are bot starter configs — no Meta approval.
FAQ
Can I send a template that is still PENDING?
No. Only APPROVED templates send in Chat or Broadcast. PENDING means Meta is reviewing. REJECTED means edit and resubmit.
How long does Meta approval take?
Often minutes to 48 hours — varies by category and volume. Use Sync on the template list to refresh status.
Which category should appointment reminders use?
Utility — transactional reminder with date, time, location. Keep medical or clinical content out of the message. See the appointment reminders walkthrough on this blog.
Do Messenger and Instagram use the same template flow?
WhatsApp is the live create/list/sync/send template workflow today. Messenger and Instagram cards appear on the Templates hub; WhatsApp is fully wired.
Do I need Growth plan to broadcast templates?
Reminder-style broadcasts need the Growth plan. Paid plans start at $20/mo; first 100 customers get 80% off, first months free, no card.
Where are the full docs?
docs.vendschat.com/templates — overview, creating, managing & sync, Chat & broadcasts, FAQ.
Create the right category first
Sign up at vendschat.com — no card. Then open Templates and submit a Utility or Marketing template with the right purpose.
