Meta approval doesn’t guarantee that Bloomreach can display or use a WhatsApp template. Unsupported buttons, editor-side validation, or a synchronization delay can prevent the template from appearing. Use the checks below before contacting Support.
Check the WhatsApp Business Account and sender
Confirm that:
Meta shows the template as Approved, not Pending.
The template belongs to the WhatsApp Business Account connected to your project. Compare it with a template that already appears in the project.
You’ve selected the intended sender and the Template message format in the WhatsApp node.
Check for unsupported buttons
For standard templates, the platform doesn’t support some buttons, including Call phone number and Copy offer code. These buttons can prevent an approved template from appearing in the platform.
Open the missing template in Meta and review its buttons. If it contains an unsupported button, create a version without that button and submit it for approval. Then, check whether the approved version appears in the platform.
Button support differs for carousel templates. For details, see the WhatsApp messages documentation.
Allow time for the template to appear.
An approved template may not appear in the platform immediately. If Meta recently approved the template, wait and check the Selected template dropdown again.
If the template remains missing, check the WhatsApp Business Account and buttons before contacting Support.
Compare the template with a working template
Compare the missing template with an approved template that already appears in the same project. You can also test a simple approved template without extra buttons or optional features.
If the simple template appears, compare its content and buttons with the missing template. This comparison can help identify the component that needs investigation.
Contact Support if the template is still missing
Provide the following details:
The template name and a screenshot from Meta showing its approved status.
Screenshots of the missing template’s content and buttons in Meta.
A screenshot of the Selected template dropdown in the WhatsApp node.
A link to the affected project or scenario.