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

# WhatsApp message templates

Message templates are pre-approved messages you use to start or re-open a conversation on WhatsApp. Meta reviews every template before you can send it. This guide explains why templates exist, how they are categorized and priced, and how to create them.

## Why templates are required

WhatsApp limits when a business can message a customer. The key concept is the **24-hour customer service window**.

* When a customer sends you a message, a 24-hour window opens. Inside that window your agent can reply with free-form messages (text, media, interactive messages) at no Meta messaging charge.
* Once 24 hours pass without a new message from the customer, the window closes. You can no longer send free-form messages.
* To reach a customer outside the window, or to start a brand-new conversation, you must send an **approved template**. Sending a template re-opens the conversation.

<Info>
  Templates protect customers from spam. Because anyone could otherwise message at any time, Meta requires that the first message outside an open window follow a format it has reviewed and approved.
</Info>

## Template categories

Every template belongs to one of three categories: Marketing, Utility, or Authentication. The category affects how Meta reviews the template and how much each message costs.

| Category           | Use it for                                                                        |
| ------------------ | --------------------------------------------------------------------------------- |
| **Marketing**      | Promotions, offers, announcements, re-engagement                                  |
| **Utility**        | Order updates, appointment reminders, account notifications tied to a transaction |
| **Authentication** | One-time passcodes and verification codes                                         |

Nexor submits every template as **Utility** by default. When Meta reviews a template, it can reclassify it into whichever category it considers correct, and that changes how the template is billed.

<Tip>
  Utility templates are the safest choice: they are cheaper and more reliable, and they don't get blocked. Marketing templates cost more, and Meta can block them, so they may never reach the customer.
</Tip>

<Note>
  Meta bills template messages directly to your WhatsApp Business Account (WABA) payment method. These charges are separate from your Nexor plan. See [Meta's pricing](https://developers.facebook.com/docs/whatsapp/pricing) for current rates.
</Note>

## Creating templates

Create templates in Nexor under **Integrations → WhatsApp → Templates**, or from **Channels** in an agent's settings via **Manage templates**. Choose the type and category, configure the content and example values, then submit for Meta review. All reviews are performed by Meta.

<Note>
  This guide is adapted from the [Kapso documentation](https://docs.kapso.ai/docs/whatsapp/templates/lifecycle). Nexor uses Kapso as its WhatsApp infrastructure provider — credit and thanks to the Kapso team.
</Note>