Import approved WhatsApp templates into Naffes CRM
An approved template is the only message WhatsApp delivers to a customer who has not written to you in the last 24 hours. Naffes CRM does not write or submit templates; you get them approved in Twilio and import them here, so reps can use them in conversations, campaigns and automations.
Where templates are written and approved
A template goes through three stops. You write it in Twilio's Content Template Builder with a name, category, language, body and variables. Meta reviews it. Once approved, Twilio issues a Content SID that starts with HX, and that SID is what Naffes needs. Twilio's documentation notes that a submitted template cannot be edited, so wording changes mean creating a new template.
Saving a row on the WhatsApp Templates screen submits nothing to Meta. Approval happens in Twilio only.
Import your templates
Get the template approved in Twilio
Create it in the Content Template Builder and wait for Meta's approval. The templates screen has an “Open Twilio Content Template Builder” button that takes you there.
Open the templates screen in Naffes
Go to Settings → Integrations → Channels → WhatsApp Templates. You need workspace-admin rights.
Import every approved template
Click Sync from Twilio. The result reads like “3 new, 1 updated, 2 skipped as not approved”; skipped templates are the ones Meta has not approved yet.
Or register a single template
Click Add template and fill in the name reps will see, the Content SID (starts with HX), the language tag it was approved under (such as ar or en_US), the category, the optional approved body, and each variable with a sample value.
Deactivate what reps should not use
Use Deactivate to hide a template, for example an expired seasonal offer, without deleting it.
Where your team uses templates
| Where | Example |
|---|---|
| A conversation in the inbox | A lead asked for pricing two days ago and went silent; the rep picks a “quote follow-up” template and fills in the name |
| A contact's record | Sending an appointment reminder straight from the customer's page |
| WhatsApp broadcast campaigns | Each campaign variant is an approved template plus its variables |
| Workflows | A “send approved WhatsApp template” step when a deal changes stage |
| Sales sequences | A WhatsApp template step inside a follow-up sequence |
See campaigns and automation for the details of each.
Troubleshooting
- “Could not import from Twilio”: check that the workspace's Twilio credentials are saved and correct.
- A template is missing after import: Meta has probably not approved it, so it was skipped. Sync again once Twilio shows it as approved.
- Sends fail with error 63021: WhatsApp rejected the content because the variables or body do not match the approved version. Check the number and order of variables on the template row.
- A variable name is refused: the name is a technical identifier; use Latin letters, digits, spaces, _ or - only, up to 60 characters; Arabic letters are refused here, though the template text itself can be Arabic.
Questions
Questions 2
Can I write a new template and submit it to Meta from Naffes?
No. Writing and submitting happen in Twilio's Content Template Builder; Naffes only imports templates that are already approved.
Does every rep need to import templates?
No. An admin imports them once and they are available to everyone sending from the workspace, unless deactivated.