Rejections
If your template(s) have been rejected, it may have been for one of the following reasons.
The message template(s) are considered promotional
Advertising, marketing, or promotional messages are not permitted. Some examples of this include the following:
- Offering coupon codes and/or free gifts
- Upselling
For example: “Here is your boarding pass, with seat assignment and gate information. If you would like to save 10% on your in-flight dinner, order your meal through our app.”
- Cold call messages
For example: “Is now a good time to talk?”, “Thank you for your interest, can we speak now?”, “I tried contacting you but you weren't available. When are you free?”, etc.
- Sending a survey or poll to collect data
For example: “Hi, we're interested in knowing how you feel about certain food groups. Do you mind participating in a survey?”
- Inclusion of certain words or phrases that make the message template promotional (even though the content of your template may be fine)
Tip: Think about how your template sounds when read out loud.
We do not approve message templates with floating parameters (i.e., lines with just parameters and no text). In the below example, we're referring to {{3}} and {{4}} as the floating parameters.
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TICKET NO: {{1}}
PASSENGER NAME: *{{2}}*
--
{{3}} - {{4}}
Tip: Surround the parameters with textual information so it's clear what will be inserted.
Formatting is incorrect
Some examples of this include the following:
- Message templates with spelling mistakes will be rejected.
- Make sure to use parameters like
{{1}}, {{2}}, etc. and include the correct number of curly brackets (i.e., 2 on the left side of the number and 2 on the right side of the number).
You can find out more out more about formatting in the Creating Message Templates documentation.
Templates contain potentially abusive or threatening content
Some examples of this include the following:
- Message templates that threaten customers with a legal course of action will be rejected.
- Message templates that threaten to add customers to a WhatsApp group with their friends and family to shame them if they don't pay back their loans will be rejected.
