Managing Message Templates in Vault CRM
Business admin users must data load message templates into Vault CRM for end users to sync to their devices. There are two types of message templates available for WhatsApp Business Messaging:
- Meta message templates – Message templates approved by Meta and used to start or restart conversations with HCPs. Ensure these message templates are created in the appropriate WhatsApp Business Accounts and approved by Meta. See Create Message Templates for Your WhatsApp Business Account in Meta's documentation and Requirements for Meta-Approved Message Templates below for more information.
- Veeva message templates – Custom message templates end users can send during the rolling 24-hour customer service window. These can be managed in Vault CRM or PromoMats/MedComms.
With the 25R2.0 release, business admin users can set up WhatsApp Business Accounts and message templates, but end users cannot send and receive messages. End user functionality for WhatsApp Business Messaging will be available in 25R2.2.
Who can use this feature?
- Browser Users
- Users do not require an additional license
- Business Admin Users
Configuring Message Templates for

To configure this feature:
- Ensure Configuring WhatsApp Business Messaging in Vault CRM is complete.
- Ensure Using Message Templates When Sharing Web Links is configured.
Requirements for Meta Message Templates for

When creating a message template in Meta, ensure Default is selected on the setup screen. Only Default Meta message templates are supported in Vault CRM.
When selecting the language for a message template, the language must match one of the following languages supported in Vault CRM:
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For example, when creating a message template in English, you must select English (US).
Data Loading Message Templates as

Business admins can data load Meta and Veeva message templates in Vault CRM as Message Template (message_template__v) records using the Vault Loader.
Veeva message templates can also be created in PromoMats/MedComms and synced to Vault CRM. See Using Message Templates When Sharing Web Links for more information.
Data Loading Meta Message Templates
Business admin users must only data load approved Meta message templates to maintain compliance with Meta’s regulations. Each record for an approved Meta message template includes the following information in Vault CRM:
- Message Template Name (must match the name of the message template created in Meta)
- Message Template Type – Utility or Marketing
- Message Template Status – Staged, Approved, or Expired
- WhatsApp Body Text – The message text, including placeholders
- WhatsApp Body Placeholder – The fields referenced by the placeholders in the WhatsApp Body Text field using the format {{ObjectAPIName.FieldAPIName}}. Placeholder values can reference the following:
- Fields on the Account, User, and User Detail objects
- The Subscribe Keyword and Unsubscribe Keyword fields from the Consent Type object. Used in message templates sent to HCPs to confirm consent. See Defining Subscribe and Unsubscribe Keywords for more information.
- Category:
- Conversation Starter – Used to start a conversation
- Restart Conversation – Used to restart a conversation if it ended in the last 24 hours
- Close Conversation – Used to end a conversation
- Custom category – Custom categories to assign to message templates
Business admin users must manually expire Meta message templates that are no longer approved by Meta.
Optional fields include:
- WhatsApp Header Placeholder – Text formatted as a JSON object defining the values for the placeholders in the WhatsApp Header Text field
- WhatsApp Header Text – The header text, including any placeholders
- WhatsApp Header Type – Value must be Text
- WhatsApp Footer Text – The footer text. Placeholders are not supported.
- WhatsApp Button Placeholder – Text formatted as a JSON object defining the values for the placeholders in the WhatsApp Button Text field
- WhatsApp Button Text – The text for the button, including any placeholders
- WhatsApp Button Type – Call to Action - Visit Website (cta_visit_website__v) or Call to Action - Call Phone Number (cta_call_phone_number__v)
- WhatsApp Button Value – The website to visit or phone number to call
Business admins can define up to three buttons in a message template, including up to two Visit Website buttons and one Call Phone Number button.
The following table illustrates how a message template is defined and displayed:
Field |
Field Value |
Final Text |
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WhatsApp Header Text |
Hello from Verteo! |
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WhatsApp Header Type |
Text |
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WhatsApp Body Text |
Hi {{1}}, I am {{2}}, your Sales Rep for Verteo Inc. Please let me know if I can assist you. |
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WhatsApp Body Placeholder |
{ "{{1}}":"{{account__v.name__v}}", "{{2}}":"{{user__sys.name__v}}" } |
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WhatsApp Footer Text |
Content meant for USA recipients only. |
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WhatsApp Button 1 Text |
Visit Website |
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WhatsApp Button 1 Type |
Call to Action - Visit Website |
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WhatsApp Button 1 Value |
https://verteo.com/index.html |
Data Loading Veeva Message Templates
When data loading Veeva message templates in Vault CRM, include the following information in each Message Template record:
- Message Template Name
- Message Template Type
- Message Template Text
- Message Template Status
- Language
- Category (optional)
Associating Message Templates with WhatsApp Business Accounts as

After data loading Meta message templates into Vault CRM, business admins must associate them with the appropriate WhatsApp Business Account. This ensures each Meta message template is only available for the appropriate WhatsApp Business Accounts and end users. To associate a Meta message template with a specific WhatsApp Business Account:
- Navigate to Business Admin > Objects > Message Template Business Accounts.
- Create a Message Template Business Account (message_template_business_account__v) record with the WhatsApp (whatsapp__v) object type.
- Populate the following fields:
- Message Template – References the appropriate Message Template record for a Meta message template
- Messaging Business Account – References the Messaging Business Account record for the appropriate WhatsApp Business Account
- Select Save.
Considerations
End users can select message templates when sending web links for CLM content during the 24-hour customer service window, which are different from Meta-approved message templates. See Using Message Templates When Sharing Web Links for more information.