Templates are pre-approved message formats you use to start conversations with customers. Creating one is a two-step process: first you fill in the template details, then you build the message content.

Step 1: Open the Template Builder  

In the left sidebar, select Tools, then select Templates. On the Templates page, select Create template.

Step 2: Fill in Template Details  

The first screen has four fields. Fill them all in, then select Continue.

1. Template name - A label you use to find this template later. Your customers never see it.

2. Category - Choose one of three:

• Promotional: offers, announcements, campaigns

• Transactional: order updates, confirmations, alerts triggered by a customer action

• Authentication: OTPs and login codes

→ Message Template Types: Promotional, Transactional, Authentication explains the differences and what each category allows.

3. Description for reviewers - Minimum 30 characters. This is your explanation to the review team: who receives this message, what triggers it, and what the customer is expected to do. A clear description speeds up approval. Example: "Sent to a customer when their order ships, with the tracking link, triggered by our warehouse system."

4. Associated business - The template belongs to one business. Every number under that business can use it.

Step 3: Build Your Message Content  

The second screen is where you write the actual message. As you work, a live preview on the right updates in real time, showing exactly how the message will look on the customer's device.

The main text of your message. This is the only field you must fill in.

Formatting - The body supports inline styling using simple markers:

Dynamic variables - Use double curly brackets to create placeholders that get filled with real data at send time:

Hi {{customer_name}}, your order #{{order_id}} shipped on {{shipping_date}}. Track it here: {{tracking_link}}

Every variable needs a sample value before you can submit. Your reviewer sees the message with those samples filled in, so use realistic values: Priya for a customer name, ORD-48210 for an order ID.

A short line of text that appears above the body. Supports the same inline formatting as the body.

Small text that appears below the body. Often used for opt-out notices or disclaimers. Supports the same inline formatting.

Attach one file to the template:

The file you upload here is sample data for the reviewer. It is not necessarily the file your customers receive. At send time you can supply a different file and it will replace the sample. If you have multiple language versions, each can have its own media file; a version with no file of its own falls back to the default.

Select Add button to add up to three buttons. Each label is limited to 32 characters.

On the left side of this screen, you can select additional languages for the template. Each language gets its own version of the content and goes through its own approval cycle independently.

→ How to Add Languages to a Template

Step 4: Submit  

When the preview looks right and all required fields are filled, select Create template. The template is submitted for review.

Arattai's team reviews it and you will hear back within 1 to 3 working days. In the meantime, you can continue setting up your account. You do not need to wait before creating more templates.

→ How to Get a Template Approved

Related Articles

• How to Get a Template Approved

• How to Add Languages to a Template

• Template Guidelines: What Gets Your Template Rejected