Property administrators and other staff with guest messaging permissions create messaging templates in Mews, in the Guest messenger settings, when they want to reach guests on WhatsApp or save time replying on other channels. You can access templates on the Templates tab of the Guest messenger settings.

 

What a messaging template does:

 

A messaging template is a reusable message you create once and send to guests whenever you need it. On WhatsApp, you can only start a conversation with a guest using an approved template. This means creating templates ahead of time lets your team message guests quickly and consistently.

 

In this article, you can learn about:

• How to create a guest messaging template

  • Create a template

  • Add variables to your message

  • Review and submit your template for approval

  • Add your template in another language

  • Check the approval status

 

How to create a guest messaging template

Create a template

Before you start, make sure you have connected WhatsApp Business to your property. See How to activate a guest messaging channel in Mews Operations

1. In Mews Operations, go to the main menu  > Guest messenger.

2. Click Settings in the top right of the Chats page.

3. Open the Templates tab.

4. Click Create template.

5. Enter a Template name so your team can tell what the template is for at a glance.

   Note: Mews saves the name in lowercase with underscores in place of spaces. For example, “My marketing template” becomes my_marketing_template.

6. Review the Language. Templates are created in your property's default language first, so you cannot change this field. You add other languages after you submit the template.

7. Select a Category:

   • Utility: for confirmation details, check-in or check-out steps, and reminders.

   • Marketing: for promotions, offers, or upsells.

8. Click Next: Message.

Note: Choose the category that best fits your message. WhatsApp reviews your template and can reject it if the category doesn't match, or assign a different category. WhatsApp has the final say.

 

Add variables to your message

1. In the Message body field, type your message.

2. To personalize the message, click Insert variable and select one of the following. Mews replaces each variable with the guest's own details when the message is sent.

   • Guest name: {{guestName}}

   • Property name: {{enterpriseName}}

   • Space name: {{spaceName}}

   • Space directions: {{spaceDirections}}

   • Booking / portal link: {{guestPortalLink}}

3. Click Next: Review.

Note: The Check-in date variable is coming soon and isn't available yet.

 

Review and submit your template for approval

1. On the review screen, check the preview of your message. The preview shows your property name and the message as a guest will see it on WhatsApp.

   Note: The preview is a sample. The wording a guest receives depends on their reservation and your configuration in Mews.

2. If you need to make changes, click Back.

3. When you are happy with the template, click Submit for approval.

Mews sends your template to Meta for approval. A Created confirmation appears, followed by a prompt to create the same template in another language.

 

Add your template in another language

If your guests speak different languages, you can create the same template in other languages so each guest receives the message in their own.

1. When prompted Would you like to create the same template in another language?, click Yes. If you click No, you can add a language later.

2. In Add another language, select a Language from the list. The template name stays the same, only the language changes.

3. Click Next: Message, then enter the translated message and submit it for approval, as you did for the first language.

 

Check the approval status

After you submit a template, it appears on the Templates tab. Templates with more than one language are grouped under a single name. Click the arrow next to the name to see each language version.

Each version shows its Status, Category, and when it was Last updated. While Meta reviews a template, its status is Pending approval.

 

 

You can now create templates for your property, submit them to Meta for approval, and add them in the languages your guests speak. This means your team can open a WhatsApp conversation with a guest whenever they need to, using wording you have already agreed on.