---
title: "Authoring WhatsApp utility templates"
description: "Write WhatsApp utility templates for order updates and account notices, add variables and buttons, and submit each language for Meta review."
canonical: "https://bird.com/docs/guides/whatsapp/authoring-templates/utility"
---

# Authoring WhatsApp utility templates

Create a utility template for a specific transaction, account update, or customer request. This guide builds an order update with named variables and a tracking button.

## Before you start

Connect [your own number and WhatsApp Business Account](/docs/guides/whatsapp/numbers/connect). Utility template creation does not require the business verification used for authentication authoring.

Check that the message meets [Meta's utility category rules](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-categorization#utility-template-guidelines). It must be non-promotional and specific to the recipient's action or account, or essential to their safety or service. Include enough context to identify the order, booking, or interaction.

An order confirmation with an added discount or upsell is marketing. A survey tied to a completed order can be utility; a general request for feedback belongs in marketing. Use an [authentication template](/docs/guides/whatsapp/authoring-templates/authentication) for a verification code.

## Creating the template

1. Open [**Approved templates**](https://bird.com/dashboard/w/whatsapp/templates), select **New template**, then **Start from scratch**.
2. Choose **Utility**, the connected business account, a name, and the default language.
3. Select **Create template** to open the editor.

You can also choose **Start with a template** and duplicate an existing utility template. Select the languages you intend to maintain; the copy opens as a draft. See [Duplicating a template](/docs/guides/whatsapp/authoring-templates#duplicate-an-existing-template).

## Writing the message

1. Write the order update in **Message**. Use named variables for values that change between recipients, such as `{{order_id}}` and `{{delivery_date}}`.
2. Add an optional header or footer under **Components**. A media header needs a sample file for review. A location header receives its coordinates when you send the message.
3. Add a link button for tracking or a quick reply for a customer response. A personalized link uses a single `{{1}}` at the end of the URL.
4. Fill **Variable samples** with realistic example values. Check that the phone preview makes sense with those values, then select **Save as draft**.

![The Order update utility template in the dashboard, with English and Dutch languages and a phone preview showing Track order and Contact support buttons](/images/docs/dashboard-whatsapp-template-builder.png)

Keep enough fixed text around variables for Meta to understand the message. Avoid starting or ending the body with a variable. A message made mostly of placeholders can fail [Meta's template review](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-review).

Bird's utility editor supports text, image, video, document, and location headers. Animated GIF headers, coupon-code buttons, carousels, and maximum pricing belong to marketing authoring in Bird.

## Submitting and checking the category

1. Select **Submit for review**.
2. Check each language's review status and the category Meta assigned. Meta can approve promotional content as marketing even when you requested utility.
3. Once the language is available on the live version, [send a test message](/docs/api/reference/create-whatsapp-message) using your new template's slug and that approved language. Set `from` to a number on the same business account and `to` to your test recipient. Supply the body variables and any header or button parameters that language requires. Confirm the filled message and tracking destination.

If Meta assigns marketing, review the complete wording, media, and variable samples for promotional content. The language's Meta category determines its delivery pricing. If a language is rejected, read its error, correct the content on a fresh draft, and resubmit.

## Next steps

- [Authoring overview](/docs/guides/whatsapp/authoring-templates): shared draft and review workflow
- [Sending utility templates](/docs/guides/whatsapp/templates/utility): filling approved variables and sending a message
- [Template guidelines](/docs/knowledge-base/whatsapp/template-guidelines): content limits and rejection reasons
- [Template language API](/docs/api/reference/upsert-whatsapp-template-language): authoring through the API

## Related resources

- [Connecting WhatsApp to Bird: from buying a number to a live channel](/learn/whatsapp/connecting-whatsapp-to-bird) (video)
- [What is the 24-hour customer service window on WhatsApp?](/explained/whatsapp/what-is-the-24-hour-customer-service-window) (answer)
- [WhatsApp message builder](/tools/whatsapp-message-builder) (tool)
- [WhatsApp](/whatsapp-api) (product)

[Get an implementation brief](/learn/workspace?topic=whatsapp)