WhatsApp templates and order updates

Create the order update templates#

1. Open Settings › Messenger and WhatsApp, tab WhatsApp templates.
2. Select Create order update templates. Kartlo sends three utility templates to Meta: order confirmed, order shipped and order delivered.
3. Meta reviews them, usually within 24 hours. The status changes from In review to Approved on its own; Refresh status checks right away.

Your own templates#

Select New template, give it a name in lowercase with underscores, pick English or Arabic and a category, and write the message. Use {{1}}, {{2}} for the parts that change and give Meta an example for each. A placeholder cannot start or end the message.

How order updates reach shoppers#

Once a payment method is on your WhatsApp account and at least one order template is approved, checkout shows the box Send me updates about this order on WhatsApp under the phone number. It is off until the shopper ticks it.

For those orders Kartlo sends the matching template when the order is confirmed, shipped and delivered, at the same moment as the order emails. If Meta is busy, Kartlo tries again for up to about 5 hours. Each update also appears in the chat in Messages.