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Who can use this?
  • Owners, Admins, and roles with WhatsApp Templates access.
  • A connected WhatsApp channel is required.
Use Custom utility when the message is tied to something the customer already did: an order, an appointment, a delivery. Do not put a discount, a sale, or “limited time” copy here. Meta will reject it, or recategorise it as Marketing and bill it that way. Skip Coupon code. You do not need a STOP footer.

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Plan Availability

Available on all Gallabox plans. Billed as a Utility template. What is free or charged depends on the 24-hour window and the October 1, 2026 change. See WhatsApp pricing.

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Create the template

Go to WhatsApp → Templates, click Create New Template, and pick Custom utility. Name it, pick the Channel and Language. Write the Message body. Add a header or buttons if you need them. Run Smart check, then click Submit for approval. The editor is the same screen as Custom marketing. Use that page for header options, buttons, and variables. For a location pin, see Location header. To duplicate, test, or send after approval, see Manage templates. Need to take payment in WhatsApp instead? That is Payment utility. See WhatsApp Payments.

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Smart check

Smart check is only on Utility. It sits at the top of the editor. It tells you how likely Meta is to keep this as Utility, before you submit.
  1. Write the body.
  2. Click Smart check.
  3. Read the confidence score.
Smart check is a guide, not a guarantee. Meta still reviews the template. If you used AI Rewrite, run Smart check after, not before. A rewrite can drift into promotional language.

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FAQs

Words like “offer”, “exclusive”, “limited time”, or “discount” look like Marketing to Meta. Use the reasoning Smart check returns. Replace those phrases or remove them.
Not on Custom utility. A promo code belongs on Custom marketing or a Limited Time Offer.
No. Duplicate the template and change the pin. See Location header.