Utility Message

This type allows businesses to send messages outside the 24-hour window to update orders, update accounts, or confirm information quickly without incurring any costs. However, this type of message must not contain any advertising or promotional content. Once the message is created, Meta will review and approve the content before sending it out.

To create utility messages and send campaigns, you need to follow the steps outlined below:

Step 1: Create a Utility Message Template

To create a Utility Message, go to Settings → Message Templates → Create template

Enter the message content to send for approval.

Note:

  • *Template name: must not contain uppercase letters or special characters.*

  • *Language: Optional*

  • *Title: you may choose to leave it blank or enter a text title*

  • *Content: you can create a message with a maximum limit of 1024 characters. Here, you will draft the message content and insert dynamic variables (data fields) such as the customer's name, order status, etc. The system will automatically fill in the actual information when sending. Click on “+ Add variable” to insert the data fields you want to include (e.g., customer name, order ID, order status). The variables will appear in the message content as {{1}},{{2}} below, and you will need to enter the actual sample data corresponding to these variables.*

  • *Buttons: each message can contain up to three buttons. Supported button types are Custom Button (Send message, activate AI, check conditions, or send another flow), Call Button, and Web Access Button.*

After creating the content, click Save to submit the template for Meta's review and approval. If your content is valid (not containing any promotional material), Meta will approve it immediately. Otherwise, your message will be rejected.

Step 2: Send the approved utility message template to the customer

2.1 Create a script containing the Utility Message Template

Go to the Auto Reply menu → create a new script → create a new block → select the Utility Message block

Select the message template, enter the value or attribute variables in the body section. Next, select + Actions at the button location to attach specific actions such as forwarding the block or tagging.

Finally, save the block to complete

2.2 Send a message template with Broadcast

Go to the Broadcasting menu → select New Broadcast

In the Flow tab, click to create a new block → select the Utility Message block.

Select the message template, enter the value or attribute variables in the body section. Next, select + Actions at the button location to attach specific actions such as forwarding the block or tagging.

Switch to the Settings tab → select the Message type Subscription message (outside 24 hours)

Finally schedule and send

2.3 Send a Utility Message with the Sequence feature

Go to the Sequences menu → select New Sequence

Select + Message

Click on the newly added message → Create a new block → select the Utility Message block

Select the message template, enter the value or attribute variables in the body section. Next, select + Actions at the button location to attach specific actions such as forwarding the block or tagging.

Finally, save the block to complete.

Refer to the detailed care feature usage here