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**HSM (Highly Structured Message) templates are pre-approved messages by Whatsapp which are used to send to the users when their session window is closed (i.e after 24hours of inactive conversation). These templates ensure compliance with WhatsApp's guidelines and allow NGO's to send notifications, customer support messages and alerts with placeholders for personalized information.**
<td style={{ paddingLeft: '40px' }}><b>Last Updated: October 2025</b></td>
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**HSM (Highly Structured Message) templates are pre-approved message formats required for sending outbound messages to contacts outside the 24-hour WhatsApp session window.
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These templates help ensure compliance with WhatsApp’s policies and are commonly used to send notifications, alerts, or support messages.
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Templates can include placeholders for personalized content and are essential for initiating conversations once the 24- hour session window has expired.**
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## Prerequisites
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Session Window - A session window refers to the 24-hour period following a user's initial interaction with your business on WhatsApp. During this time, you can send unlimited messages to the user without additional costs. If the user doesn't respond within that window, you must wait for them to initiate contact again or use a pre-approved message template to reach out.This mechanism ensures that businesses can engage with users promptly while maintaining compliance with Meta's messaging policies.
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## When to Use HSM Templates:
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**Use them for:**
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- For initiating conversation with the contacts after the 24-hour session window is closed, such as sending reminders or important follow-ups.
1.`Language` - Select the language from the dropdown you want in your HSM template message.
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2.`Translate existing HSM` - Select this if the HSM template you're trying to apply is a language variant of an existing HSM template in a different langauge
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3.`Element Name` - Provide a title for WABA namespace for the HSM template. Incase the translate existing HSM is selected, this field becomes a drop down. From the list select the element name of the HSM template for which the language variant is being applied
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4.`Title` - Enter the name you want for your HSM Template as it would appear in Glific (It should be what use case does this template serves eg. OTP, Optin, Activity Preference).
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5.`Is Active`- the check box is by default checked. Keep it checked.
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6.`Message` - Type the message you want to send to users in this HSM template.
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7.`Footer` - Add the message which you want to act like a subtext
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8.`Add Variable` - Click on add variable if you'd like to insert a variable values (ex- preferred names, locations, any other value being captured in flow or contact variables). This provides further fields below to enter a sample value for the variables.
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9.`Category` - Select the most relevant category from the dropdown. Ex. Utility or Marketing
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10.`Attachment type` - An image, video or document can be sent as an attachment with the HSM template.
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11.`Attachment URL` - Provide an example referece to the attachment that will be sent
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(for more info please follow : https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines)
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---
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a.`Is Active`- the check box is by default checked. Keep it checked.
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b. `Language` - Select the preferred language from the dropdown to ensure the template gets approved in that specific language.
You can use `Add Buttons` checkbox to use buttons in HSM templates.
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c. `Translate existing HSM` - Select this if the HSM template you are trying to apply has a language variant of an existing HSM template in a different language. If not then no need to enable it.
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d. `Element Name` - Provide a title for WABA namespace for the HSM template. Incase the translate existing HSM is selected, this field becomes a drop down. From the list select the element name of the HSM template for which the language variant is being applied.
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e. `Title` - Enter the name you want for your HSM Template as it would appear in Glific (It should be what use case does this template serves eg. OTP, Optin,
**Note:-** Phone numbers without country code (for example Exotel numbers) will be added in HSM as an `Call to actions` option. As a workaround, you can add these numbers in the body of the message.
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f. `Message` - Type the message you want to send to users in this HSM template.
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<imgwidth="503"alt="Screenshot 2024-07-01 at 5 13 14 PM"src="https://github.com/glific/docs/assets/141305477/09ec727f-46bf-4242-a95a-caebb6763491"/>
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g. `Add Variable` - Click on add variable if you'd like to insert a variable values (ex- preferred names, locations, any other value being captured in flow or contact variables). This provides further fields below to enter a sample value for the variables.
- Call to action buttons: Add a Call to Action (CTA) button in an HSM (template) message when the recipient is expected to take a specific action directly from the message.
The below fields (Attachment Type & URL) are optional. it needs to be filled only if an attachment is required to be sent in the HSM template to the beneficiary.
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- There are two main options:
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The attachment URL is the sample URL, the exact attachment URL could be added while [configuring the HSM template in the flow](https://glific.github.io/docs/docs/Flows/Flow%20Actions/How%20to%20use%20HSM%20template%20messages%20in%20your%20flows/).
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-**Phone number** and **URL**.
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-**Note:-** Phone numbers without country code (for example Exotel numbers) will be added in HSM as an `Call to actions` option. As a workaround, you can add these numbers in the body of the message.
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1. `Attachment Type` - Select the attachment type if you wish to send an attachment in your HSM template message Ex. Image, Audio, Video, etc...
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2. `Attachment URL`- Paste the attachment URL ( public URL) from the GCS bucket. Refer [How to upload files on GCS?](https://glific.github.io/docs/docs/Integrations/How%20to%20upload%20files%20on%20GCS/) to copy public URL from GCS
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- If selected **URL**, must choose between **Static** and **Dynamic** links.
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Here's a simple explanation with examples:
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<br />
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Notice a simulator available in the form, as you will fill in the details of the HSM template, it will start previewing the message. Simulator helps you to get an idea about how the message will look like when the contact receives it.
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**Static URL**
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- A Static URL is a fixed link. It will be the same for everyone who receives the message.
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- Use it when the link doesn't change.
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**Example:**
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- Sending a message about online training. The requirement is that all users visit the same registration page.
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Button Title: Register Now
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- Button Value: https://myngo.org/register
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- All users will see the button “Register Now” and clicking it will take them to https://xxxxx.org/register.
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**Dynamic URL**
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- A Dynamic URL changes for each user. Personalize the link by adding contact-specific data (like name, ID, or custom fields).
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- Use it when the link includes unique details per user.
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**Example:**
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- Send a personalized health report to each user.
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- Button Title: View Report.
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- Button Value: https://xxxx.org/report/{{1}}
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- Sample Suffi- x: 12345 (so the full link becomes https://xxxx.org/report/12345)
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- When sent, `{{1}}` will be replaced by the user's specific ID, like 12345 or abc678.
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<imgwidth="503"alt="Screenshot 2024-07-01 at 5 13 14 PM"src="https://github.com/glific/docs/assets/141305477/09ec727f-46bf-4242-a95a-caebb6763491"/>
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j. `Category` - Select the most relevant category from the dropdown. Ex. Utility or Marketing.
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- Utility: Used for transactional messages to keep your customers in the loop with essential order updates, shipping status, about their accounts, orders, appointment reminders, and important alerts.
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- Marketing: Elevate your brand by sending promotional content, announcing new products, and offering special deals to captivate your audience. For instance, promotional messages, including special offers, product launches, and loyalty programs
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k. `Attachment type` - Select the attachment type to send an attachment in your HSM template message Ex. Image, Audio, Video, etc.
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l. `Attachment URL` - Paste the attachment URL ( public URL) from the GCS bucket. Refer [Upload files on GCS](https://glific.github.io/docs/docs/Pre%20Onboarding/GCS%20Setup/Upload%20files%20on%20GCS/#upload-media-files-in-the-gcs-bucket)
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Note - Attachment Type & URL are optional. It needs to be filled only if an attachment is required to be sent in the HSM template to the beneficiary.For more info please check [this](https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines)
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Notice a simulator available in the form, as you will fill in the details of the HSM template, it will start previewing the message.
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Simulator helps you to get an idea about how the message will look like when the contact receives it.
1. As discussed above, click on `SUBMIT FOR APPROVAL` button to send the HSM template for approval.
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<imgwidth="468"alt="Screenshot 2024-03-06 at 2 57 02 PM"src="https://github.com/glific/docs/assets/122982753/a2c7928f-0b97-4231-bb25-48afa8a50796"/>
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<br />
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m. `Tag`s - Add tags if required, not a mandatory step.
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2. Generally it takes a maximum of 2 mins to 48 hours to get approval from WhatsApp.
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3. Try clicking in the `Sync` button on the HSM list page, after a couple of minutes to see the change in status of HSM from `Pending` to either `Approved` or `Rejected`
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4. Once you get your message approved, you can start sending it to your contacts. Verify that the `Status` of your message has turned **Approved** from the `Templates` page
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n. Click on `Submit for Approval`,
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- Click on the Sync button on the HSM list page, after a couple of minutes to see the change in status of HSM from Pending to either `Approved` or `Rejected`
Generally it takes a maximum of `2 mins to 48 hours` to get approval from WhatsApp.
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Once you get your message approved, you can start sending it to your contacts. Verify that the `Status` of your message has turned **Approved** from the `Templates` page
If there are further any queries about the template getting rejected. Please check the below link to know some of the possible reasons why the HSM template must have gotten rejected.
**Note** - The HSM templates need to be in one language. Do not mix the languages in one template (Ex. words of both English and Hindi language should not be in one HSM template).
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