A WhatsApp template can exist in your library without being available in the sending picker. Momo Business checks the template's channel, local status, provider approval and association with the selected WhatsApp account. Search and language filters can narrow the list further.
Work through those checks before creating a replacement. Duplicating a template does not solve an account mismatch and can leave the team unsure which version to use.
Start with the sending context
You need access to the relevant account and template library. Template management permission is needed for changes and synchronization. If another teammate sees a template you cannot see, compare your account access and current filters before assuming the record is missing.
Open the intended conversation in Inbox. Note the actual WhatsApp sending number or account. For a campaign, note the selected Sending identity instead. A similar display name is not enough to identify the account.
Next, open Message Templates. Search using the template's name, then inspect its details. Keep the sending context and template account side by side while checking the following conditions.
Check the common causes in order
- Clear restrictive filters. Remove an old search term and check the language and account filters. A saved English template will not appear under a filter for another language.
- Confirm the channel. A local SMS template is not automatically a WhatsApp template. WhatsApp sending requires an eligible WhatsApp record; templates for unrelated messaging channels are not offered in this workflow.
- Check local status. The template must be active to appear in the usable template list. A draft or archived record can still be visible in the library when the relevant filter is selected.
- Check WhatsApp Status. Local “active” and provider “approved” are separate states. A pending or rejected template is not made sendable by changing only the local state.
- Match the business account. The template must belong to the WhatsApp business account associated with the sending number. Approval for one account does not make the template available from every connected account.
- Check account connection and access. If the sending account is unavailable, reconnect or correct its configuration through the appropriate account controls, or ask the workspace administrator to check your access. Then reopen the picker.
The Accounts guide explains where to inspect connected accounts. Keep credentials and access tokens out of screenshots shared while troubleshooting.
Refresh the right kind of missing information
Use Sync Now on an existing template's details to request an updated provider status. A queued synchronization may take time; requesting it repeatedly does not make a pending template approved.
Use Fetch from WhatsApp in the template library when an approved template exists at the provider but has not been imported locally. Select the correct business account and inspect the result. This action retrieves approved templates; it does not create an approval for a local draft.
If the provider rejected a template, read the displayed rejection reason. Correct the relevant wording or configuration and submit through the editor. Relevant changes through Save changes can trigger another review, so check the resulting status before updating a campaign to use that version.
Do not delete the existing record just to make the picker refresh. Other saved campaigns or workflows may reference it, and a replacement still needs the correct account, language and approval.
Worked example: two connected shop accounts
Suppose Example Workshop has a main shop number and a separate outlet number, connected under different WhatsApp business accounts. Its collection-ready template is active and approved under the main shop account.
An operator opens an outlet conversation and cannot find the template. The correct diagnosis is the account association, even though both numbers belong to the same business in ordinary language. Check whether the conversation should use the main shop account. If the outlet must send the message, prepare an eligible template for the outlet's account and complete review there.
After approval, clear the picker filters and test with a contact you control. Check the actual sending number on the received message. This verifies that the setup serves the intended outlet rather than merely making a familiar template name appear.
When the template appears but sending fails
Availability does not prove the sending values are correct. Inspect required variables, media and button destinations. Saved sample values can stand in for missing actual values, so review the customer reference and other details explicitly. Use order notification templates for a worked mapping example.
A recurring Automations → Send a message schedule has a separate concern: seeing an approved template in the library does not make a free-text scheduled WhatsApp message eligible outside the available reply window. Use an approved-template campaign for a customer reminder, and inspect its individual sending result.
For support, record the template name, language, selected account, observed status and exact error with its time. Include only the information needed to reproduce the problem. After correction, send one controlled test, inspect the individual message result, and then return to the campaign workflow.