How to send transactional WhatsApp messages

How to send transactional WhatsApp messages

Estimated 3 minute read

Updated Feb 18, 2026, 12:00 AM EST

Table of contents

Requirements
Create and categorize your WhatsApp template
Create a transactional WhatsApp flow
Best practices for transactional WhatsApp messages
Monitor your transactional WhatsApp messages

Learn how to send transactional WhatsApp messages using approved utility templates.

Transactional WhatsApp messages let you send order confirmations, shipping updates, account alerts, and other non-promotional updates. These messages must use a Meta-approved template categorized as Utility in Meta, shown as Transactional in Klaviyo.

Requirements

You must have a paid Klaviyo account with WhatsApp enabled and an approved WhatsApp template. Your WhatsApp Business account must be connected and approved by Meta.

Recipients must have opted in to WhatsApp transactional or marketing messages. SMS or email consent alone does not qualify. Learn about WhatsApp consent collection.

Create and categorize your WhatsApp template

Before sending a transactional WhatsApp message, you must create and submit a template for Meta approval. Choose Transactional as the Message intent when creating your template. Learn how to create and submit a template.

Add event variables, such as an order number or tracking URL, in the template editor before submitting the template for approval. Use fields from the same event that will trigger your flow. Learn how to add event variables to a WhatsApp template.

How template categorization works

Meta determines whether your template is categorized as Utility or Marketing during review.

When you submit a template:

Meta reviews the content.
Meta assigns the template category.
Meta may reassign your template to Marketing if it does not meet utility guidelines.

Review Meta’s official guidelines before submitting.

If your template is reassigned

If Meta reassigns your template to Marketing, you cannot use it for transactional messaging.

To resolve this:

Create a new template with revised, non-promotional content.
Submit the new template for review.
Wait for Meta approval before using it in a transactional flow.

If you edit an approved template

If you change the content of an approved template:

You must resubmit it for Meta review.
The template cannot be used until it is approved again.
Meta may reassign the category during review.

Create a transactional WhatsApp flow

Use a flow triggered by an event such as Placed Order, Fulfilled Order, or another account activity.

If your trigger event syncs through your ecommerce integration, use event data to personalize your template. For example, include:

Order number
Product name
Tracking link
Shipping status

Build a flow from scratch

Follow these steps to create a transactional WhatsApp flow:

Navigate to the Flows tab.
Click Create flow. If you have no flows and see Build your own instead, click it to open the flow library.
Select Build your own. Enter a name for your flow, then select Create manually. If you see a Create flow button instead, click it to open the flow builder.
Choose your trigger event (for example, Placed Order). Click Save, then Confirm and save to finish setting up the trigger.
Drag the WhatsApp action from the left sidebar onto the flow canvas, then click the message to open its settings.
Click Use template in the message settings. Open your approved Transactional template, then click Use template to select it. Klaviyo saves the template selection automatically.
Confirm that the message displays Transactional on the flow canvas. Klaviyo applies this status automatically. If it is missing, contact Klaviyo Support before turning the message live.
Open the approved template from Content > Templates > WhatsApp: saved and click Preview & test. Select a real event that matches your flow trigger, then send a test message to confirm the variables populate correctly.
Return to your flow and click the WhatsApp message. Change its status to Live, then click Save. Confirm that the message shows Live on the flow canvas.