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    WhatsApp Template Name Not Found in Envoy

    You're trying to send a message in Envoy and seeing a "Template name not found" error, or your message simply fails to send.

    2 min readUpdated 9 Apr 2026
    General WhatsApp guide available at /learn/whatsapp

    The 24-hour messaging window has expired. WhatsApp's rules:

    • Within 24 hours of the customer's last message. You can send free-form text, images, files, anything.
    • After 24 hours. You can ONLY send pre-approved message templates.

    If you try to send a free-form message after the window closes, it fails with this error.

    Step 1: Check the Window

    Look at the conversation in Envoy. When was the customer's last inbound message? If it was more than 24 hours ago, the window has closed.

    Step 2: Send a Template Instead

    1
  1. In the Envoy message composer, click the template icon
    2. 2
  2. Select an approved template from the list
    3. 3
  3. Fill in any template variables (customer name, order number, etc.)
    4. 4
  4. Send

    5. The template re-opens the 24-hour window. Once the customer replies, you can resume free-form messaging.

    Step 3: If No Templates Are Available

    1
  5. Go to Settings > Templates in Envoy
    6. 2
  6. Create a new template or check the status of existing ones
    7. 3
  7. Templates need Meta approval before they can be used (typically under 24 hours)
    8. 4
  8. If a template shows as "Pending," wait for approval

    9. When you add a WhatsApp channel in Envoy, default templates are created automatically. These still require Meta approval. If they show as "Pending":

    • Wait for approval (usually within 24 hours)
    • In the meantime, create templates manually via Meta WhatsApp Manager. These sometimes approve faster.

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