Why it occurs
The most common reason a template does not appear is that it is a media template (includes an image, video, or document). Currently, only text templates are supported when initiating messages in Conversations. Media templates will not show up in the dropdown selector.
Steps to resolve the issue
1. Check the template in the WhatsApp Templates section
Go to Channels → WhatsApp → Templates tab, and search for the template you want to use.
2. View the template details
Click the arrow icon next to the template name to expand details.
3. Check the template type
Look for whether the template includes media components (e.g., image, video, or document).
If it’s a text template, it should be available in Conversations. If it’s a media template, it won’t appear in the Conversations dropdown.
4. Register a text-only template
If the missing template is a media template, create a new version without media elements. Register it in the WhatsApp Templates section.
For help registering templates, refer to the Template registration guide.
5. Contact Support
If the template still doesn’t appear after following the steps above, email [email protected] with the following information:
– Your Infobip account ID
– The template name and language
– A screenshot showing the issue (if available)
– Steps you followed during troubleshooting
– Any error messages encountered
