Covers: Utility vs Marketing, Meta Business Support, Request Review

Meta decides whether a WhatsApp template is Utility or Marketing. Marketing templates follow different rules and pricing. If Meta (or an automatic review) marks your template as Marketing and you believe it should be Utility, you can request a category review in Meta Business Support. Okfit and MSG91 cannot change the category for you — the appeal is done in Meta.

• You created the template as Utility (account updates, bookings, reminders, payment dues tied to a member action)

• Meta approved it as Marketing, or later recategorized it from Utility to Marketing

• You have checked Meta’s template guidelines and still believe Utility is correct

• Offers, promos, newsletters, re-engagement, or “join now” style content — those belong in Marketing

• Do not try to force marketing content into Utility — Meta may reject reviews and can restrict accounts that misuse categories

1. Read Meta’s WhatsApp template guidelines: https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/

2. Confirm the template text is transactional / service-related (for example class reminder, booking confirmation, payment due for an existing membership) without promo language

3. Optional: ask MSG91 to sanity-check the copy ([email protected]) before you appeal

1. Log in to Meta Business: https://business.facebook.com/

2. Open Business Settings

3. Go to WhatsApp Accounts → select your WhatsApp Business account

4. Open Manage Templates (WhatsApp Manager → Message Templates)

5. Look for a banner or notice that the template was recategorized or is eligible for category review

6. Click Review category updates in Business Support Home (wording may be similar)

7. Open Template Category Updates

8. Select the template(s) you want reviewed

9. Click Request Review

10. You should see a confirmation such as Successfully submitted appeal

• Raise a Direct Support ticket with Meta: https://www.facebook.com/business/help/182669425521252

• Explain that the template was categorized as Marketing but matches Utility guidelines, and include the template name and WABA / Business ID

• Wait up to about 48 hours (sometimes longer) and check the template category again in WhatsApp Manager / MSG91

• In Business Support you may see outcomes under tabs such as Reversed (category restored) or Unchanged (appeal not accepted)

• If unchanged, you can open a Meta Direct Support ticket with the same details

• There is often a limited window (for example up to 60 days from the category update) to request review — do not wait months

• Sync or refresh templates in Okfit (Broadcast → Whatsapp (META) create/sync flow) so Okfit matches MSG91 / Meta

• If you use the template for Automatic WhatsApp or broadcasts, send a test to confirm delivery

• Meta category decision — Meta Business Support / Direct Support

• MSG91 template dashboard — [email protected]

• Okfit sync after Meta changes the category — [email protected]