After completing the Metadata step and selecting Carousel as the Message Template Type, you can configure the content of your WhatsApp Carousel Message Template.

Unlike a standard marketing template, a carousel template lets you present multiple horizontally scrollable cards within a single message. Each card can display its own media, text, and interactive buttons, allowing you to showcase different products, services, promotions, or other content in a single customer interaction.

Each card can include media, text, and interactive buttons, enabling users to browse options, compare items, or navigate different actions without leaving the conversation.

This format is particularly useful when the goal is to present structured content in a compact, interactive way. Typical use cases include:

• Product catalogs or featured items
• Promotional events with multiple offers
• Step-based navigation or guided experiences
• Content discovery (articles, services, categories)

Carousel Message Template Components

A WhatsApp Carousel message template is composed of a body and a set of media cards displayed as a single horizontally scrollable message.

The carousel itself is defined as a collection of cards:

• Minimum: 2 cards
• Maximum: 10 cards

This means the first cards will receive more visibility, so their position should be intentional.

The next sections describe each component of a WhatsApp Carousel Message Template in the order it appears in the interface.

Body

The Body is defined once and appears above the carousel, providing context or introducing the content that follows. This text applies to the entire message and can include variables (placeholders).

The following example shows how the Body is configured in the platform and how it appears in the WhatsApp message preview presented to the recipient.

Carousel Cards

The Carousel Cards section is where you create and manage the individual cards displayed in the WhatsApp Carousel Message Template. Each card represents a separate piece of content and can include a Card Media Header, Card Text, and Card Buttons.

A carousel must contain at least 2 cards and can support up to 10 cards. The card selector at the top of the section displays all configured cards, allowing you to switch between them to edit their content.

The Carousel Cards selector displays all cards currently configured in the message template. Select any card to switch between them and configure its content. The selected card is highlighted, making it easy to identify which card you are currently editing.

To add another card, select the "+" icon. Each new card is added to the carousel and can be configured independently.

Card Media Header

The Media Header is a required component in every card and serves as the primary visual element of the carousel. It is the first element rendered within each card and plays a key role in capturing user attention and conveying the main context of the content.

The Media Header contains a single media asset (Image or Video) and is always displayed at the top of the card. This component serves as the main visual reference for each card, allowing users to quickly understand the content before interacting with it.

The following example shows how the Card Media Header (image) is configured in the platform and how it appears in the WhatsApp message preview presented to the recipient.

The details below specify the types of media headers that support the platform, along with their maximum file sizes and supported formats:

Note:

• Images must be 8-bit, RGB or RGBA.
• Video files must use the H.264 video codec.

Card Text

Below the Card Media Header, each card can include a Text. This field is optional but commonly used to describe the content of the card, such as product details or key features, and it can include personalized fields (placeholders). If the text is included in one card, it must be included in all cards.

The following example shows how the Card Text is configured in the platform and how it appears in the WhatsApp message preview presented to the recipient.

Card Buttons

Cards can also include buttons that allow users to interact directly with the content of each card. In a carousel, buttons are defined at the card level, which means each card can have its own actions associated with the item being displayed. Supported button types include:

• Quick Reply buttons
• Call to Action - URL buttons (Static & Dynamic)
• Call to Action - Phone number button

Each card can include up to 2 buttons. Different button types can be combined within the same card, depending on the use case and the capabilities supported by the message template. However, the button structure must remain consistent across all cards. This means that if one card includes two buttons, all cards must include two buttons as well. The same rule applies to button type and order. For example, if the first button is a Quick Reply button and the second is a URL button in one card, the remaining cards must follow that same arrangement.

Quick Reply buttons

Quick Reply buttons allow users to respond to a message with a single tap by sending a predefined option back to the business. In carousel cards, these buttons are useful when the goal is to let users express interest, request more information, confirm a preference, or continue a guided interaction without leaving the conversation.

Unlike Call to Action (URL or phone number) buttons, Quick Reply buttons do not redirect the user outside WhatsApp. Instead, they trigger an immediate response within the chat, which makes them especially effective for conversational flows and decision-based journeys.

You can configure up to two quick reply buttons per card. Each button includes a visible label (Button Text) and a value that is sent back to the platform when the user selects it.

Quick Reply buttons can be used in different contexts depending on how the payload is configured:

• Consent Management actions: The payload can be mapped to predefined system actions such as Auto-Reply, Opt-Out, Help Response, or Join Response. In this case, the button triggers a built-in behavior managed by the platform.

  For example, we are going to add two buttons to the message content:

  • Button Text = Yes, Button payload: agree
  • Button Text = No, Button payload: NotAgree

  If the end user selects the button ‘Yes’, the platform receives the payload value ´agree´ and processes it accordingly.

  You set the value of the Button payloads to Consent Management (Auto-Reply, Opt-Out, Help Response, Join Response).

• Custom automations (keyword-based): The payload acts as a keyword that triggers a specific automation, such as a chatbot or conversational flow.

  The entered value in the button field must match exactly the keyword defined in the automation. The platform uses this value to trigger the corresponding automation. If the value does not match the configured keyword, the automation will not be activated.

  For example,

  • Button Text = Chat with us
  • Button Text = Sign me up

  These two button texts (Chat with us, Sign me up) are keywords that were defined when creating the automations. This action triggers an automated response that directs the user to the corresponding automation. Therefore, once the end user selects one of these options, they will be redirected to the automation that is linked to the quick reply button selected, which contains the keyword to trigger the automation.

The following example shows how the Card Button (Quick Reply) is configured in the platform and how it appears in the WhatsApp message preview presented to the recipient.

Call to Action - URL buttons

URL buttons allow users to open an external link directly from a carousel card with a single tap. Unlike Quick Reply buttons, which keep the interaction inside WhatsApp, URL buttons redirect the user outside the conversation to a web experience, such as a landing page, product detail page, or checkout flow.

Each URL button consists of a visible label (Button Text) and a destination link (URL) that is opened when the user taps the button. Depending on the device and configuration, the link is opened either in the default browser or within an in-app browser.

URL buttons can be configured in two ways:

• Static URL: A fixed link that is the same for all users. These are typically used for general landing pages, product pages, or promotional content.

  Example: https://example.com/product/123
  
  To configure a Static URL button:

  1. In the Buttons section, select the Call to Action option.
  2. From the Type of Action list, select Visit Websites.
  3. In the Button Text field, enter the label that will appear on the button. This text should clearly describe the action the user will perform, such as "Visit Our Website" or "Learn more". The text field allows up to 25 characters.
  4. From the URL list, select Static.
  5. In the Website URL field, enter the URL that users will be directed to when they click the button. Ensure that the URL is correct and active (e.g., https://elipackage.com). The URL should start with http:// or https:// to redirect the user to the website. The text field allows up to 256 characters.

     🚧

     WARNING

     WhatsApp does not allow direct links to WhatsApp in Call-to-Action buttons.

     Call-to-Action buttons can only be used to open external websites. If you need to share a WhatsApp link (for example, a wa.me link), include it directly in the message body instead of using a button.

     Example:

     ❌ Not supported (CTA button) - Using a Call-to-Action button with a direct WhatsApp link:

     Button URL: https://wa.me/XXXXXXXX

     ✅ Supported (message body) - Including the WhatsApp link directly in the message body:

     Message text: Chat with us on WhatsApp (https://wa.me/XXXXXXXX)

  The following example shows how the Card Button (Call to Action - Static URL) is configured in the platform and how it appears in the WhatsApp message preview presented to the recipient.

  

  After you've entered all the necessary details for the card button type selected, click the Add button to include an additional card button.

• Dynamic URL: A link that includes a URL Suffix Value that is replaced at send time. This allows you to personalize the destination.

  Example: https://example.com/{{url_suffix_value}}
  
  To configure a Dynamic URL button:

  1. In the Buttons section, select the Call to Action option.

  2. From the Type of Action list, select Visit Websites.

  3. In the Button Text field, enter the label that will appear on the button. This text should clearly describe the action the user will perform, such as "View Your Offer" or "Track Your Order". The text field allows up to 25 characters.

  4. From the URL list, select Dynamic.

  5. In the Website URL field, enter the base URL where users will be directed. This is the primary website address without the personalized parameters (e.g., https://example.com/user). The URL should start with http:// or https://. The text field allows up to 256 characters.

     📘

     NOTE

     When adding the dynamic Website URL, we recommend do not add a "/"at the end of the URL. The system will automatically append the "/" to the URL during processing. if the user adds the "/", the system will ensure only one is included, avoiding duplicati

  6. In the URL Suffix button, select the URL Suffix field to associate a placeholder that represents the dynamic portion of the URL. At send time, the placeholder is replaced with the corresponding value, which is appended to the configured base URL to generate the final destination URL. That is, when the message is sent, the placeholder is replaced with its corresponding value, which is appended to the base URL.
     
     This suffix might include variables (e.g., ?userID=12345 or &utm_campaign=sale2024). The actual value of these variables can be customized based on the data you have for each user.
     
     When you select the field, the Add Placeholder dialog opens, where you can either:

     
     • Select placeholder from contacts to use an existing placeholder.
     • Add new placeholder to create a new placeholder.
       After selecting or creating the placeholder, select Save to associate it with the URL Suffix field.

     The following example shows how the Card Button (Call to Action - Dynamic URL) is configured in the platform and how it appears in the WhatsApp message preview presented to the recipient.

     

After reviewing the static and dynamic URLs configuration, from an implementation perspective, URLs must use HTTPS, be valid and accessible at the time of delivery, and should not redirect to broken or unsupported destinations, as this can negatively impact the user experience. The button text should remain concise and clearly indicate the action, such as “View product”, “Buy now”, or “Learn more”.

As with all carousel components, URL buttons must follow a consistent structure across all cards. If a URL button is included in one card, it must be included in all cards, and its position relative to other buttons must remain the same. For example, if the first button is a URL button and the second is a Quick Reply button in one card, all other cards must follow that same order.

URL buttons can use either static or dynamic links. This does not affect message template validation, as both are considered the same button type. However, the button position and type must remain consistent across all cards.

Call to Action - Phone number button

The Phone Number button allows users to initiate a phone call directly from a carousel card with a single tap. Unlike Quick Reply buttons, which trigger an in-chat response, or URL buttons, which open a web page, this button type enables direct voice communication by launching the device’s native dialer with a predefined phone number.

To configure a Phone number button:

1. In the Buttons section, select the Call to Action option.
2. From the Type of Action list, select Call to Phone number. The note "(Up to 1)" indicates that only one "Call to Phone Number" button is allowed per card.
3. In the Button Text field, enter the text that will appear on the button in the WhatsApp message. This text should be concise and indicate the action, such as "Call Now" or "Contact Us". The text field allows up to 25 characters.
4. From the Country/ Region list, select the country code for the phone number.
5. In the Phone number field, enter the specific phone number that users will call when they click the card button. Make sure the number is accurate and formatted correctly for the selected country.

The following example shows how the Card Button (Call to Action - Phone number) is configured in the platform and how it appears in the WhatsApp message preview presented to the recipient.

After you configure the WhatsApp Carousel Message Template, you select Save to create it. After saving, the template must undergo an approval process before it can be used to send messages.

WhatsApp requires up to 48 hours to review and approve the message template. During this time, the message template is evaluated to ensure it complies with WhatsApp's messaging policies and guidelines.

Click Tracking (buttons)

If a WhatsApp Message Template includes at least one URL-linked Call-to-Action card button, you monitor user interactions when they click each button. Enabling this feature measures how many clicks the buttons receive, showing the effectiveness of your carousel message templates in driving engagement.

After you add at least one of these buttons, the Click Tracking toggle appears at the top of the message template preview.

This process must be performed individually for each message template. It ensures button-level interactions are captured and displayed in the reporting & analytics section.

In the Personalize section of the message template editor, switch the toggle to On to activate Click Tracking located at the top-right corner of the message template editor screen. A confirmation pop-up appears:

• Click Confirm to proceed with enabling click tracking.

• Click the Save button at the bottom-right corner to apply the changes.

After enabling, you can monitor button click performance within the WhatsApp Message Template Analytics section.