Symptom or Need

You cannot view previously created new WhatsApp templates within the Wolkvox Manager interface.

When performing the synchronization process, the system remains processing for a moment and, in the end, the error message “ Could not synchronize templates ” appears.

Context / Scenarios

You created new WhatsApp templates, but the synchronization isn't showing up on your platform. This can happen due to template configuration issues in Meta, capacity limits, or a lack of partnership with the provider, and can occur with both BSP connectors (Business Solution Provider) and API Cloud.

Answer / Solution

To ensure your templates sync correctly, please complete the following checklist:

Initial validations

1. Template status in META : Check your template settings directly in Meta Business Manager . It is essential that the template status is explicitly " Approved " and not "Pending" or "Rejected." If the template appears as rejected, you will need to create a new one from Meta using a different name and attempt to synchronize again.
2. Template Limit : Verify that the total number of templates created in your account does not exceed the maximum allowed limit, which is 500 templates .
3. Template name length : Check that the name you assigned to your template is not excessively long. The maximum allowed limit is 200 characters . If the name exceeds this limit (for example, names that describe an entire paragraph), the system will fail to synchronize and will display the error " Could not synchronize templates ". You must change the name to a shorter one.

Minimum information to be collected

If you have already checked all the above points and are still unable to view or sync your templates, please contact our service desk by sharing the following information:

1. Name of the affected operation.
2. Evidence of the problem: Screenshots of Wolkvox Manager showing the error or where the templates are not listed.
3. Screenshots from the Meta administrator showing that the templates are indeed in " Approved " status.

Possible Causes

• The template name is too long (it exceeds the 200 character limit).
• The template is in "Pending" or "Rejected" status in Meta.
• The maximum capacity of 500 templates was exceeded.
• Lack of registration or acceptance of the partner (Wolkvox) on the Meta portal or the provider.