# Outbound messages & templates ## Overview An agent can only send free-form WhatsApp messages inside an active conversation. To reach a user first — for notifications, re-engagement, or scheduled calls — you send a Meta-approved **message template**. This page covers creating templates, sending outbound messages and calls, and running them at scale. ## Creating templates in WhatsApp Manager Templates are created and approved in [WhatsApp Manager](https://business.facebook.com/latest/whatsapp_manager/message_templates), not in ElevenLabs. When creating a template: - Choose a category: **Utility** for transactional messages, **Marketing** for promotional messages, or **Authentication** for verification codes. Meta prices and rate-limits each category differently — see [WhatsApp pricing](https://developers.facebook.com/documentation/business-messaging/whatsapp/pricing). - Choose a parameter format: positional (`{{1}}`, `{{2}}`) or named (`{{customer_name}}`). Named parameters require a `parameter_name` on each value you send. - Submit for approval. Approval usually takes minutes to hours. A template that is pending or rejected cannot be sent — the API accepts the request but Meta never delivers the message. :::callout{intent="note"} Meta limits how many [marketing templates](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/marketing-templates/per-user-limits) a single user can receive in a given period. If a marketing template is silently not delivered, this limit is a common cause (Meta error 131049). ::: ## Sending an outbound message Sending a template message starts a new conversation. The agent stays silent until the user replies — the template itself is the first message, and no conversation timers start until the user responds. #### Dashboard Go to the [WhatsApp page](https://elevenlabs.io/app/agents/whatsapp), select your account, and click the _**Outbound -> Message**_ button. Select an agent, provide a WhatsApp user ID, and choose the message template and its parameters: WhatsApp outbound message dialog #### Python ```python from elevenlabs import ElevenLabs elevenlabs = ElevenLabs() elevenlabs.conversational_ai.whatsapp.outbound_message( whatsapp_phone_number_id="524029457612345", whatsapp_user_id="12213231492", template_name="welcome", template_language_code="en", template_params=[ { "type": "body", "parameters": [ { "type": "text", "parameter_name": "name", "text": "Daniele", } ], } ], agent_id="agent_9201kwcrbq9qfxaa2t8nnnkqf2w9", conversation_initiation_client_data={ "dynamic_variables": {"customer_name": "Daniele"}, }, ) ``` #### TypeScript ```typescript import { ElevenLabsClient } from "@elevenlabs/elevenlabs-js"; const elevenlabs = new ElevenLabsClient(); await elevenlabs.conversationalAi.whatsapp.outboundMessage({ whatsappPhoneNumberId: "524029457612345", whatsappUserId: "12213231492", templateName: "welcome", templateLanguageCode: "en", templateParams: [ { type: "body", parameters: [ { type: "text", parameterName: "name", text: "Daniele", }, ], }, ], agentId: "agent_9201kwcrbq9qfxaa2t8nnnkqf2w9", conversationInitiationClientData: { dynamicVariables: { customer_name: "Daniele" }, }, }); ``` #### cURL ```bash curl -X POST https://api.elevenlabs.io/v1/convai/whatsapp/outbound-message \ -H "xi-api-key: $ELEVENLABS_API_KEY" \ -H "Content-Type: application/json" \ -d '{ "whatsapp_phone_number_id": "524029457612345", "whatsapp_user_id": "12213231492", "template_name": "welcome", "template_language_code": "en", "template_params": [ { "type": "body", "parameters": [ {"type": "text", "parameter_name": "name", "text": "Daniele"} ] } ], "agent_id": "agent_9201kwcrbq9qfxaa2t8nnnkqf2w9", "conversation_initiation_client_data": { "dynamic_variables": {"customer_name": "Daniele"} } }' ``` See the [API reference](/guides/changelog-api-reference-integrations-whats-app-outbound-message) for the full request schema. :::callout{intent="tip"} An AI assistant can adapt these examples to your template. Point it at the ElevenLabs docs [llms.txt](/llms.txt) (or the more detailed [llms-full.txt](/llms-full.txt)), paste your template definition from WhatsApp Manager, and ask for the request — it will produce a cURL command or SDK call with the correct `template_params` for your template. ::: ### Template parameters `template_params` is a list of **component** objects, one per template component that has parameters: - `{"type": "body", "parameters": [...]}` for body placeholders - `{"type": "header", "parameters": [...]}` for a parameterized header (text, image, document, or location) - `{"type": "button", "sub_type": ..., "index": ..., "parameters": [...]}` for button parameters Each entry in `parameters` is a value object such as `{"type": "text", "text": "Daniele"}`. For templates with named parameters, include `parameter_name` on each value. Omitting the component wrapper — for example, passing `{"type": "text", ...}` directly in `template_params` — is rejected. ### Recipient number format `whatsapp_user_id` must contain digits only: the country code followed by the number, with no `+`, spaces, or dashes. For example, `14155552671`, not `+1 (415) 555-2671`. :::callout{intent="warning"} In some countries the ID WhatsApp uses for a person differs from their dialed number — for example, Mexican numbers carry an extra `1` after the country code (`521...`), and Brazilian numbers may include or omit a ninth digit. If the user has messaged you before, prefer the `whatsapp_user_id` from that earlier conversation, which you can copy from the conversation history. ::: ### Dynamic variables, branches, and environments The `conversation_initiation_client_data` field lets you set [dynamic variables](/guides/elevenagents-customization-personalization-dynamic-variables) for the conversation and pin it to a specific [agent branch](/guides/elevenagents-operate-versioning) and [environment](/guides/elevenagents-integrate-environment-variables): ```json { "dynamic_variables": { "customer_name": "Daniele" }, "branch_id": "agtbrch_8721kwarbs83e233mg1fzkaf9pg0", "environment": "staging" } ``` These settings persist for the conversation: when the user replies, the agent resumes on the requested branch and environment. The branch and environment are validated first — if either does not exist, the request fails with an error and no message is sent. This request field is how outbound conversations receive dynamic variables; inbound conversations receive them from a conversation initiation webhook instead — see [initialization context](/guides/elevenagents-whatsapp#initialization-context). :::callout{intent="note"} Template parameters fill in the template text only — they are not exposed to the agent. If the agent needs a value from the template (such as the customer's name), pass it again in `dynamic_variables`. ::: ### After you send A successful request returns a `conversation_id` and the conversation appears in your history with the rendered template as the first message. The agent does not run until the user replies. Sending the template starts neither the maximum-duration timer nor the inactivity timer; both begin once the conversation resumes. A `200` response means ElevenLabs accepted the request — Meta can still decline delivery afterwards. If the message never arrives, see [Troubleshooting](/guides/elevenagents-whatsapp-troubleshooting). ## Scheduling an outbound call Outbound WhatsApp calls require the user's permission — see [user call permissions](https://developers.facebook.com/documentation/business-messaging/whatsapp/calling/user-call-permissions). Create a message template with a **call permission request** component in [WhatsApp Manager](https://business.facebook.com/latest/whatsapp_manager/message_templates). When you schedule a call, ElevenLabs checks the permission state: - Permission already granted: the call is placed immediately. - Permission not yet requested: the permission-request template is sent, and the call is placed as soon as the user approves. - Permission declined: the conversation is recorded as failed with the reason `User declined the call permission request.` #### Dashboard Go to the [WhatsApp page](https://elevenlabs.io/app/agents/whatsapp), select your account, and click the _**Outbound -> Call**_ button. Select an agent, provide a WhatsApp user ID, and choose the call permission request template: WhatsApp outbound call dialog #### Python ```python from elevenlabs import ElevenLabs elevenlabs = ElevenLabs() elevenlabs.conversational_ai.whatsapp.outbound_call( whatsapp_phone_number_id="524029457612345", whatsapp_user_id="12213231492", whatsapp_call_permission_request_template_name="call_permission", whatsapp_call_permission_request_template_language_code="en", agent_id="agent_9201kwcrbq9qfxaa2t8nnnkqf2w9", conversation_initiation_client_data={ "dynamic_variables": {"customer_name": "Daniele"}, }, ) ``` #### TypeScript ```typescript import { ElevenLabsClient } from "@elevenlabs/elevenlabs-js"; const elevenlabs = new ElevenLabsClient(); await elevenlabs.conversationalAi.whatsapp.outboundCall({ whatsappPhoneNumberId: "524029457612345", whatsappUserId: "12213231492", whatsappCallPermissionRequestTemplateName: "call_permission", whatsappCallPermissionRequestTemplateLanguageCode: "en", agentId: "agent_9201kwcrbq9qfxaa2t8nnnkqf2w9", conversationInitiationClientData: { dynamicVariables: { customer_name: "Daniele" }, }, }); ``` #### cURL ```bash curl -X POST https://api.elevenlabs.io/v1/convai/whatsapp/outbound-call \ -H "xi-api-key: $ELEVENLABS_API_KEY" \ -H "Content-Type: application/json" \ -d '{ "whatsapp_phone_number_id": "524029457612345", "whatsapp_user_id": "12213231492", "whatsapp_call_permission_request_template_name": "call_permission", "whatsapp_call_permission_request_template_language_code": "en", "agent_id": "agent_9201kwcrbq9qfxaa2t8nnnkqf2w9", "conversation_initiation_client_data": { "dynamic_variables": {"customer_name": "Daniele"} } }' ``` See the [API reference](/guides/changelog-api-reference-integrations-whats-app-outbound-call) for the full request schema. As with outbound messages, `conversation_initiation_client_data` sets dynamic variables and pins the conversation to a branch and environment, and an unknown branch or environment is rejected before the call is scheduled. :::callout{intent="note"} Meta charges for outbound calls and for call permission requests sent outside a [Customer Service Window](https://developers.facebook.com/documentation/business-messaging/whatsapp/messages/send-messages#customer-service-windows). Add a payment method in WhatsApp Manager before scheduling calls. ::: ## Campaigns and batching To call many users, use [batch calling](/guides/elevenagents-phone-numbers-batch-calls) with `whatsapp_params`: provide the phone number ID and the call permission request template once, and a `whatsapp_user_id` per recipient. There is no native batch endpoint for outbound messages yet. For template campaigns, call the [outbound message endpoint](/guides/changelog-api-reference-integrations-whats-app-outbound-message) once per recipient, and stay within Meta's messaging limits for your number — see [messaging limits](https://developers.facebook.com/documentation/business-messaging/whatsapp/messages/messaging-limits). ## Related pages - [Administration](./administration-index.md) - [API reference](./api-reference-index.md) - [Changelog](./changelog-index.md) - [ElevenAgents](./elevenagents-index.md) - [ElevenAPI](./elevenapi-index.md) - [ElevenCreative](./elevencreative-index.md) - [ElevenLabs Documentation Docs](../index.md) - [General Troubleshooting FAQ](./troubleshooting-index.md) - [General Website FAQ](./website-index.md) - [Help Center](./help-center-2-index.md) # Agent Instructions Cite this page’s canonical URL and keep its documentation version. Follow Link headers to discover available agent guidance and tools. 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