Every WhatsApp template has one Category. You choose it in the Create template dialog, Kylo sends it to Meta, and Meta decides whether your content fits. The category also affects pricing and which content Meta approves. See Meta: template categorization.

​
The three categories

Kylo’s default is Utility.

​
Choosing for outbound lead messages

Most first messages to a lead are Marketing. A message that says “thanks for your enquiry, we will call you” and promotes nothing is closer to Utility, but Meta judges the content, not your intent. If you pick Utility for a message Meta reads as promotional, Meta approves it as Marketing instead. This has applied since April 9, 2025.

​
What Kylo does not offer

Kylo’s dialog has no one-time password button. Meta requires one for Authentication, so an Authentication template built in Kylo does not meet Meta’s definition. Create one-time passcode templates in WhatsApp Manager and use Kylo for marketing and utility messages.

​
When the category changes after approval

Meta can recategorize an approved template when its content or the messages it sends no longer match the category, and it can reject templates that stay miscategorized. Click Refresh on the Templates tab to pull the current category and status. Meta says it informs you by email and in WhatsApp Manager, and you can ask Meta to review the category for up to 60 days.
Changing a category through Edit resubmits the template and puts it back In review. It cannot be sent until Meta approves it again.

Template approval

Statuses, review time, and rejections.