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href="/docs/whatsapp/pricing" class="_3cx9">定價</a></li><li class="_3cx7 _3cxd"><a href="/docs/whatsapp/messaging-limits" class="_3cx9">品質評級和收發訊息限制</a></li><li class="_3cx7 _3cxd"><a href="/docs/whatsapp/webhooks" class="_3cx9">Webhooks</a></li><li class="_3cx7 _3cxd"><a href="/docs/whatsapp/solution-providers" class="_3cx9">Solution Providers</a></li><li class="_3cx7 _3cxd"><a href="/docs/whatsapp/embedded-signup" class="_3cx9">內嵌註冊</a></li><li class="_3cx7 _3cxd"><a href="/docs/whatsapp/link-previews" class="_3cx9">Link Previews</a></li><li class="_3cx7 _3cxd"><a href="/docs/whatsapp/overview/policy-enforcement" class="_3cx9">政策執行</a></li><li class="_3cx7 _3cxd"><a href="/docs/whatsapp/business-platform/changelog" class="_3cx9">變更記錄</a></li><li class="_3cx7 _3cxd"><a href="/docs/whatsapp/business-platform/developer-onboarding-changelog" class="_3cx9">Developer Onboarding Changelog</a></li><li class="_3cx7 _3cxd"><a href="/docs/whatsapp/support" class="_3cx9">支援</a></li></ul></div><div class="_2pi6"><span class="img _55ym _55yq _55yo _5d9-" aria-busy="true" role="progressbar" aria-valuemin="0" aria-valuemax="100" aria-valuetext="載入中……"></span></div></div></div></div></div><div class="_1jbo _4are _1jcw _1jd4 _5zlc"><div class="_1dyy" id="u_0_5_ee"></div><div id="documentation_body_pagelet" data-referrer="documentation_body_pagelet"><div class="_34yh" id="u_0_0_iF"><div class="_4cel"><span data-click-area="main"><div class="_7aa"><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><div class="_7aa"><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><p><span style="float:left;padding-top:3px;padding-right:5px;"><img class="img" src="https://scontent-hkg4-1.xx.fbcdn.net/v/t39.8562-6/59399685_595945094257428_807173360218800128_n.png?_nc_cat=108&ccb=1-7&_nc_sid=f537c7&_nc_ohc=buKMp83Fr54Q7kNvgEe4tbV&_nc_zt=14&_nc_ht=scontent-hkg4-1.xx&_nc_gid=AQmiAgNKpQmi1ofYMEUC2Ra&oh=00_AYB9IRE0kLNlDXFUl2nkOB4_ls7nRl8Fl81IwfRlpv7A4g&oe=6747113A" height="20px" alt="" /></span><a href="https://developers.facebook.com/docs/whatsapp">WhatsApp Business 平台</a></p></div></div></div><h1>範本</h1><p>範本在範本訊息中用於與顧客展開營銷、工具和驗證<a href="/docs/whatsapp/pricing#conversations">對話</a>。有別於自由格式的訊息，如果顧客未曾向您傳送訊息或在過去 24 小時內未向您傳送過訊息，範本訊息是您唯一可向其傳送的訊息類型。</p><p>範本必須經過批准方能以範本訊息格式傳送。此外，根據顧客意見和互動情況，系統或會自動停用範本。範本一被停用，便無法再次以範本訊息格式傳送，直至其品質評分有所改善或範本不再違反我們的<a href="https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.whatsapp.com%2Flegal%2Fbusiness-policy%2F&h=AT048PUagK1Bi6323BLFuX9BtZ3HJldTWUPKUStPsUcqjBQYuWYrZwKhCsf9AmgZDCkt04DznhUWvQGESM690dxrahczFOf4_TAuFFwmhe2UNPVz-sfsM4DEPWlnBm9NkN2KWf1mi2aYD618tIyVUzHOVA" rel="nofollow" target="_blank" data-lynx-mode="hover">商業政策</a>或<a href="https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.whatsapp.com%2Flegal%2Fcommerce-policy%2F&h=AT30yAKjHNBwDP5yTZ5JIPfL430pqPPvJYG0jDzEyGfhHTjgB8Pt3kReIMX0kZ0CD57UqVP23B4xh_q04Co0_wXlCeDln5NJbEme_k6KFEWP7g6YZkWAGdgac5ZNhgZ5cIlUZfy38NA_ew3yAYylGJI--g" rel="nofollow" target="_blank" data-lynx-mode="hover">商務政策</a>。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>建立</h2><p>您可以使用 Business Management API 建立範本。詳情請參閱<a href="/docs/whatsapp/business-management-api/message-templates">建立和管理範本</a>。您也可以<a href="https://www.facebook.com/business/help/2055875911147364">使用 WhatsApp 管理工具手動建立</a>。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>審查程序</h2><p>建立範本後，您便可將其提交以供審查。審查決定結果可能需要最多 24 小時才會出爐。我們作出決定後，便會在 WhatsApp 管理工具中顯示一則通知，並向您的企業管理平台管理員傳送電郵。此外，如果您訂閱了訊息範本狀態變更，我們還會傳送 Webhook 通知。請參閱<a href="#monitoring-status-changes">監察狀態變更</a>。</p><p>如果您的訊息範本通過審查，其狀態會被設為<strong>使用中 - 品質待確認</strong>，此時您便可開始向顧客傳送該範本。如果您的訊息範本被拒絕，您可以<a href="#editing">編輯範本</a>，然後重新提交以供審查，又或者針對決定提出<a href="#appeals">申訴</a>。</p><h3>範例</h3><p>如果您的範本使用變數，您必須在提交時加入變數值範例（媒體資產、文字字串等）。這樣做方便我們了解您的範本向顧客展示時的視覺效果。</p><p>如要在 WhatsApp 管理工具中提交內容時加入範例，請首先建立範本並新增範本需要的任何變數，然後點擊「新增範例」按鈕。預覽窗格會顯示您提供的任何媒體資產範例或文字值範例。</p><div style="text-align:center;"><img class="img" src="https://scontent-hkg4-1.xx.fbcdn.net/v/t39.8562-6/183541941_313864493479565_8066320474827427715_n.png?_nc_cat=106&ccb=1-7&_nc_sid=f537c7&_nc_ohc=lG_xbog4X0oQ7kNvgFlKmG2&_nc_zt=14&_nc_ht=scontent-hkg4-1.xx&_nc_gid=AQmiAgNKpQmi1ofYMEUC2Ra&oh=00_AYDfHlhCWiCxJ9cTzVyQvnZjie7J4NJWs_ePkk1yq2QXFA&oe=6747133B" alt="" /></div><br /><p>如果使用我們的 API 建立範本，請在使用變數的要求中為每個範本元素物件加入 <code>examples</code> 屬性。</p><h3>被拒絕的常見原因</h3><p>提交內容通常因下列原因而被拒，因此，請務必避免此類錯誤。</p><ul class="uiList _4of _4kg"><li><div class="fcb">欠缺變數參數或所用的大括號不符。正確的格式為 <code>{{1}}</code>。</div></li><li><div class="fcb">變數參數包含特殊字元，例如 <code>#</code>、<code>$</code> 或 <code>%</code>。</div></li><li><div class="fcb">變數參數不連貫。例如已定義 <code>{{1}}</code>、<code>{{2}}</code>、<code>{{4}}</code> 和 <code>{{5}}</code>，但並未設定 <code>{{3}}</code>。</div></li><li><div class="fcb">相對於訊息長度，範本包含太多變數參數。您需要減少變數參數的數量或增加訊息長度。</div></li><li><div class="fcb">訊息範本不得以參數結尾。</div></li><li><div class="fcb">訊息範本包含違反 WhatsApp 商務政策的內容：在您出售商品或服務時，我們會將與商品或服務相關的所有訊息和媒體視為交易的一部分，包括任何說明、價格、費用、稅項和／或任何法律規定的必要披露內容。所有交易均須遵循 <a href="https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.whatsapp.com%2Flegal%2Fcommerce-policy%2F&h=AT3xNCF2GCkL4_Hrxn1s4PFz8lDseFIyqO56z7HDmkT0EQSNELNuLcVPLmRTKymQRnEQwSvsRAqpXTyX0-MEtkg1dhd3-h-yZgBbNAsTrjChDbKwRojlxvbpB9DSPsrbtt6bwqwkHptiVWYfv67q8Y0CEw" rel="nofollow" target="_blank" data-lynx-mode="hover">WhatsApp 商務政策</a>。</div></li><li><div class="fcb">訊息範本包含違反 <a href="https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.whatsapp.com%2Flegal%2Fbusiness-policy%2F&h=AT1nUDM-8A5F3mAnpPVv2CAK-1C6V_U_w_5gSImyoN4HJDSzR2y3bY3_d7oSc27kc9lQkt34JKbFC1LJU2hC7TQSrLRHP_n92LVseCDAO-EKBjvxX2JOlRarTNg0hRe39SqPXC7u1dX5AA3mlb9PM0xLZw" rel="nofollow" target="_blank" data-lynx-mode="hover">WhatsApps 商業政策</a>的內容：請勿要求用戶提供敏感識別資料。例如，請勿要求用戶提供完整的個人付款卡號碼、財務帳戶號碼、國民身分證號碼或其他敏感識別資料，其中包括不可要求用戶提供可能包含敏感識別資料的文件。不過，您可以要求用戶提供部分敏感識別資料，例如是其社會安全號碼的最後 4 位。</div></li><li><div class="fcb">內容包含可能具辱罵性或威脅性的內容，例如以法律訴訟威脅顧客或威脅要公開羞辱他們。</div></li><li><div class="fcb">訊息範本與另一個現有範本重複。如果所提交範本正文和註腳中的措辭與現有範本的相關內容一樣，這個內容重複的範本便會遭拒絕。</div></li></ul><p><a href="https://business.facebook.com/business-support-home">企業支援中心</a>內會顯示一則拒絕通知，當中包含拒絕的理由。您可在<strong>企業支援中心</strong>查看有哪些範本遭到拒絕，方法是前往<strong>帳戶總覽</strong> > <strong>查看我的帳戶</strong>（按鈕）>（您的 Meta 商業帳戶）>（您的 WhatsApp Business 帳戶）> <strong>遭拒絕的訊息範本</strong>。我們亦會透過電郵通知您範本被拒。</p><p>您可以參閱<strong>企業支援中心</strong>的通知，以找出現有範本當中哪些內容與被拒絕的重複範本相同，並且查看其名稱和所有語言。您也可以選擇編輯範本，然後重新提交。</p><p>這項檢查不適用於劃分為 <code>AUTHENTICATION</code> 類別的範本。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>編輯</h2><p>您可以使用 <a href="https://www.facebook.com/business/help/287011426725347">WhatsApp 管理工具</a>或<a href="/docs/whatsapp/business-management-api/message-templates#edit-a-message-template">訊息範本</a>端點編輯範本。請注意，如果您編輯某個訊息範本並重新提交以供審查，其狀態將被設為<strong>審查中</strong>；在其狀態改為<strong>使用中</strong>之前，您無法向顧客傳送該範本。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>傳送範本</h2><p>範本一經批准，即其 <code>status</code> 設為 <code>ACTIVE</code>，您便可開始向顧客傳送有關範本。如要使用雲端 API 傳送範本，請參閱<a href="/docs/whatsapp/cloud-api/guides/send-message-templates">傳送訊息範本</a>。如要使用內部部署 API 傳送範本，請參閱<a href="/docs/whatsapp/message-templates/creation">傳送訊息範本</a>。</p><p>請注意，視乎顧客意見和互動情況，訊息範本的 <code>status</code> 可能自動從 <code>ACTIVE</code> 變為 <code>PAUSED</code> 或 <code>DISABLED</code>。因此，我們建議您<a href="#monitoring-status-changes">監察狀態變更</a>，並在您依賴的訊息範本變成「已暫停」或「已停用」狀態時或有可能變成此等狀態時採取適當行動。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>狀態</h2><p>範本可能處於以下狀態。</p><ul class="uiList _4of _4kg"><li><div class="fcb"><strong>審查中</strong>：表示範本正在接受審查。審查最長需時 24 小時。</div></li><li><div class="fcb"><strong>已被拒</strong>：範本在審查過程中被拒絕，或違反我們的一項或多項政策規定。請參閱<a href="#appeals">申訴</a>。</div></li><li><div class="fcb"><strong>使用中 - 品質待確認</strong>：訊息範本尚未收到顧客的品質意見或讀取率資訊。您可以向顧客傳送處於此狀態的訊息範本。請參閱<a href="#quality-rating">品質評分</a>。</div></li><li><div class="fcb"><strong>使用中 - 高品質</strong>：範本幾乎沒有收到顧客的負面意見。您可以向顧客傳送處於此狀態的訊息範本。請參閱<a href="#quality-rating">品質評分</a>。</div></li><li><div class="fcb"><strong>使用中 - 中等品質</strong>：範本收到多位顧客的負面意見或讀取率低，但可能很快會被暫停或停用。您可以向顧客傳送處於此狀態的訊息範本。請參閱<a href="#quality-rating">品質評分</a>。</div></li><li><div class="fcb"><strong>使用中 - 低品質</strong>：範本收到多位顧客的負面意見或讀取率低。您仍可向顧客傳送處於此狀態的訊息範本，但此類範本可能很快會被暫停或停用，所以我們建議您解決顧客回報的問題。請參閱<a href="#quality-rating">品質評分</a>。</div></li><li><div class="fcb"><strong>已暫停</strong>：範本因反覆收到顧客的負面意見或讀取率低而被暫停。您無法向顧客傳送處於此狀態的訊息範本。請參閱<a href="#template-pausing">範本暫停</a>。</div></li><li><div class="fcb"><strong>已停用</strong>：範本因反覆收到顧客的負面意見而被停用。您無法向顧客傳送處於此狀態的訊息範本。 </div></li><li><div class="fcb"><strong>已提出申訴</strong>：表示經已提出申訴要求。請參閱<a href="#appeals">申訴</a>。</div></li></ul><p>您可以前往 <strong>WhatsApp 管理工具</strong> > <strong>概覽</strong>，將鼠標移到手提箱圖示（<strong>帳戶工具</strong>）上方，然後點擊「<strong>訊息範本</strong>」來查看相關範本的狀態。如果您有多個 WhatsApp Business 帳戶，請在右上角下拉式選單的帳戶清單中選擇所需帳戶以查看其範本狀態。</p><div style="text-align:center;"><img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.8562-6/309269237_1081395155854929_4735374635237418650_n.png?_nc_cat=104&ccb=1-7&_nc_sid=f537c7&_nc_ohc=AxGvGXPFc5UQ7kNvgEoRXgz&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AQmiAgNKpQmi1ofYMEUC2Ra&oh=00_AYD2IOmDbBQoBFjP_5DbH002nQGlo1vnzojv1op9NJH6EQ&oe=67471909" alt="" /></div></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>範本調節</h2><div class="_57yz _57z1 _3-8p"><div class="_57y-"><p>自 2024 年 4 月 30 日起，我們會就營銷範本和工具範本實施範本期間預測。</p></div></div><p>在範本期間預測機制下，顧客有時間就範本提供早期意見。此機制可以識別並<a href="#template-pausing">暫停</a>收到負面意見或互動率低的範本，讓您有充足的時間調整其內容，之後才向大批顧客傳送，降低收到負面意見而影響到您商家的機會。</p><p>範本期間預測適用於營銷範本和工具範本。新建立的範本、遭暫停後恢復使用的範本和以前可能已建立但未取得 <code>GREEN</code> 品質評分的範本都可能需要接受範本期間預測措施。範本品質記錄（例如品質低導致範本遭暫停）是範本進入期間預測程序的主要原因之一，您可能也會看到其他範本需要接受期間預測程序。</p><p>在範本接受期間預測程序期間，系統會在達到不定的門檻之前如常傳送訊息。達到此門檻後，系統就會暫緩傳送使用此範本的後續訊息，以預留充足的時間接收顧客意見。在收到高品質訊號後，系統就會將使用該範本的後續訊息大規模地傳送給整個目標受眾。如果收到低品質訊號，系統將丟棄使用該範本的後續訊息，讓您有機會調整內容和設定目標等。</p><h3>工具範本期間預測</h3><p>工具範本只有在被暫停過後才需接受期間預測程序。工具範本被暫停後，新建立的範本、被暫停後恢復使用的範本，以及以前建立但未取得 GREEN 品質評分的範本都可能需要在接下來的 7 天內接受期間預測程序。</p><h3>API 行為</h3><p>訊息端點的即時回應會透過 <code>messages</code> 物件中的新 <code>message_status</code> 屬性，指明訊息是已傳送還是暫緩傳送。API 的所有版本均可提供此回應。</p><ul class="uiList _4of _4kg"><li><div class="fcb"><strong>雲端 API</strong> 一律包含 <code>message_status</code> 屬性，其中已處理訊息的值為 <code>accepted</code>，暫緩傳送訊息的值為 <code>held_for_quality_assessment</code>。獲接受的訊息將在實際傳送時觸發 <code>sent</code> 和 <code>delivered</code> Webhooks，這與期間預測程序之前就有的行為相同。請在<a href="/docs/whatsapp/cloud-api/reference/messages/#examples">雲端 API 文件</a>中查看完整的回應範例。</div></li><li><div class="fcb"><strong>內部部署 API</strong> 包含 <code>message_status</code> 屬性，其中如有 <code>”Message has been held because quality assessment is pending”</code> 值，則代表訊息被暫緩傳送。已傳送的訊息不會包含此屬性。請在<a href="/docs/whatsapp/on-premises/reference/messages/#request">內部部署 API 文件</a>中查看完整的回應範例。</div></li></ul><p>如果收到的意見屬正面，令到範本<a href="#quality-rating">品質評分</a>因此變為<strong>高品質</strong>，系統便會恢復並如常傳送暫緩訊息。<a href="/docs/whatsapp/business-management-api/webhooks/components#message-template-quality-update"><code>message_template_quality_update</code></a> 會傳送品質更新，<a href="/docs/whatsapp/cloud-api/webhooks/payload-examples#message-status-updates"><code>messages</code></a> Webhook 會傳送有關訊息已傳送和已送達的最新消息。</p><p>如果收到的意見屬負面，令到範本品質因此變為<strong>低品質</strong>：</p><ul class="uiList _4of _4kg"><li><div class="fcb">系統會將範本的 <code>status</code> 設為 <code>PAUSED</code>。</div></li><li><div class="fcb">系統會傳送 <a href="/docs/whatsapp/business-management-api/webhooks/components#message-template-updates"><code>message_template_status_update</code></a>，其中 <code>event</code> 的值為 <code>paused</code>。</div></li><li><div class="fcb">每則暫緩傳送的訊息都將被棄置，並且會觸發含有 <code>"status":"failed"</code> 和 <code>"code":"132015"</code>（雲端 API 用戶）或 <code>"code":"2061"</code>（內部部署 API 用戶）的 <a href="/docs/whatsapp/cloud-api/webhooks/payload-examples#message-status-updates"><code>messages</code></a> Webhook。</div></li><li><div class="fcb">如果品質有變，便會觸發 <a href="/docs/whatsapp/business-management-api/webhooks/components#message-template-quality-update"><code>message_template_quality_update</code></a> Webhook。</div></li><li><div class="fcb">系統將透過 Meta Business Suite 通知、WhatsApp 管理工具橫額和電郵聯絡擁有 WhatsApp Business 帳戶的商家管理員，告訴他們相關訊息已被棄置。</div></li></ul><p>請參閱<a href="#template-pausing">範本暫停</a>，了解如何恢復使用因期間預測機制而被暫停的範本。</p><p>請注意，我們設有內部護欄標準，以確保我們在合理的時間內完成評估並作出期間預測決定，以避免對具有時限性的宣傳活動產生影響。我們的目標是，即使執行期間預測機制，輸送量最高的宣傳活動訊息仍能在一小時內送達（99 百分位數）。</p><p>因此，如果在系統收到足夠的意見來決定是否將範本品質評分提高或降低之前，已達到設定的內部護欄標準，我們一般便會恢復暫緩的訊息，同時傳送任何適宜的 <code>messages</code> Webhooks。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>監察狀態變更</h2><p>某個範本的狀態會自動變更，具體視乎審查決定、申訴結果或其<a href="#quality-rating">品質評分</a>變動而定。當某個範本的狀態有變時，您將收到 WhatsApp 管理工具通知、電郵和 Webhook 通知。</p><p>由於您只能向顧客傳送處於<strong>使用中</strong>狀態的訊息範本，我們強烈建議您訂閱 <code>message_template_status_update webhook</code> 欄位，以便在範本狀態有變時收取通知。請參閱 <a href="/docs/whatsapp/business-management-api/guides/set-up-webhooks">Webhooks 設定</a>以了解如何訂閱此欄位，另請參閱<a href="/docs/whatsapp/business-management-api/webhooks/components#message-template-updates">訊息範本更新</a>以查看 Webhook 裝載範例。</p><p>如果您設定了 Webhooks，並且看到特定訊息範本的品質正在下降，請前往 <strong>WhatsApp 管理工具</strong> > <strong>訊息範本</strong>，將鼠標移到有問題的訊息範本上方。此時應該會出現工具提示，當中顯示與問題性質相關的資訊。根據這項資訊，您可<a href="#editing">編輯範本</a>並提交範本以供重新審查、使用不同的範本或更改應用程式的業務邏輯。如果您編輯了訊息範本而且該範本通過審查，您便可向顧客傳送該範本，只要未有頻繁收到負面意見或讀取率不低，其品質評分便會逐漸提升。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>品質評分</h2><p>我們會根據使用情況及顧客意見和互動情況，為每個訊息範本提供一個品質評分。訊息範本只要處於<strong>使用中</strong>狀態，您便會在 WhatsApp 管理工具中看到其評分，緊隨訊息範本狀態及連字號後顯示：</p><ul class="uiList _4of _4kg"><li><div class="fcb">使用中 - <strong>品質待確認</strong>（以綠色字體顯示）</div></li><li><div class="fcb">使用中 - <strong>高品質</strong>（以綠色字體顯示）</div></li><li><div class="fcb">使用中 - <strong>中等品質</strong>（以黃色字體顯示）</div></li><li><div class="fcb">使用中 - <strong>低品質</strong>（以紅色字體顯示）</div></li></ul><p>如果訊息範本通過審查，其最初的評分會是<strong>品質待確認</strong>。如果某個訊息範本不斷收到負面意見或互動情況欠佳，這最終會導致該範本的狀態改變。只要訊息範本處於<strong>使用中</strong>狀態，無論品質評級如何，您都可將其傳送給顧客。不過，一旦訊息範本改為任何其他狀態，則在其重新變為「使用中」之前，您無法將其傳送給顧客。</p><p>透過訂閱 <a href="/docs/whatsapp/business-management-api/guides/set-up-webhooks#available-subscription-fields"><code>message_template_quality_update</code> 欄位</a>，您可以在範本品質評分有所變化時收到通知。</p><p>請參閱<a href="/docs/whatsapp/business-management-api/webhooks/components#message-template-quality-update">訊息範本品質更新</a>以查看 Webhooks 裝載範例。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>範本暫停</h2><p>如果訊息範本處於最低品質評分（<strong>正常使用中—低品質</strong>），便將自動被暫停一段時間，以保障使用該範本的電話號碼之品質評分。暫停時間如下所示：</p><ul class="uiList _4of _4kg"><li><div class="fcb">第 1 次：<strong>暫停</strong> 3 小時</div></li><li><div class="fcb">第 2 次：<strong>暫停</strong> 6 小時</div></li><li><div class="fcb">第 3 次：<strong>停用</strong></div></li></ul><p>當某個訊息範本被暫停（處於<strong>已暫停</strong>狀態）時，您無法向顧客傳送該範本，因此您應停止進行任何依賴該範本的自動發訊宣傳活動。如果您嘗試向顧客傳送被暫停的訊息範本，您無需就此付費，而且這次嘗試也不會計入您的<a href="/docs/whatsapp/messaging-limits">收發訊息限制</a>，不過，API 仍會拒絕此類嘗試。您只應在該範本的狀態再次設為<strong>使用中</strong>時，才恢復此類宣傳活動。</p><p>如果您認為編輯範本內容可以減少所收到的負面意見數量或增加用戶互動率，您可編輯已暫停的範本。請注意，當您編輯某個訊息範本並重新提交以供審查後，其狀態便會變為<strong>審查中</strong>；在其重新通過審查且狀態設為<strong>使用中</strong>之前，您無法向顧客傳送該範本。</p><p>如果您認為是業務邏輯（目標受眾、傳送參數等）導致負面意見或互動情況欠佳，您可修改業務邏輯。</p><p>暫停範本一開始不會影響傳送訊息範本的商家電話號碼，該電話號碼的收發訊息限制也不會因此下降。您可以繼續使用該電話號碼傳送其他高品質訊息範本。不過，如果商家持續傳送處於<strong>低品質</strong>狀態的訊息範本，該電話號碼最終也有可能受到影響。</p><h3>暫停通知</h3><p>訊息範本被暫停後，我們將透過 WhatsApp 管理工具通知和電郵通知您；如果您訂閱了訊息範本變更 Webhooks，我們還會傳送 Webhook 通知。請參閱<a href="#monitoring-status-changes">監察狀態變更</a>以了解 Webhook 設定資訊，另請參閱<a href="/docs/whatsapp/business-management-api/webhooks/components#template-paused">範例：已暫停範本</a>以查看 Webhook 裝載範例。</p><h3>恢復使用</h3><p>在達到上方列出的暫停時間後，範本將自動恢復使用。該範本恢復使用後，其狀態便會被設為<strong>使用中</strong>，並且您可以開始再次向顧客傳送該範本。如果您沒有停止進行依賴已暫停範本的任何自動發訊宣傳活動，應該可以再次開始此類宣傳活動。不過，直至範本恢復之前，我們建議您停止進行任何用到已暫停範本的宣傳活動，因為我們的 API 無論如何都會拒絕您的要求。</p><p>我們亦會根據該範本收到的最近顧客意見，將其品質評分重設為其他值。</p><p>與暫停通知類似，一旦範本的狀態改為<strong>使用中</strong>，我們便將透過 WhatsApp 管理工具通知、電郵和 Webhook 告知您。</p><div class="_57yz _57z1 _3-8p"><div class="_57y-"><p>由 2023 年 9 月 12 日開始適用於巴西、哥倫比亞和新加坡境內的企業。由 2023 年 10 月 12 日開始適用於所有企業。</p></div></div><p>在推出範本期間預測機制之時，我們還將一同推出透過以下方式恢復使用任何遭暫停範本的功能：</p><ul class="uiList _4of _4kg"><li><div class="fcb">API：透過向 <a href="/docs/graph-api/reference/whats-app-business-hsm/unpause/"><code>/{whats_app_message_template_id}/unpause</code></a> 發出 POST 要求。 </div></li><li><div class="fcb">WhatsApp 管理工具：透過點擊下方螢幕截圖中重點標示的「手動恢復使用範本」連結。</div></li></ul><p><em>請注意，在範本期間預測程序期間遭暫停的範本，需要透過 API 或 WhatsApp 管理工具手動恢復使用，才能再次使用。</em></p><div style="text-align:center;"><img class="img" src="https://scontent-hkg4-1.xx.fbcdn.net/v/t39.8562-6/373556926_3486045414984116_5861622768756765062_n.png?_nc_cat=106&ccb=1-7&_nc_sid=f537c7&_nc_ohc=tXtbNgLtgQ8Q7kNvgHjaLNZ&_nc_zt=14&_nc_ht=scontent-hkg4-1.xx&_nc_gid=AQmiAgNKpQmi1ofYMEUC2Ra&oh=00_AYC3YWXGtucPqlvUVAmkGr_yrlWZ8lRq3C4iHP4XqqNj1A&oe=674729F5" alt="" /></div><div style="text-align:center;"><img class="img" src="https://scontent-hkg4-1.xx.fbcdn.net/v/t39.8562-6/373460706_686383946840215_2405726767931275334_n.png?_nc_cat=106&ccb=1-7&_nc_sid=f537c7&_nc_ohc=Oe6YnJMpWXgQ7kNvgF7bN20&_nc_zt=14&_nc_ht=scontent-hkg4-1.xx&_nc_gid=AQmiAgNKpQmi1ofYMEUC2Ra&oh=00_AYA_vtQs5dJ2m7-8p3tU5vOn4TvAezYvTymyUc5U0ybk0g&oe=6747339C" alt="" /></div></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>申訴</h2><p>如果您提交的內容被拒絕，您可以提出申訴。請注意，申訴內容必須<a href="#samples">包含範例</a>。如果通過審查的範本被停用，您亦可加以<a href="#editing">編輯</a>，然後重新提交以供審查。</p><p>在 <strong>WhatsApp 管理工具</strong>中：</p><ol><li>將鼠標移到手提箱圖示（<strong>帳戶工具</strong>）上方，然後點擊<strong>訊息範本</strong>。</li><li>如果您有多個 WhatsApp Business 帳戶，請在右上角的下拉式選單中選擇所需帳戶以管理其範本。</li><li>找出並點擊您想編輯的訊息範本。</li><li>編輯該範本的內容。</li><li>點擊「<strong>新增範例</strong>」按鈕，並新增變數值範例及圖像範例。</li><li>點擊「<strong>提交</strong>」。</li></ol><p>我們將在 24 小時內審查申訴並作出決定。</p></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>了解詳情</h2><ul class="uiList _4of _4kg"><li><div class="fcb"><a href="https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.whatsapp.com%2Flegal%2Fbusiness-policy%2F%3Ffbclid%3DIwAR1jLRqG2MmfXVpoC8OxG2zTl5Ub96hEm-Kq7ucQ9K5dNB8GDFaAupD530Q&h=AT1oKQJZEwv6ffs1U7vpNnyxYlZEBYsy8090tIW8Pt-SQ01Geci0byTXVTSwd_03mocrC6jOQHmeeWN1lfXlAXKhTlz5H9pk8T9v8EyvJYvfzoNXQHJJeQIKSm-Hi5doT85aAs4HCYHl8_6zBLtoqGi1yg" rel="nofollow" target="_blank" data-lynx-mode="hover">WhatsApp 商業政策</a>：進一步了解我們的商業政策</div></li><li><div class="fcb"><a href="https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.whatsapp.com%2Flegal%2Fcommerce-policy%2F%3Ffbclid%3DIwAR3hJYolZAcjC0qlRoD3yAnxxDqcFfZWC9ckfMsownlLmmTNMmCWUBRBEwQ&h=AT2hoMnLUq4q6RwiC3H-buyR_iBC3Dbn52Ep4TL4CPtcWq8nWVfgcQyXy1L8UHO4_tJYEPwB3AKSON2VDVoVwCEwvW59psriPkfMxi5522TGRVazkoGxsrw3kWk1lwzn8-ZCJ2dUF4fHNrmlUm6F_NIq8w" rel="nofollow" target="_blank" data-lynx-mode="hover">WhatsApp 商務政策</a>：進一步了解我們的商務政策</div></li><li><div class="fcb"><a href="https://developers.facebook.com/docs/whatsapp/overview/policy-enforcement/">政策執行</a>：進一步了解我們如何執行政策 </div></li></ul></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><div class="_7aa"><div style="border:1px solid gray; padding:10px; align:center; border-radius:7px; text-align:center;"><a href="https://developers.facebook.com/docs/whatsapp" style="padding:10px">WhatsApp Business 平台</a> | <a href="https://developers.facebook.com/docs/whatsapp/business-management-api" style="padding:10px">雲端 API </a> | <a 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