Manage carousel templates with WhatsApp Business

September 30, 2025

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Requirements:

  • A paid Kommo account (Base, Advanced, or Enterprise plan) or be within 14 days of an active trial.
  • A dedicated phone number with country and area code (shortcodes are not supported) that is able to receive voice calls or SMS.
  • WhatsApp Business integration must be installed and connected to your number. Learn how to set it up in our article.
  • Carousel templates must be submitted and approved by Meta.
  • Add a payment method to your WhatsApp Business account in Meta. Learn how to do it here.

Limitations:

  • Templates can't be edited after submission or after sending.
  • Carousels are only visible in WhatsApp – if sent through another channel, only the message text is delivered.
  • Carousel templates are only available in the Marketing category.
  • Each Carousel template must include at least 1 card (maximum of 10). Every card requires:

- A media header (image or video).

- Body text.

- At least one button.

Note: All cards must use the same header format and button type. Changes made to one card (like adding or deleting a button, or changing the header) apply to all cards.

  • Buttons are limited to 2 per card and must be of the same type (Quick Reply or URL).

Carousel templates are part of the WhatsApp Business integration with Kommo. They let you send a series of interactive cards in a single message, making it easy to showcase multiple products or services in a visually engaging way.

Each card can include:

  • An image
  • A short description
  • Buttons that link to quick replies or directly to products and services

Note: Carousel templates are only available in the Marketing template category.

Where you can use Carousel templates

You can send Carousel templates through:

  • The feed
  • Salesbot (with limited functionality)
  • Broadcasting
  • Kommo app

Note: For a full overview of WhatsApp templates, see our WhatsApp templates article.

Use cases

Carousel templates can help you present information in a way that’s visual, interactive, and easy to explore. Here are some common ways to use them:

  • Highlight multiple products – Share up to 10 items in a single message instead of creating separate templates.
  • Present service packages – Show different options side by side, helping customers compare quickly.
  • Support marketing campaigns – Use carousels to promote seasonal offers or new launches with stronger visual impact.
  • Boost engagement – Add quick reply buttons to make it easier for customers to interact with your business.
  • Reach customers through different channels – Send carousels from the feed, Salesbot, broadcasting, or directly in Kommo.

Create carousel templates in Kommo

Follow these steps to create a Carousel template in Kommo:

  1. Go to WhatsApp → Templates. In the WhatsApp templates section, click Add a new template.

  1. Select Marketing as the template category, then choose Carousel as the message type.

  1. Fill in the template details:
  • Enter a Template name.
  • Select the WAB ID you want to use for this template.
  • Select the language.
  • Write the body of the WhatsApp message.
  • Fill out each card’s text/media header, body text, and at least one button.
  • Click the + button above the cards to add more.

  1. Use Save draft if you’re not ready to submit yet. When finished, click Send for approval to submit the template to Meta.

Once approved, your carousel template will look like a series of interactive cards in WhatsApp, with images, text, and buttons your customers can tap.

How carousel cards work

Carousel templates must follow a consistent format for all cards to work correctly.

Rules for all cards

  • All cards must use the same header format (text, image, or video). Mixed header types are not allowed.
  • All cards must use the same button type (Quick Reply or URL). Mixed button types are not supported.

What happens when you edit cards

  1. If no media or buttons are added yet:
  • Changing the header type → Automatically updates across all cards.
  • Adding or deleting a button → The same change applies to all cards.
  1. If media or buttons are already added:
  • Changing the header type → A confirmation popup appears. If confirmed, the change applies to all cards, but all uploaded media will be deleted.
  • Deleting a button → A confirmation popup appears. If confirmed, the button will be deleted from all cards.

These rules keep your carousel design consistent while still allowing you to customize text and content for each card.

How to send carousel templates

You can send carousel templates in Kommo through the Chats feed, Salesbot, or the Kommo app.

From the Chats feed

  1. Go to Chats and open a conversation. In the chat box, type “/” and select an approved carousel template.

  1. Preview the carousel, then click Send template.

Via Salesbot

  1. Go to WhatsApp → Bots → Salesbots and click Create a new bot.

  1. Add a Message step and select your WhatsApp number as the channel. Choose an approved carousel template.

  1. You’ll see a preview of the carousel templates. In the bot, you’ll be able to see the template name, the carousel text, and the cards displayed one below the other.

In the preview, the text is displayed as a regular message and the carousel cards can be switched using arrows:

When sent, recipients receive the full carousel with all its components.

Note: Quick Reply buttons can trigger different actions and can be combined with steps like Another answer, No answer, or Failed to send message. URL buttons only support one action. The bot immediately moves to the next step without waiting for a customer response.

From the Kommo app

  1. Open Chats and start a conversation.

  1. Click the robot icon and select Response templates.

  1. Choose an approved carousel template. The template will appear in the chat box as an attachment.

Note: A preview is not yet available in the app, but this feature is under development.

How to use carousel templates

What your customers see in WhatsApp

Carousel templates appear as two parts:

  • Message bubble – the main text above the carousel.
  • Carousel cards – swipeable cards with images, text, and buttons.

How customers can interact

They can either:

  • Reply to a carousel card (by tapping the card and sending a reply), or
  • Reply to the main message or use a Quick Reply button.

How it appears in Kommo

  • Replies to a carousel card are shown as regular messages.

  • Replies to the main message or Quick Reply are shown as replies to the entire template.

Note: Kommo does not currently track which specific card was clicked — only the template as a whole.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

Not a user yet? Sign up for our 14-day free trial or book a free live demo.

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