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Use Category protection to pause automations when Meta changes a WhatsApp template to Marketing from another category. Review the template before continuing at its new rate. This company-wide setting covers WhatsApp Cloud API and Coexistence automations, not Campaigns or one-to-one messages. It is off by default.

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Before you start

Only Super admin and Admin users can change the setting. It applies to all connected Cloud API and Coexistence accounts in your company.
1

Turn on Category protection

  1. Open Settings → bitCRM → Category protection.
  2. Turn on Pause automations on category change.
  3. Click Save changes, or Discard changes to cancel.
Category protection settings with Pause automations on category change enabled
Only future category changes are covered. Turning protection on does not pause automations for earlier changes.
2

Review a paused automation

  1. Open bitCRM → Automation.
  2. Under Automations need your review, click Review.
  3. In Review category update, check the template, automation, and new category. Choose:
    • Replace template: switch to another approved template.
    • Keep current template: accept its new category and rate.
  4. Click Confirm and resume to proceed with your choice.
If you chose Replace template, the affected message action opens. Select another approved template and save it; saving the same template does not clear the block.If you keep the template and Meta cannot verify its category, the window shows the last known category.Keep current template is unavailable when Meta rejected the template for the wrong category. Replace the template instead.
3

Turn the automation back on

Review every affected action, then turn the automation back on. Clearing one block does not clear others, and the automation does not restart automatically.

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What happens when Meta changes a template’s category

When a template changes to Marketing from another category:
  • Active automations using it become Inactive.
  • Draft and inactive automations cannot be enabled until reviewed.
  • An email lists the affected automations.
Marketing → Utility does not trigger a new pause or clear an existing block.

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FAQ

Turning protection off, saving the automation, or a later category change does not clear a block. Review each affected action, replace or keep the template, then turn the automation back on.
Review template category changes lists earlier changes and affected automations. Those automations were not paused by enabling the setting; open each one to review its template.
Only Super admin and Admin users can edit Category protection. If it is read-only, contact an admin.Agent users cannot resolve blocks. Super admin, Admin, Staff, and Staff Agent users can review them and receive the notification email.
A block applies to the same WhatsApp account, template, and language. It pauses the whole automation, including waiting steps and other branches. Messages already accepted by Meta cannot be recalled.