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Updated Aug 4, 2026

Message Templates

What you'll learn
  • What message templates are and why they save time
  • Where to manage templates in the application
  • How to use a template when sending a message
  • How templates work with WhatsApp's messaging rules

Message templates are pre-written messages that you can send with a few clicks instead of typing from scratch every time. They keep wording consistent and cut the time spent on routine replies such as greetings, appointment confirmations, follow-ups, and closing messages.

Where templates are managed​

Templates are created and maintained under Automations > Template Messages. From that section, you can:

  • Create a new template with the message text, optional variables (such as contact name), and any required media attachments.
  • Edit existing templates to update wording or fix errors.
  • Delete templates that are no longer needed.

The approval status for WhatsApp templates is shown on the WhatsApp channel's templates configuration, not in this list.

Using a template in a conversation​

  1. Open a conversation from the Inbox.
  2. In the message input area, open the attachment (+) menu and choose Template messages.
  3. In the dialog, use the searchable Template message dropdown to find a template by name.
  4. Select a template to auto-render its preview.
  5. Click Send to deliver the template message to the contact.

Some templates include variables (placeholders) that are automatically filled with contact-specific data -- such as the contact's name or appointment date -- before the message is sent.

WhatsApp template requirements​

WhatsApp enforces a 24-hour messaging window. If more than 24 hours have passed since the customer's last message, you cannot send a free-form message. Instead, you must use a pre-approved template message that has been submitted to and approved by Meta.

Key points for WhatsApp templates:

  • Templates must be submitted for Meta's review before they can be used.
  • Approved templates appear automatically in the template picker within the Inbox.
  • Templates may include header media (images, videos, documents), body text with variables, and footer text.
  • Rejected templates show a REJECTED status badge on the WhatsApp channel's templates configuration; revise and resubmit them in Meta's tooling.
tip

Build templates for the messages your team sends most often -- welcome greetings, business-hours notifications, appointment reminders, payment confirmations, and conversation closings. A solid template library can cut your average response time significantly.

Next steps​

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