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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 ensure consistent, professional communication and dramatically reduce 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 Automacoes > Mensagens Template (Automations > Message Templates). From that section, you can:

  • Create a new template with the message text, optional variables (such as client name), and any required media attachments.
  • Edit existing templates to update wording or fix errors.
  • Delete templates that are no longer needed.
  • Review approval status for channel-specific templates (especially WhatsApp).

Using a template in a conversation​

  1. Open a conversation from the Conversas list.
  2. In the message input area, click the Templates button or template icon.
  3. Browse the list of available templates or use the search field to find the one you need by name or keyword.
  4. Click on a template to preview its content.
  5. Click Send to deliver the template message to the client.

Some templates include variables (placeholders) that are automatically filled with client-specific data -- such as the client'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 will show their rejection reason in the Automacoes > Mensagens Template management area so you can revise and resubmit them.
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​