Message Templates

What this does

Message templates are pre-approved, reusable messages that can be sent across channels. WhatsApp requires templates for initiating conversations.

When to use it

Create templates for common outbound messages — appointment reminders, follow-ups, and notifications.

Step by step

1. Go to Helpdesk > Templates
2. Click + New Template
3. Fill in:
   • Name — internal reference
   • Channel — which channel this template is for
   • Message — the template text with placeholders
   • Placeholders — e.g. {{name}}, {{date}}, {{amount}}
4. For WhatsApp templates, submit for Meta approval
5. Click Save

Using templates

1. In a conversation, click the Templates button
2. Select the template
3. Fill in the placeholder values
4. Send

Tips

• WhatsApp templates must be approved by Meta before use (takes 24–48 hours)
• SMS and email templates don't need external approval
• Use placeholders to personalise each message
• Review template performance to see which messages get the best response rates