Templates

What it does#

Templates sends one of your approved WhatsApp message templates. Templates are the only messages WhatsApp lets you send to a customer who hasn't written to you in the last 24 hours, so you need them for reminders, order updates and any message your system starts with a Catch Hook.

You create templates and get them approved in your Meta account. The step lists the approved ones only; templates still in review or rejected don't appear.

Send a template#

1. 1

   Drag Templates onto the canvas

   It's under WhatsApp (Meta) in the step list. Click it to open Step settings.

2. 2

   Pick the template

   Under Template, choose from the list. Each entry shows the template name and its language, for example order_shipped - [en]. The step fills in the template's header, message, footer and buttons.

   

   

3. 3

   Fill in the message variables

   Under Message and buttons, click the message. A small form opens with one Replace Variable field per variable ({{1}}, {{2}}, ...). Type what goes in each one: an answer such as @full_name, data your system sent such as #order_id, or fixed text.

4. 4

   Fill in the header

   If the header has a variable, click it and fill it in the same way. If the header is an image, video or document, upload the file or paste a public link (https). For a document you can also set the File Name (optional).

5. 5

   Fill in link buttons

   If a link button ends in a variable (for example https://example.com/track/{{1}}), click it and fill in the variable, for example #tracking_code.

6. 6

   Connect the outputs

   Each quick reply button of the template becomes its own connection, so you can branch on the customer's tap. A template without quick replies has one connection.

Messages#

Click the step and open Messages at the bottom of its settings to change what the bot says on its own here. Messages has Typed instead of tapping a button: what the customer gets when they type instead of tapping a quick reply.

Each field shows the default in grey. Leave it empty to keep the default, or write your own: it applies to every Templates step in this chatbot and goes live with Publish. Use for all my chatbots makes it the text for all your chatbots (account owner or admin). More texts are in Settings > System messages.

Example#

An approved template order_shipped:

Header: (image)
Body: Hi {{1}}, your order {{2}} is on its way!
Buttons: [Track order -> https://example.com/track/{{1}}]  [Thanks]  [I have a question]

Header file: https://example.com/img/box.jpg
{{1}} -> #customer_name
{{2}} -> #order_id
Track order link {{1}} -> #tracking_code

If your system started the chat with customer_name: Noa, order_id: 3234379 and tracking_code: A17, Noa receives the photo, Hi Noa, your order 3234379 is on its way! and three buttons. Track order opens https://example.com/track/A17. Thanks and I have a question each follow their own connection.

If a variable has no value#

Common mistakes#

• The template isn't in the list. Only approved templates appear. Check its status in your Meta account and reopen the step after approval.
• Leaving {{1}} as it is. An unfilled variable stops the template from being sent. Click the message and fill every field.
• Using a template on the wrong channel. Templates belong to the official WhatsApp Business API. On other channels the customer gets the message text instead.
• The header image doesn't arrive. Use a public https link, or upload the file in the step. Images up to 5 MB, videos up to 16 MB, documents up to 100 MB.
• Expecting a reply after a template without quick replies. The chat simply continues on its one connection. Add quick reply buttons in Meta if you want to branch.