WhatsApp templates

A template is a message pre-approved by WhatsApp. It's the only way to start a conversation when the 24-hour window is closed.

Demo organization: Casa Nativa. Interface shown in Spanish.

Video: select a fictional template and click Send template. This is a simulation; nothing is sent to Meta.

See your templates

Open Templates. The table shows each template with its language and its status in Meta.

Create a template

1. In Templates, select New template.
2. Fill in the name, the language and the message content.
3. Select Create in Meta. Ricky sends the template for review.

Meta is the source of truth: the template goes through its review and the status is reflected in Ricky's table.

Variables

A variable is replaced with the contact's data when sending. When you use the template in a broadcast, you choose which CRM field fills each variable.

When they're used

• To start a conversation with a customer outside the 24-hour window.
• To send a broadcast to many contacts at once.

Inside the 24-hour window, the team and the agents reply with free-form messages.

Send a template to one contact

1. Open a WhatsApp conversation under Conversations.
2. If the message box is available, select Use template. Outside the service window, select Send a template.
3. Under Send template, choose an approved template for that number.
4. Fill any Header variables and Body variables the template requires; review the preview.
5. Select Send template and check the message status in the conversation.

If the list is empty, check the number's WhatsApp account and whether Meta approved the template. A template from another number or of an unsupported type may show Not supported. Clicking send starts a request: check delivery or failure in the conversation before retrying.

The Casa Nativa video simulates the template and send response in the browser. The demo number has no Meta-approved template: the video teaches the UI steps and does not prove WhatsApp delivery.