Message Templates
Overview
Message Templates provide two ways to use pre-configured messages in your conversations: Quick Reply Templates (internal templates you can insert with #) and WhatsApp Message Templates (official WhatsApp-approved templates required for initiating conversations outside the 24-hour window). Both help you respond faster and maintain consistent messaging.
How to Access
- Open any conversation in the Inbox.
- Quick Reply Templates: Type # in the message input field, or click the "# = Templates" hint below the input.
- WhatsApp Message Templates: Click the + menu button next to the send button, then select Template (only visible for WhatsApp channels).
- Available to all roles: Admin, Agent, and Supervisor.
Interface Overview
Quick Reply Templates
When you type # in the message input:
- A dropdown list of matching templates appears above the input field.
- Each entry shows the template name.
- Selecting a template inserts its text into the message field and, if the template has a file attachment, shows a preview popover.
WhatsApp Message Templates
The WhatsApp template modal contains:
- A template selector/viewer where you can browse and preview approved WhatsApp templates.
- Template parameters that may need to be filled in.
- Send and Close buttons.
Features & Actions
Use Quick Reply Templates
What it does: Inserts a pre-saved response into the message input, optionally with a file attachment.
Steps:
- In the message input field, type #.
- A list of all available templates appears.
- Continue typing after # to filter by template name.
- Click on the desired template.
- The template text is inserted into the message field (replacing the # and any filter text).
- If the template includes a media attachment (image, video, audio, or document), a preview popover appears above the input showing the attachment.
- Edit the text if needed, then press Enter to send.
Important notes:
- To remove the attached template media, click the X button on the popover.
- The template's full content (including media) is fetched from the server when you select it.
- Templates are configured by administrators in the Templates section.
Send a WhatsApp Message Template
What it does: Sends an official WhatsApp-approved template message, which is required when initiating a conversation outside the 24-hour messaging window.
Steps:
- Click the + menu button in the chat input area.
- Select Template (document icon).
- A modal opens with the template viewer.
- Browse and select a WhatsApp template.
- Fill in any required template parameters (such as customer name, order number, etc.).
- Optionally attach a file if the template header requires one.
- Click Send to deliver the template message.
Important notes:
- This option is only available for WhatsApp channels.
- WhatsApp templates must be pre-approved by Meta before they can be used.
- Template parameters must be filled in correctly for the message to be delivered.
Fields Reference
| Field | Description | Required | Notes |
|---|---|---|---|
| Template Name | Name of the quick reply template | - | Used for search/filter with # |
| Template Text | The message content | - | Inserted into message input |
| Media Attachment | Optional file (image, video, audio, document) | No | Shown as preview popover |
| WhatsApp Template | Official approved template | Yes (for WA templates) | Selected from template viewer |
| Template Parameters | Dynamic values in the template | Varies | Must match template placeholders |
FAQ
Q: What is the difference between quick reply templates and WhatsApp templates? A: Quick reply templates (#) are internal shortcuts that insert text and optionally media into the message field. WhatsApp message templates are officially approved templates required by WhatsApp for initiating conversations after the 24-hour messaging window has expired.
Q: Why don't I see the Template option in the + menu? A: The WhatsApp Template option only appears for conversations on WhatsApp channels. If the conversation is on Messenger or Instagram, this option is not available.
Q: Can I create my own quick reply templates? A: Templates are managed by administrators. Contact your admin to add or modify templates.
Q: Can I edit the template text before sending? A: Yes, for quick reply templates you can edit the text in the message input field before pressing Enter. For WhatsApp templates, the text is fixed by the template structure.