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Steps

Templates

Send a WhatsApp message template Meta approved for your business, with its variables filled in.

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.

The Templates step

Send a template#

  1. 1

    Drag Templates onto the canvas

    It's under WhatsApp 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.

  5. 5

    Fill in link buttons

    If a link button ends in a variable (for example https://shop.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.

Example#

An approved template order_shipped:

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

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://shop.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.