Communication
Message Templates
Create and manage WhatsApp message templates for outreach outside the 24-hour window.
Overview
WhatsApp templates are pre-approved message formats required for many proactive / out-of-session messages.
Where to manage
Use the Communication / templates surfaces in the app (templates list synced with Meta). Approved templates appear for send when the customer care window is closed.
Tips
- Keep template language clear and category-correct (utility / marketing / authentication per Meta rules)
- After editing, wait for Meta approval before sending
- Combine with Campaigns / Marketing flows when broadcasting