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Message templates

This section decides which approved WhatsApp templates agents can send from the chat window. Templates are the pre-approved messages WhatsApp requires for proactive outreach and for replying outside the 24-hour customer-service window; here you curate the shortlist agents actually see, so they aren't scrolling through every template your business has registered.

This page stages your edits behind a Save button — nothing changes until you click Save (which is disabled until you have unsaved changes).

Choosing templates​

  • Utility / Marketing — checkboxes that filter which templates appear in the list below. Utility is on and Marketing off by default. Toggle these to include or hide each category (templates in other categories always show).
  • Select templates — a multi-select list of your approved templates. Only templates with an approved status appear — drafts and rejected templates are never listed. Pick every template you want agents to have access to.
  • Save — commits your selection.

The same approved WhatsApp templates are used when sending outbound messages in Broadcasts, where you also manage and submit templates for approval.