Skip to main content

How to Use WhatsApp Message Templates?

WhatsApp Message Templates (WhatsApp Business Templates) are the primary way for businesses to reach out to customers. Their most important feature is: Even after the 24-hour conversation window has closed, you can still use approved templates to proactively message your contacts.

In addition to one-on-one messaging in the inbox, templates are frequently used for WhatsApp Broadcast Marketing.

Using Templates in Inbox Conversations​

Step 1: Locate the Send Entry​

The entry point varies slightly depending on the current state of the conversation:

  • Scenario A: Session Timed Out (No interaction for over 24 hours) Click the "Send Template" button directly in the center of the chat window. Timed-out session entry
  • Scenario B: Session Active (Ongoing conversation) Click "Insert" in the chat toolbar and select "Message Template" from the menu. Active session entry

Step 2: Select a Template​

In the template list pop-up, choose the specific template you wish to send (e.g., Shipping Notification, Appointment Confirmation, etc.). Select WhatsApp Template

Step 3: Fill in Variables​

If your template contains placeholders (such as {{1}} for name or {{2}} for order number), fill in the corresponding personalized content here.

  • Tip: If the template is plain text without variables, skip this step. Fill in variable info

Step 4: Send​

After reviewing the preview, click "Send."

Efficiency Tip

You can combine frequently used template messages with Workflow Automation. For example: When a customer submits a form, the system can automatically trigger a WhatsApp confirmation template via a workflow to achieve an instant automated response.

Prerequisites

Before sending templates in MsgBox, ensure:

  1. You have connected your WhatsApp Business account. Learn how to connect
  2. Your templates have been approved in the Meta backend and synced to MsgBox. How to sync WhatsApp templates?

Next Steps: