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WhatsApp

How to send a WhatsApp template in a conversation

In Conversations, open the customer's conversation, pick the WhatsApp channel, click WhatsApp Template, select an approved template, check the preview, and send it. You can also swap the template's image for that send only.

Updated on

Before you start

  • WhatsApp must be connected in Settings › WhatsApp.
  • You need at least one template with Active status (approved by Meta).
  • The contact needs a cell phone number that uses WhatsApp.
Where to find it

Conversations › customer's conversation › WhatsApp channel › WhatsApp Template

Step by step

Send an approved template

  1. Open Conversations and click the customer's conversation (or search for the contact by name).
  2. In the message box, pick the WhatsApp channel.
  3. If you have more than one WhatsApp number, choose the number you want to send from.
  4. Click WhatsApp Template and pick the template from the list. Only approved templates are shown.
  5. Check the preview: it shows the text, the category (Marketing, Utility…), and the template's language.
  6. If the template has an image, video, or document and you want to use a different file, click Replace media and choose a file from your computer.
  7. Click Send (or schedule it for later).

Use saved replies within the 24-hour window

  1. Create the reply in Marketing › Templates: click Add Template, choose Text Template, give it a clear name, and save.
  2. In Conversations, open a conversation where the customer messaged you less than 24 hours ago and pick the WhatsApp channel.
  3. Click the Insert Snippet icon in the message box and choose the reply.
  4. The text drops into the message box. Adjust it if needed and click Send.

Tips

  • Use the preview to double-check the language: it's easy to pick the wrong version of a template with the same name.
  • Swapping the image with Replace media only applies to that send. The approved template doesn't change.
  • Saved replies (snippets) don't need Meta approval, but they only work while the 24-hour window is open.

Common problems

  • I don't see the template button or the preview → Refresh the page. If it's still missing, check whether the feature is available in Settings › Labs and turn it on.
  • The template I created isn't in the list → Only templates with Active status show up. Check the status in Settings › WhatsApp › Templates.
  • I can't replace the image → Check the file type and size. Use JPG or PNG for images and a smaller file.
  • The saved reply won't send → The 24-hour window is closed. Send an approved template and wait for the customer to reply.

Frequently asked questions

What's the difference between a WhatsApp template and a saved reply?

A WhatsApp template is approved by Meta and can start a conversation at any time. A saved reply is text stored in Elooo CRM, with no approval needed, and can only be used while the 24-hour window is open.

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