Sending a WhatsApp Template from the Inbox

WhatsApp allows free-form replies only within 24 hours of the customer's last message. Once that window has closed, an approved template is the only message that still reaches the customer -- and you can send one into the existing conversation straight from the inbox.

When you need one

Open the conversation in Live Inbox. When the 24-hour window has closed, the thread shows Window closed and the reply box is locked. From then on, a template is the only way to write to the customer until they write to you again.

Turn template sending on

WhatsApp charges for each template, so sending is off by default and stays off until someone turns it on. While it is off, nobody can send a template.

1. Go to Dashboard -> Settings -> WhatsApp Channel Setup.
2. Find the section Sending templates from the inbox.
3. Click Turn on. To stop again, click Turn off.

Only owners and admins can change this setting.

Who can send

Once sending is on, owners, admins and agents -- anyone who can reply in the inbox -- can send an approved template.

Sending a template, step by step

1. Open the conversation in Live Inbox.
2. Click Template. Only approved templates are offered.
3. Choose the template. A template that exists in several languages appears once, with a language choice.
4. Check the language. Conviro preselects the customer's detected language when it is known, and otherwise the dashboard language. You can switch to another one.
5. Fill in the values the template asks for: the header value, the body values and the link value.
6. Check the preview. It shows exactly what the customer will receive.
7. Click Send template.

The conversation then shows the words the customer actually received.

If a flow is waiting for an answer

If a flow in that conversation is waiting for the customer's answer, the dialog warns you: the customer's reply to your template may be taken as the flow's answer.

If the send is refused

Conviro explains a refusal in plain words:

• Sending is switched off -- an owner or admin has to turn it on first.
• The template is no longer approved -- check its status under Message templates.
• A value is missing or too long -- fill in every value and shorten the one that is too long.
• Meta could not be reached -- nothing was sent.
• Anything else -- Meta's own message is shown.

Costs

WhatsApp message fees are charged by Meta directly to your own WhatsApp Business Account -- keep a payment method in Meta Business Manager. Conviro does not charge per message.

Good to know

• A template goes into one existing conversation at a time. Conviro does not send bulk or broadcast campaigns.
• Marketing templates cannot be sent from the inbox.
• To write templates or submit them to Meta, see WhatsApp Message Templates.