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Templates are pre-approved message formats required by Meta’s WhatsApp policies in specific situations. BluBash will tell you when a template is required, so you never need to guess. Templates are created and managed by your account administrator — if you need a message that does not exist yet, ask your manager to create a new one.

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When templates are required

You must use a template in two situations:
  • More than 24 hours have passed since the customer last sent a message.
  • You are starting a conversation for the first time with a customer who has never messaged your company.

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How to send a template

1

Open Conversations

Log in to BluBash and click Conversations in the left sidebar.
2

Select the conversation

Open the conversation where you need to send a message. If you have not started a conversation yet, see Start a new conversation with a contact.
3

Choose a template

When a template is required, BluBash displays a notice and shows the Choose a template option. Click it, then select the template you want from the list or search by name.
Template names are set by your administrator when the template is created.
4

Fill in variables

Some templates include variables — placeholders like {{1}}, {{2}} — that let you personalize the message for each customer.BluBash suggests values automatically, but you can edit them as needed.Example template:
Hello {{1}}, this is {{2}}, how are you?

We agreed to talk again today — would it be okay if I sent you an audio message?
After filling in variables:
Hello Ana, this is Maria, how are you?

We agreed to talk again today — would it be okay if I sent you an audio message?
5

Preview and send

Review the final message in the message preview field. When everything looks correct, click Send template.

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After sending a template

  • If the customer replies, the 24-hour window resets and you can continue the conversation with free-form messages.
  • If the customer does not reply, you will need to send a new template the next time you want to reach out.
You cannot send free-form messages outside the 24-hour window. Always use templates in those cases to stay compliant with Meta’s messaging policies.