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Templates are messages approved by Meta. On the WhatsApp Business API, they are the only way to start a conversation and to reach a customer again after 24 hours without a message from them. BluBash detects when a template is required and shows the notice right in the conversation.

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When a template is required

In these situations, the message box shows Use a template to send messages and is locked for free-form messages. Note mode remains available.

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Rules by channel

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How to send a template

1

Open the conversation

In Conversations, open the conversation. To reach someone for the first time, start a new conversation first.
2

Click Choose template

The button is in the notice above the message box. The Select Template window opens with the instruction Select a template to start the conversation. In this case, the list only shows templates.
3

Find the template

Use Search templates… to search by name, category or text. You can also browse with the arrow keys.
4

Fill in the variables

Variables are the {{1}}, {{2}} placeholders in the template. The first variable is already filled with the contact’s name, when available. For each variable, type the value or click the field icon to pick contact data from Basic Fields, Additional Information or Additional Fields. Every variable must be filled in.
5

Check the preview and send

Review the final text in Message Preview and click Send Template. You can also press Enter. To close without sending, press Esc.
Template example:
After filling in the variables:

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Templates within the 24-hour window

Within the window, you can also use templates without waiting for the notice. Click the lightning button next to the message box (Templates: Use template or quick reply). The list shows templates first, marked Template, followed by quick replies, marked Quick Reply. Use quick replies →

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After sending

  • The contact replied: the 24-hour window restarts and you can send free-form messages again.
  • The contact did not reply: to try again, send another template.
Meta charges for WhatsApp Business API messages directly on your Meta account, which needs an active payment method. Use templates with a clear purpose and avoid repeated sends to people who did not reply.

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Who creates templates

Templates are created on the Templates & Quick Replies page and submitted to Meta for approval. In the conversation, the list only shows the templates available for it. If you need a message that does not exist yet, ask your manager. What are templates and quick replies → · Create a template → · Use variables →

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Common issues

There is no approved template available for this conversation. Ask whoever manages templates to create one and submit it for approval.
A variable is empty. Fill in every variable and check the Message Preview.
Check whether the last message really came from the contact. Messages sent by the team or by the AI do not reopen the window.

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Next steps

Quick replies

Reply faster with ready-made texts.

Campaigns

Send templates in bulk to segmented lists.