> ## Documentation Index
> Fetch the complete documentation index at: https://docs.blubash.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Send a WhatsApp template in a conversation

> Understand when and how to send a pre-approved WhatsApp template message in BluBash, including how to fill in and preview variables.

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.

## 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.

## How to send a template

<Steps>
  <Step title="Open Conversations">
    Log in to BluBash and click **Conversations** in the left sidebar.
  </Step>

  <Step title="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](/conversations/start-new-attendance).
  </Step>

  <Step title="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.

    <Note>
      Template names are set by your administrator when the template is created.
    </Note>
  </Step>

  <Step title="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?
    ```
  </Step>

  <Step title="Preview and send">
    Review the final message in the **message preview** field. When everything looks correct, click **Send template**.
  </Step>
</Steps>

## 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.

<Warning>
  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.
</Warning>