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Once created, templates and quick replies are available in the conversation message field. The team member picks the message, fills in the variables, and sends it. Templates can also be sent in bulk through campaigns.

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What appears in each situation

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Send during a conversation

1

Open the conversation

In Conversations, open a conversation assigned to you. If the AI agent is handling it, click Take Over first.
2

Click the lightning button

The button is next to the message field. On hover, it shows Templates: Use template or quick reply. The Select Template window opens.
3

Search for the message

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

Fill in the variables

The first variable already has the contact name, when there is one. For the others, type the value or pick data from Basic Fields, Additional Information, or Additional Fields.
5

Check and send

Review the Message Preview and click Send Template. The same button sends templates and quick replies. You can also press Enter. To close without sending, press Esc.

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Start or resume on the WhatsApp Business API

When a template is required, the message field shows Use a template to send messages and is locked for free text. Note mode is still available.
1

Click Choose template

The button is in the notice above the message field. The window shows Select a template to start the conversation and lists only templates approved for the channel.
2

Fill in and send

Fill in the variables and click Send Template.
3

Wait for the reply

When the contact replies, the 24-hour window restarts and you can send free-form messages and quick replies again.
Messages sent by your team or by the AI agent do not reopen the 24-hour window. Only a message from the contact reopens it. Meta charges each template sent on your Meta account.

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Templates in campaigns

To send a template to many contacts, use Campaigns. You choose the channel, the approved template, and the audience, and map the variables to contact data. Campaigns introduction → · Create a campaign →

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Hybrid service in practice

  1. The AI agent serves the contact, qualifies them, and transfers to your team.
  2. The team member takes over and uses a quick reply to introduce themselves and continue.
  3. If the contact goes silent for more than 24 hours on the WhatsApp Business API, the team member sends a template to resume.
  4. When the contact replies, the conversation continues with free-form messages and quick replies.
Hybrid service → · Transfer a conversation →

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Common issues

There is no approved template for the conversation channel and no quick reply for your team. Ask an Administrator or Manager to create one.
Note mode is on. Switch back to message mode.
The conversation is outside the WhatsApp Business API 24-hour window. Send a template and wait for the contact to reply.
It is not associated with the conversation’s team. Ask for the team to be added in Edit and delete.

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Next steps

Send templates in a conversation

Details on sending templates on the WhatsApp Business API.

Use quick replies

Details on sending quick replies.