> ## 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.

# Templates and quick replies: overview

> Learn the difference between Meta-approved message templates and quick reply shortcuts, and when to use each one in your BluBash workspace.

BluBash gives you two types of pre-configured messages to speed up and standardize how your team communicates with customers: **message templates** and **quick replies**. Each serves a distinct purpose and has its own rules for when and how you can use it.

## Message templates

Message templates are structured messages that **require approval from Meta** before you can send them. They are only required if you use the **Official WhatsApp Business API**.

**Use templates to:**

* **Start conversations** — when you need to send the first message to a contact
* **Re-open conversations** — when more than 24 hours have passed since the contact's last message
* **Send notifications** — order updates, confirmations, and reminders
* **Run campaigns** — promotions, special offers, and newsletters
* **Follow up** — sales or support follow-ups

**Templates are required in two situations:**

1. **First message** — you have never exchanged messages with the contact before
2. **24-hour window expired** — more than 24 hours have passed since the contact's last inbound message

<Info>
  WhatsApp allows free-form messages only within a 24-hour window after the contact's last message. Outside that window, you must use an approved template.
</Info>

## Quick replies

Quick replies are ready-to-send messages available for **immediate use**, with no approval needed. They work as a pre-written message bank that agents can insert during active conversations.

**Use quick replies for:**

* **Greetings** — welcome messages and agent introductions
* **Frequently asked questions** — standard answers to common queries
* **Useful information** — business hours, address, payment methods
* **Instructions** — step-by-step guidance for common issues
* **Sign-offs** — standardized closing messages

<Tip>
  Unlike templates, quick replies have **no per-send cost** and are available instantly, with no approval process.
</Tip>

## Key differences

| Feature            | Message template                 | Quick reply                  |
| ------------------ | -------------------------------- | ---------------------------- |
| **Approval**       | Requires Meta approval           | Immediate use                |
| **When to use**    | Start or re-open conversations   | During active conversations  |
| **24-hour window** | Works outside the window         | Only works inside the window |
| **Cost**           | May incur a per-send fee         | No additional cost           |
| **Structure**      | Header + Body + Footer + Buttons | Free format                  |
| **Media**          | Image, video, document           | All types                    |
| **Availability**   | Per channel (WhatsApp)           | Per team                     |
| **Variables**      | Yes (`{{1}}`, `{{2}}`, etc.)     | Yes (`{{1}}`, `{{2}}`, etc.) |

## Important notes

* Templates and quick replies are created by account **administrators and managers**
* All team members can **use** the templates and quick replies available to them
* Approved templates become available for use **immediately** after approval
* Quick replies are **team-specific** — agents only see the replies assigned to their team
* Both types support **dynamic variables** for personalization