> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/convert/chatbot/chatbot-common-questions/chatbot-how-to-use-whatsapp-api-templates.md). # Chatbot - How to use WhatsApp API Templates The **WhatsApp Templates** (also called *template messages*) are pre-approved messages by Meta that allow starting or resuming conversations with customers outside the 24-hour service window. They are mainly used for notifications, confirmations, reminders, and customer re-engagement in automations or chatbot flows. {% embed url="" %} *** ## What are WhatsApp Templates Templates are messages that need to be **created and approved by Meta** before being used. They allow companies to send messages to a customer even when **there has been no recent interaction**, unlike regular messages, which can only be sent within the 24-hour window after the customer's last message. Usage examples: * Appointment confirmation * Order update * Appointment reminder * Follow-up message * Conversation reopening To create a Template, see the article below: {% content-ref url="/pages/2931613a95d8ec8100532b4f6d6098def1b0c491" %} [Message Templates - WhatsApp API](/en/topics/relate/message-templates-meta/message-templates-whatsapp-api.md) {% endcontent-ref %} *** ## When to use a Template The use of Templates is necessary when: * The conversation with the customer **has already passed 24 hours since the last message received** * The company wants to **start a new conversation with the customer** * It is necessary to send **automatic notifications** via chatbot or automation Within the 24-hour window, it is also possible to use **Interactive Templates**. *** ## Interactive templates within the 24-hour window When the conversation is within the **24-hour window**, it is possible to send **templates with interactive buttons**, allowing the customer to choose an option directly in the message. These buttons make navigation within the chatbot easier and help direct support more quickly. Example of a message with buttons: > Hi! How can we help you today? Buttons: * View products * Talk to an agent * Track order When clicking a button, the customer automatically sends the corresponding response to the chatbot. *** ## Using variable responses with buttons In chatbot flows, the selected responses in the **interactive buttons** can be used as variables to define the next step of the conversation. In other words, the flow path can **change automatically according to the customer's choice**. #### Example of how it works Message sent by the chatbot: > What information do you want? Available buttons: * Products * Quote * Support Flow behavior: * If the customer clicks on **Products** → the chatbot sends the product catalog or product information * If they click on **Quote** → the flow directs to information collection for a quote * If they click on **Support** → support can be routed to the support team or another specific flow This way, the customer's chosen response works as a **variable that defines the automation path**. *** ## Variables in Templates Templates can also contain **dynamic variables**, used to personalize the message automatically. Example template: ``` Hi {{1}}, your order {{2}} has been confirmed and will be delivered on {{3}}. ``` When sending the message, these variables are replaced with specific information from the customer or the process. Example of sent message: > Hi João, your order #4587 has been confirmed and will be delivered on 10/03. This feature allows sending more personalized messages within automated flows. *** ## Templates in automations and chatbots Templates can be used within: * **Automation Flows** * **Chatbots** * **Automatic follow-ups** * **System notifications** This allows messages to be sent automatically according to events, conditions, or customer interactions. *** ## Best practices when using Templates To ensure better performance and avoid disapproval by Meta: * Use clear and objective language * Avoid excessive promotional messages * Make sure the customer has authorized receiving messages * Use variables to personalize messages whenever possible *** --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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