> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/admin-setup/template-messages.md). # Template Messages This page explains what template messages are and how admins can create and manage them from the Portal. Template messages are used to start or continue WhatsApp conversations when the customer session is closed, or when the company needs to send a pre-approved message to the customer. ### What are Template Messages? Template messages are pre-approved WhatsApp messages that can be sent to customers through the platform. They are required when there is no active WhatsApp session with the customer. A WhatsApp session is considered open for **24 hours** from the last message received from the customer. If more than 24 hours pass without a customer reply, the session is closed, and the agent cannot send a normal message until the customer replies again or an approved template message is sent. ### Why Template Messages are Important Template messages help teams reconnect with customers in a compliant way. They are commonly used to: * Start a new conversation with a customer * Reconnect with a customer after the 24-hour session has ended * Send follow-up messages * Send service updates * Ask the customer to continue the conversation * Allow the customer to reply and reopen the session ### Template Categories Template messages are categorized based on their purpose. Common template categories include: * **Marketing** * **Utility** * **Authentication** ### Marketing Templates Marketing templates are used for promotional or commercial messages. They may include messages related to: * Offers * Promotions * Campaigns * Product announcements * Customer engagement * Retargeting messages Marketing templates should be used carefully and only when suitable for the customer communication purpose. ### Utility Templates Utility templates are used for service-related or transactional communication. This is usually the most common template type needed for LiveChat use cases. For example, a utility template can be used when the agent needs to reconnect with a customer after the 24-hour WhatsApp session has ended. Example utility template: ``` Hi {{1}}, we would like to contact you regarding {{2}}. ``` In this example: * `{{1}}` can be replaced with the customer’s name. * `{{2}}` can be replaced with the reason for contacting the customer. After the template is approved, the agent can replace the variables with customized words or sentences before sending the message. ### Authentication Templates Authentication templates are used for verification-related messages. They are commonly used for: * OTP messages * Login verification * Identity confirmation * Account access verification Authentication templates are usually more specific and are not the main template type used for normal LiveChat conversations. ### Common LiveChat Use Case In LiveChat, template messages are often used when the agent needs to contact a customer after the WhatsApp session has closed. For example, if more than 24 hours have passed since the customer’s last reply, the agent cannot send a normal message directly. In this case, the agent can send an approved utility template message. Once the customer replies, the WhatsApp session becomes open again, and the agent can continue the conversation using normal messages or fast responses. ### Template Variables Templates can include variables using the format: ``` {{1}}, {{2}}, {{3}} ``` Variables are placeholders that are replaced before sending the template. Example template: ``` Hi {{1}}, we would like to contact you regarding {{2}}. ``` Before sending, the agent can replace the variables like this: ``` Hi Ahmad, we would like to contact you regarding your support request. ``` Variables help make template messages more flexible and personalized. ### Template Types When creating a template, the admin may need to select the template type. Template types may include: * Text-only template * Media and interactive template ### Text-only Template A text-only template includes message content without media. It can include: * Body text * Variables * Footer, if needed * Buttons, if needed This type is useful for simple follow-up or reconnection messages. ### Media and Interactive Template A media and interactive template allows the admin to create a richer WhatsApp template message that may include media or interactive actions. This type can include elements such as: * Header * Body * Footer * Buttons The **Header** is the area where media can be added to the template, depending on the selected header type. For example, the header can include: * Text * Image * Video * File / Document This type is useful when the company needs to send a template that includes media, such as an image, video, file, or interactive buttons. ### Template Building Blocks When creating a template, the admin can select the required building blocks. Common template building blocks include: * Header * Body * Footer * Buttons #### Header The header appears at the top of the template. It is where the admin can add the template media, if the template requires media. Depending on the selected header type, the header can be: * Text header * Image header * Video header * File / Document header For example, if the company wants to send a PDF file or an image with the template, the media should be added through the **Header** section. #### Body The body is the main message content. This is where the admin writes the main template text and adds variables if needed. Example: ``` Hi {{1}}, we would like to contact you regarding {{2}}. ``` #### Footer The footer is optional and can be used for short supporting text. For example: ``` Thank you for contacting us. ``` #### Buttons Buttons can be added to template messages to make it easier for customers to respond or take action. The available button options may include: * Add Button * Add URL * Add Number **Add Button** **Add Button** allows the admin to create a custom button inside the template message. For LiveChat utility templates, this button is commonly used to help the customer reply and reopen the WhatsApp session. Example: ``` Talk to Agent ``` When the template is sent from LiveChat and the customer clicks the button, it is considered a customer reply. This reopens the WhatsApp session and allows the agent to continue the conversation using normal messages or fast responses. For chatbot clients, if the template is sent directly from the Portal, this button can also be configured to trigger a specific chatbot reply or procedure, depending on the chatbot setup. **Add URL** **Add URL** allows the admin to add a button that opens a specific link. This can be used to direct the customer to a page such as: * Company website * Service page * Payment link * Booking page * Help center article **Add Number** **Add Number** allows the admin to add a phone number button. When the customer clicks this button, it can trigger a phone call to the configured number. **Common Use in LiveChat** For LiveChat template messages, buttons are usually added to **Utility templates**, especially when the goal is to reconnect with the customer after the 24-hour WhatsApp session has closed. A button such as **Talk to Agent** helps the customer respond quickly and allows the conversation session to open again. ### How to Create a Template To create a new template from the Portal: 1. Log in to the **Portal**. 2. Go to the template management page. 3. Click **Add** or create a new template. 4. Enter the template name. 5. Select the template category, such as Marketing, Utility, or Authentication. 6. Select the template type. 7. Select the language. 8. Add the required building blocks: * Header * Body * Footer * Buttons 9. Write the template body. 10. Add variables if needed. 11. Add buttons if needed. 12. Review the template content. 13. Submit the template for approval. ### Template Name The template name should be written clearly. It is recommended to use: * English only * No spaces * A clear name related to the template purpose Example: ``` customer_followup ``` or: ``` reconnect_customer ``` Using clear names helps admins and agents recognize the template later. ### Language The admin should select the correct template language. Available languages may include: * Arabic * English * Urdu The selected language should match the content of the template. ### Approval Process After a template is created, it needs to be submitted for approval. Template approval may take up to **24 hours**, but in many cases the status may be updated within seconds or minutes after the WABA account is activated. The template can only be used after it is approved. If the template is rejected, the admin may need to edit the content and submit it again. To improve the chance of approval: * Make the message clear. * Use the correct category. * Avoid unclear or misleading content. * Make sure variables are used properly. * Match the language selection with the actual message language. ### Checking Template Approval Status After a template is submitted, it may take up to **24 hours** to be reviewed and approved. In many cases, especially after the WABA account is activated, the approval status may be updated within seconds or minutes. To check the latest template status: 1. Go to the **Templates** page from the Portal. 2. Find the submitted template. 3. Click **Check the template status now**. 4. Review whether the template is approved, rejected, or still pending. Once the template is approved, it will automatically appear in the template list inside LiveChat when sending a new chat or template message. If the template does not appear in LiveChat after approval, contact the support team to review the template status and synchronization. ### Using Approved Templates in LiveChat After the template is approved, agents can use it from LiveChat when needed. For example, an agent can start a new chat by clicking the **+** button next to the chat views, entering the customer number, selecting the approved template, filling in the variables, and sending the message. After the template is sent, the chat will open in the agent’s **My Chats** view and will be assigned to the agent who sent the template. If the customer replies or clicks a quick reply button, the WhatsApp session becomes open again. ### Important Notes Template messages are managed from the Portal. Templates must be approved before they can be used. Template approval may take up to **24 hours**, but the status may update faster after WABA activation. Approved templates appear automatically in the LiveChat template list when sending a new chat or template message. Utility templates are usually the most common templates used for LiveChat reconnection cases. If the WhatsApp session is closed, the agent needs to send an approved template message before continuing the conversation. If the customer replies to the template message or clicks a quick reply button, the WhatsApp session opens again for 24 hours. Template variables should be filled carefully before sending the message. Buttons can help customers reply faster and reopen the conversation. ### Best Practices When creating template messages: * Choose the correct template category. * Use Utility templates for service-related follow-up and reconnection messages. * Keep the message clear and professional. * Use variables only when needed. * Make sure the variable meaning is clear to the agent before sending. * Add a quick reply button such as **Talk to Agent** when the goal is to continue the conversation. * Check the template status from the Portal after submitting it. * Avoid sending repeated template messages if the customer does not respond. * Review the template before submitting it for approval. ### When to Contact Support Contact the support team if: * A template is rejected and you need help editing it. * A template is approved but does not appear in LiveChat. * Variables are not working as expected. * Buttons are not appearing correctly. * Agents cannot send the approved template. * You need help choosing the correct template category or setup.