ConfigurationTemplates

Create a template

How to create your first template

Creating a template is straightforward. Just fill in a few fields with the message content and choose the options you need.

1

Go to the templates section

In your agent’s side menu, open Message Templates and click the button to create a New template.

2

Enter the template name

Type a Template name that helps you identify it easily. For example: appointment_reminder or booking_confirmation.

The name can only contain lowercase letters, numbers, and underscores (_). Spaces, uppercase letters, and special characters are not allowed.

3

Select the language

Choose the language of the message (for example, en for English or es for Spanish). This is especially important for WhatsApp templates, since Meta needs to know which language the template is written in.

4

Set up the header (optional)

The Header is the top part of the message. You can leave it empty or choose a type:

  • Text: A short title displayed prominently at the beginning of the message.
  • Image: A photo or graphic that accompanies the message.
  • Video: A video shown alongside the text.
  • Document: An attached file (for example, a PDF).

If you don’t need a header, select None.

5

Write the message body

In the Message body field, write the main text your customer will receive. This is the most important part of the template.

You can include variables to personalize the message. For example:

Hi {{name}}, this is a reminder that you have an appointment on {{date}} at {{time}}.

To insert a variable, you can type it manually using the {{variable_name}} format or use the Insert variable button that appears above the text field.

7

Add buttons (optional)

Buttons let the customer interact directly with the message. Click Add button and choose the type:

  • Quick reply: The customer can respond with a single tap (for example, “Confirm” or “Cancel”).
  • URL: A button that opens a web link.
  • Phone: A button that lets the customer call a phone number directly.

For each button, fill in the Button text and, depending on the type, the URL or phone number.

8

Review the preview

In the Preview section you can see how your template will look before saving it. This helps you make sure the format and content are correct.

9

Save the template

Once you’re happy with the result, save the template. It will be created in Draft status and you can edit it before submitting it for review (in the case of WhatsApp).

Tips for a great template

  • Write clear and direct messages. Your customers will read them in just a few seconds.
  • Use variables so each message feels personalized.
  • Don’t overdo the buttons: one or two is enough in most cases.
  • Always review the preview before saving.