What are templates
Ready-to-use messages whenever you need them
Templates are predefined messages you can reuse every time you need to reach out to your customers. Instead of writing the same message over and over, you create a template once and use it as many times as you want.
For example, you can have a template for appointment reminders, another for booking confirmations, and another for sending promotions. Each one with its own text, format, and structure.
What templates are used for
Templates work together with automations so Aura can send messages without you lifting a finger. For example, an automatic reminder 24 hours before every appointment.
WhatsApp only allows you to send messages freely during the 24 hours after the customer’s last message. After that window closes, you can only contact them using an approved template.
Templates can include variables that are automatically filled in with real data: the customer’s name, their booking date, the service they reserved, and more.
You can create templates for different communication channels: WhatsApp, Instagram, and Gmail.
WhatsApp templates must be approved by Meta before they can be used. Templates for other channels do not require approval.
Where to find templates
To access your templates, go to the Message Templates section in your agent’s side menu. There you’ll see a list of all your templates with their name, language, status, and content.
When you need a template
- When you want to send automatic reminders for appointments or bookings.
- When you need to contact a customer on WhatsApp more than 24 hours after their last message.
- When you want all your business communications to have a consistent, professional format.
- When you set up automations that send messages at specific moments (before an appointment, after a visit, etc.).
