> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vendschat.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Templates FAQ

> Answers Co-Admin should give for WhatsApp template message questions.

Answers Co-Admin should give for WhatsApp **template message** questions.

***

## Basics

### Where are templates?

Sidebar **Templates** → `/template`

### Is this the same as AI Agent templates?

**No.** **Template Messages** = Meta-approved **WhatsApp** outbound messages (`/template`). **AI Agent templates** = bot starters (`/ai-agents/templates`).

### Which channels use templates?

**WhatsApp** is fully supported (create, list, sync, send). **Messenger/Instagram** cards exist on the hub; WhatsApp is the live template workflow today.

### Why do I need templates?

WhatsApp requires **approved templates** when messaging outside the **24-hour customer service window**, for many **Broadcasts**, and for proactive **New Chat** outreach.

***

## Navigation

### How do I create a template?

**Templates** → WhatsApp channel → **Create New Template** → fill form → **Submit for Approval**.

### How do I see all templates for a number?

**Manage Templates** on the channel card → `/template/whatsapp/list?channelId=`

### How do I add a WhatsApp channel first?

**Templates** → **Add Channel** → **Settings → Workspace → Channels** → connect WhatsApp.

***

## Approval & status

### What do APPROVED, PENDING, REJECTED mean?

| Status       | Can send?             |
| ------------ | --------------------- |
| **APPROVED** | Yes                   |
| **PENDING**  | No — Meta reviewing   |
| **REJECTED** | No — fix and resubmit |

### How long does Meta approval take?

Often minutes to 48 hours — varies by category and volume. Use **Sync** to refresh status.

### How do I sync templates from Meta?

**My Templates** list → **Sync** button.

### Can I save a draft?

**Save as Draft** shows *“Drafts are not available yet”* — use **Submit for Approval**.

***

## Creating templates

### What categories exist?

**Marketing**, **Utility**, **Authentication**

### What languages are in the create form?

English (`en_US`), Spanish, French, German, Portuguese — one language per template.

### How do variables work?

Use `{{1}}`, `{{2}}` in body — **Add Variable** button or type manually. Provide sample values for Meta review.

### What are button limits?

Up to **10** total: 10 quick replies, 2 URLs, 1 phone, 1 WhatsApp call, 1 copy code (see create form help text).

### Can I create image-header templates?

UI supports attachment types, but submit may block media until sample upload is supported — use **None** + text header for reliable creation today.

***

## Editing & deleting

### Can I rename a template?

**Name** is locked on edit — create a new template for a new name.

### What can I edit?

**Body**, **header** (text), **footer** — may trigger Meta re-review.

### How do I delete?

List row → **Delete** → confirm. Removes from workspace and Meta.

***

## Chat & sending

### Why can’t I type a normal reply?

**24-hour messaging window expired** — only **Templates** until customer replies.

### Where is the Templates button?

**Chat** composer toolbar (visible when window expired or for template sends).

### Can I send a pending template?

**No** — backend requires **approved** status.

### How do I schedule a template?

**Chat** → **Templates** modal → set schedule time.

### How do I broadcast with a template?

Template modal → **broadcast** mode → select **labels**. Or use **Broadcast** page with same approved library.

***

## Broadcasts & analytics

### Do broadcasts need templates?

**Yes** for WhatsApp campaigns — build in **Templates** first.

### Which plan includes broadcasts?

**Growth** and **Advanced** — see [billing](/billing/pricing-plans-reference).

### Where do I see template performance?

**Analytics** → WhatsApp → **Template performance**.

***

## Troubleshooting

### Sync failed

Check WhatsApp channel is **active**, credentials valid, WABA linked.

### Template rejected by Meta

Read rejection reason — usually wrong category, promotional utility content, or policy violation.

### Customer didn’t receive template

Check **Failed** in message logs; verify template **APPROVED**; valid WhatsApp number.

### Export button does nothing useful

Export not implemented — use Sync + Analytics CSV.

***

## Related docs

* [Templates overview](/templates/templates-overview)
* [Creating WhatsApp templates](/templates/creating-whatsapp-templates)
* [Managing templates & sync](/templates/managing-templates-and-sync)
* [Templates in Chat & broadcasts](/templates/templates-in-chat-and-broadcasts)
* [Channels FAQ](/channels/channels-faq)
* [Broadcasts](/broadcasts/campaigns)