> ## 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 in Chat & broadcasts

> How approved WhatsApp templates are sent from Chat — including the 24-hour window, scheduling, and label broadcasts.

How approved **WhatsApp templates** are sent from **Chat** and from **Broadcast → New broadcast** — including the 24-hour window and scheduling.

***

## Quick reference

| Task                         | Where                                                                    |
| ---------------------------- | ------------------------------------------------------------------------ |
| Send template in open thread | **Chat** → composer → **Templates**                                      |
| Window expired               | Banner in composer — only templates allowed                              |
| Pick template                | **Send Template Message** modal                                          |
| Fill variables               | Compose step in modal                                                    |
| Schedule send                | Modal → schedule date/time                                               |
| Broadcast to a segment       | **Broadcast → New broadcast** (labels or CSV), then compose the template |
| New outbound thread          | **New Chat** → often template-first for WhatsApp                         |

***

## 24-hour messaging window

WhatsApp **session messaging** allows free-form replies while the customer has messaged you within the last **24 hours**.

When the window **expires**:

1. Normal composer input is **hidden**
2. **Alert banner** appears:
   > *“The 24-hour messaging window has expired. You can only send template messages until the recipient replies to reopen the conversation window.”*
3. Agent uses **Templates** button to send an **approved** template
4. When the customer **replies**, the window **reopens** — free-form chat returns

Co-Admin should explain this as a **WhatsApp policy**, not a Vendschat bug.

Deep dive: [Channels FAQ — 24-hour window](/channels/channels-faq)

***

## Opening the template modal in Chat

**Templates** control in the message composer toolbar (when `expired` or for proactive template sends).

**Modal title flow:** **Send Template Message**

### Steps inside modal

| Step          | When                                         |
| ------------- | -------------------------------------------- |
| **Channel**   | **New Chat** flow — pick WhatsApp channel    |
| **Templates** | Browse & select approved template            |
| **Compose**   | Fill `{{1}}`, `{{2}}`, … variables + preview |

### Template filters (in modal)

| Filter       | Options                                                               |
| ------------ | --------------------------------------------------------------------- |
| **Category** | All · marketing · utility · authentication · …                        |
| **Status**   | Default **Approved + Pending** filter in UI — **only Approved sends** |
| **Search**   | Template name                                                         |

**Backend rule:** `Template must be approved before sending` — pending templates cannot deliver.

### Modes

| Mode          | Use                                          |
| ------------- | -------------------------------------------- |
| **Single**    | One recipient (current thread or new number) |
| **Broadcast** | Multiple contacts via **label** selection    |

***

## Sending a template (single)

1. Open **Chat** thread (or **New Chat**)
2. Click **Templates** in composer
3. Select **approved** template
4. Enter **variable values** matching `{{n}}` in body
5. Review preview (WhatsApp-style)
6. **Send Template Message**

Message appears in thread history as a template send; delivery statuses follow normal WhatsApp ticks.

***

## Scheduling a template

From the template modal:

1. Choose template + variables
2. Set **schedule** date/time
3. Confirm schedule

Backend stores scheduled template message for the thread — fires at scheduled time (requires approved template + valid session/channel).

**API path concept:** `threads/{threadId}/template-schedules`

***

## Template broadcast from Chat

**Broadcast mode** in template modal:

1. Select template
2. Choose **labels** (segment) — same label system as [shared inbox](/inbox/shared-inbox-and-labels)
3. Optionally create label inline
4. Send broadcast

Replies land in **Chat** — staff should monitor labeled threads (e.g. `MOM-2025-reply`).

Large campaigns use the same **Chat** → template composer → **Broadcast** flow. The sidebar **Broadcast** page (`/broadcast`) lists campaigns in the UI roadmap but **Create New Broadcast** there is not wired yet — compose from **Chat**.

Deep dive: [Broadcasts — campaigns](/broadcasts/campaigns)

***

## New Chat + templates

**New Chat** (+) from Chat header:

* For **WhatsApp**, first outbound message to a new number typically requires an **approved template**
* Modal may start at **channel** step when multiple WhatsApp lines exist
* Phone number field for recipient

Agents cannot cold-message arbitrary text outside session rules.

***

## Messenger & Instagram

**Template Messages** hub shows Messenger/Instagram cards, but **WhatsApp** has full create/list/send integration today.

Messenger and Instagram DMs follow **session messaging** rules on those platforms — not WhatsApp template catalog. Co-Admin: route WhatsApp template questions here; route IG/FB session questions to [Messenger & Instagram channels](/channels/messenger-and-instagram).

***

## Variable mapping at send time

Template body stored as:

```text theme={null}
Hi {{1}}, your order {{2}} ships today.
```

At send, agent or automation supplies:

| Variable | Example value |
| -------- | ------------- |
| `{{1}}`  | Sam           |
| `{{2}}`  | #10482        |

Mismatch or missing variables cause send errors — keep templates simple.

***

## Analytics & template performance

After sends:

* **Analytics** → WhatsApp channel → **Template performance**
* Compare reply rates, button engagement
* **Message logs** — filter **Template** type, **Failed** status

Deep dive: [Analytics FAQ](/analytics/analytics-faq)

***

## Compliance checklist

* Only message customers who **opted in** or **messaged you first**
* Match template text to what you promised in chat
* Honor opt-out — label `Do-not-broadcast`
* Use **Utility** for transactional; **Marketing** only with consent

***

## Troubleshooting

| Symptom                     | Cause / fix                                          |
| --------------------------- | ---------------------------------------------------- |
| Composer greyed out         | 24h expired — use **Templates**                      |
| Template not in list        | Not **APPROVED** — check **Templates** list          |
| Send fails                  | Variables missing; template rejected; invalid number |
| Broadcast empty             | No contacts on selected labels                       |
| “Template must be approved” | Wait for Meta or **Sync** status                     |

***

## Related docs

* [Templates overview](/templates/templates-overview)
* [Managing templates & sync](/templates/managing-templates-and-sync)
* [Creating WhatsApp templates](/templates/creating-whatsapp-templates)
* [Templates FAQ](/templates/templates-faq)
* [Chat inbox overview](/inbox/chat-inbox-overview)