Template messages — overview

Template messages are pre-approved WhatsApp formats Meta requires for many outbound sends — especially outside the 24-hour messaging window, for Broadcasts, and for proactive New Chat outreach. Who this is for: Ops leads, marketers, and support managers asking Co-Admin “Where are templates?”, “Why can’t I type in Chat?”, or “How do I send a broadcast?” Main path: Sidebar Templates → /template Important: This is WhatsApp message templates (Meta-approved). It is not the same as AI Agent templates at /ai-agents/templates.

Quick reference

Need	Where to go
Template hub (by channel)	Templates → `/template`
WhatsApp template list	Manage Templates → `/template/whatsapp/list?channelId={id}`
Create WhatsApp template	Create New Template → `/template/whatsapp/create?channelId={id}`
Edit template	List row Edit → `/template/{id}/edit?channelId={id}`
Sync from Meta	List page Sync
Send in Chat	Chat composer → Templates (when window expired or proactive)
Schedule template	Chat template modal → schedule
Label broadcast	Chat template modal → broadcast mode
Add WhatsApp channel	Templates → Add Channel or Settings → Channels

Templates vs AI Agent templates

	Template Messages (`/template`)	AI Agent templates (`/ai-agents/templates`)
Purpose	Meta-approved WhatsApp outbound messages	Starting configs for customer bots
Approval	Meta review (Approved / Pending / Rejected)	No Meta approval
Used in	Chat, Broadcast, scheduling	AI Agents training only
Channels	WhatsApp (fully wired)	N/A

Co-Admin: if a customer says “templates” in a WhatsApp / broadcast / 24-hour context, use this folder. If they mean bot personality, use AI Agents overview.

Sidebar
└── Templates                         /template
    ├── Channel cards (WhatsApp)      per connected number
    │   ├── Create New Template       /template/whatsapp/create?channelId=
    │   └── Manage Templates          /template/whatsapp/list?channelId=
    ├── Messenger / Instagram cards   (placeholders — WhatsApp is live)
    └── Connect New Channel           /settings/workspace/channels

Chat
└── Composer
    ├── 24h window expired banner
    └── Templates button → Send Template Message modal

Entry point	Lands on
Sidebar Templates	`/template`
Add Channel (header)	Settings → Workspace → Channels
WhatsApp card Manage Templates	List for that `channelId`
Chat Templates icon	Template picker modal (approved templates)

Example: FixIt Home Services

FixIt sends job confirmations and “technician on the way” updates on WhatsApp.

Template	Purpose
`job_confirmed`	Date, time slot, address snippet
`tech_enroute`	Name + ETA + Call button
`rate_service`	Post-job feedback link

Created under Templates for their WhatsApp channel, submitted to Meta, tracked as APPROVED / PENDING / REJECTED. Agents pick them in Chat when the 24-hour window is closed.

Why templates matter

Situation	Template typically required?
Customer messaged within 24 hours	Free-form reply OK (session open)
24-hour window expired	Yes — composer shows banner
You message first (New Chat)	Yes
Broadcast to a label segment	Yes
Scheduled reminder	Yes

Chat composer message when expired:

“The 24-hour messaging window has expired. You can only send template messages until the recipient replies to reopen the conversation window.”

Deep dive: Templates in Chat & broadcasts

Template hub page (`/template`)

Title: Template Messages — “Manage message templates across all your channels.”

Control	Action
Add Channel	→ Settings → Workspace → Channels

Search & filters

Search channels… — filter WhatsApp channel cards by name or number
Filter by Channel Type — All Channels · WhatsApp · Messenger · Instagram (badges show counts)

WhatsApp channel cards

Each connected WhatsApp number shows:

Element	Meaning
Display name + identifier	Business number
Channel ID + status	Internal id · active/deleted
N templates	Count for this channel
Create New Template	→ create flow with `channelId`
Manage Templates	→ list for this channel

Messenger & Instagram cards

Shown when those channel types exist in the workspace. UI describes templates for those platforms; create/manage actions for WhatsApp are the fully implemented path today. Co-Admin should direct WhatsApp template questions to the WhatsApp card flows.

Connect New Channel

Dashed card → Settings → Channels to add another platform.

WhatsApp template lifecycle (summary)

Create in Vendschat → Submit for Approval → Meta reviews
    → APPROVED (can send) | PENDING | REJECTED
Sync pulls status from Meta → Edit content (body/header/footer) → Re-review as needed

Status	Meaning	Send in Chat?
APPROVED	Meta accepted	Yes
PENDING	Under review	No (backend blocks send)
REJECTED	Meta declined	No — fix and resubmit
draft / other	Local or in-flight	No

Only approved templates pass send validation in the messaging backend.

Plan & channel requirements

At least one connected WhatsApp channel (Settings → Channels)
Broadcasts (label campaigns) require Growth+ and approved templates — see broadcasts and billing
Templates themselves are part of normal WhatsApp channel setup on paid workspaces with WhatsApp connected

Getting started

Use cases

Inbox

Channels

AI Agents

Templates & broadcasts

Integrations

Analytics

Billing

Co-Admin

Legal

Template messages — overview

Quick reference

Templates vs AI Agent templates

Navigation map

Example: FixIt Home Services

Why templates matter

Template hub page (`/template`)

Header

Search & filters

WhatsApp channel cards

Messenger & Instagram cards

Connect New Channel

WhatsApp template lifecycle (summary)

Plan & channel requirements

​Quick reference

​Templates vs AI Agent templates

​Navigation map

​Example: FixIt Home Services

​Why templates matter

​Template hub page (/template)

​Header

​Search & filters

​WhatsApp channel cards

​Messenger & Instagram cards

​Connect New Channel

​WhatsApp template lifecycle (summary)

​Plan & channel requirements

​Related docs

Quick reference

Templates vs AI Agent templates

Navigation map

Example: FixIt Home Services

Why templates matter

Template hub page (`/template`)

Header

Search & filters

WhatsApp channel cards

Messenger & Instagram cards

Connect New Channel

WhatsApp template lifecycle (summary)

Plan & channel requirements

Related docs