> ## 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.

# Template messages — overview

> Template messages are pre-approved WhatsApp formats Meta requires for many outbound sends — especially outside the 24-hour messaging window, for…

**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](/ai-agents/ai-agents-overview).

***

## Navigation map

```text theme={null}
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](/templates/templates-in-chat-and-broadcasts)

***

## Template hub page (`/template`)

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

### Header

| 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)

```text theme={null}
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](/broadcasts/campaigns) and [billing](/billing/pricing-plans-reference)
* Templates themselves are part of normal WhatsApp channel setup on paid workspaces with WhatsApp connected

***

## Related docs

* [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)
* [Templates FAQ](/templates/templates-faq)
* [Channels — WhatsApp](/channels/whatsapp)
* [Chat inbox overview](/inbox/chat-inbox-overview)
* [Broadcasts](/broadcasts/campaigns)