WhatsApp templates are pre‑approved message formats you can send even when the 24‑hour customer service window has expired. In Customerly, you can send a template to:
A new phone number (not yet in your CRM), or
An existing contact you search by name from your CRM.
Good to know: Templates are ideal for re‑engaging a conversation after 24 hours, sending important updates, or kicking off a new conversation with consented contacts.
Before you start
Make sure your WhatsApp Business account is connected to Customerly.
Ensure your Meta (Facebook) business account has a valid payment method configured. Meta charges per template/conversation; without a payment method, sending will fail.
Create and manage your templates in Meta’s WhatsApp Manager. You can open it from Project Settings → Installation → Connections → WhatsApp in Customerly.
What’s supported right now
Text‑only templates
Templates that include interactive buttons or special components are not supported in Customerly yet and won’t be shown in the picker.
Variables/placeholders
Fill placeholders on the fly (e.g., {{first_name}}). You can type values directly or insert variables—Customerly replaces them at send time.
Manual sending (no automation yet)
Templates can be sent manually from the inbox. Flow/automation triggers are planned for the future.
Tip: Keep your templates concise and purely text so they appear in Customerly and are ready to send.
Send a WhatsApp template from the inbox
Start a new message
In the inbox, click New and choose WhatsApp.
Enter a phone number (new contact) or search and select an existing contact.
Pick your template
Open the template picker. Only text‑only templates appear.
Fill in placeholders
Provide values for any variables (e.g., name, date, order number). You can type them or use Customerly variables.
Review and send
Check for typos and compliance, then click Send. Customerly will replace variables and dispatch the message via WhatsApp.
Re‑open a conversation after 24 hours
If the last customer message is older than 24 hours, WhatsApp requires a template to re‑initiate the conversation.
Open the existing conversation in the inbox.
Choose Select template.
Select the appropriate template, fill in placeholders, and Send.
Note: If you try to send a free‑form message after 24 hours, WhatsApp will block it. Use an approved template instead.
Best practices
Design for text‑only. Avoid interactive components so your templates appear in Customerly.
Write clearly and add context. Specify what the message is about (order, appointment, billing, etc.).
Use variables wisely. Keep placeholders minimal and required; add fallbacks where appropriate.
Mind the 24‑hour rule. Use templates for re‑engagement.
Verify billing early. Configure Meta billing before training your team. Please check the Meta pricing page.