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Send WhatsApp message templates

Sync your approved WhatsApp templates and send one when the 24 hour window has closed.

1 min read Beta

Available on Starter, Growth, Pro, Enterprise. Compare plans

This feature is still being built. Some steps or screens may change.

WhatsApp only lets you send free text within 24 hours of the customer’s last message. To write to a customer after that, or to start a conversation, you send a template that Meta has approved.

Sync your templates

You create and get templates approved in WhatsApp Manager at Meta. Then bring them into ChaosDesk:

  1. Open Admin Center, Channels, Messaging and open the WhatsApp channel.
  2. Under Templates, choose Sync templates.

ChaosDesk lists the approved templates with their language. Sync again after Meta approves new ones.

Send a template from a ticket

  1. Open the WhatsApp ticket. When the window has closed, the composer says free-text replies are blocked.
  2. Choose Send template.
  3. Pick an approved template from Choose an approved template.
  4. Fill in the values (Value 1, Value 2 and so on) for the template’s placeholders and check the Preview.
  5. Choose Send template.

The message is queued and shows its delivery status in the conversation. When the customer answers, a new 24 hour window opens and you can reply freely again.

If no templates show up

  • “No approved templates” means none were synced, or none are approved yet at Meta. An admin can sync them under Admin Center, Channels, Messaging.
  • Check that the channel has your WhatsApp Business account id in its credentials. Template sync needs it.

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