Templates

Templates are reusable messages that staff can send from chats, campaigns, and workflows. They are especially important for WhatsApp channels, where approved templates are used to start or re-open customer conversations.

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Create A Template

For the full creation flow, see Create A Template. Click New Template. The form has two steps:

1. Details for name, description, identifier, category, app, channels, and tags.
2. Build for the message content and optional channel-specific components.

Use a clear identifier such as welcome_message, order_ready, or delivery_follow_up.

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Choose App And Channels

Choose the messaging app first. Connect360 then filters the available channels for that app type. For WhatsApp templates, select WhatsApp channels. For SMS templates, select SMS channels. Tags help staff find and group templates later.

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Build The Content

Write the message body for each supported language. For the message builder, see Build Template Content. Variables use double braces, such as {{name}}. When a template is used in chat, Connect360 can ask staff to fill values for products, orders, Drive files, and other variables.

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WhatsApp Components

WhatsApp templates can include:

• Header.
• Footer.
• Buttons.

Headers can be text, image, video, or document. Buttons can be URL, quick reply, phone number, or copy code. WhatsApp has stricter template rules. Avoid starting or ending a template with a variable, avoid adjacent variables, and keep the number of variables reasonable for the message length.

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Preview And Example Values

Use the preview while building to check how the message will read. Use Update Example Values when a provider needs sample values for variables. Use Sync With Meta for WhatsApp templates when you need to sync with Meta through the connected channel. For variables and preview checks, see Variables And Preview.