WhatsApp Templates and Quick Replies
Templates are required to start or continue an official conversation after the 24-hour service window closes. A quick reply stores frequently used text without sending it automatically.
Manage both in the Chat workspace opened through WhatsApp CRM.
Open WhatsApp CRM from the member dashboard.
Member access
| Role | Templates and quick replies |
|---|---|
| Owner | Sync, create, and delete templates or quick replies. |
| Admin | Sync, create, and delete templates or quick replies. |
| Staff | Use approved templates and reply tools available in Inbox. |
| Viewer | Read permitted data without creating, editing, deleting, or sending. |
If Sinkron dari Meta, Buat Template, or Tambah Quick Reply is unavailable, check your role.
Sync templates
The Chat workspace currently shows the action labels below as written.
- Enter the correct Konektor workspace.
- Click WhatsApp CRM and wait for the Chat workspace to open.
- Open Templates.
- Click Sinkron dari Meta.
- Check each template's status in the library.
| Status | Meaning |
|---|---|
| PENDING | The template is waiting for review or sync confirmation. |
| APPROVED | The template is ready for Inbox or broadcast use. |
| REJECTED | Review the reason shown, update the content, and submit it again. |
| PAUSED | Template delivery is temporarily limited. |
| DISABLED | The template cannot be used at this time. |
Templates without message text do not appear in the send list. If message text is still missing after a sync, wait briefly, then click Sinkron dari Meta once more.
Create a template
Only owners and admins can complete these steps.
- On Templates, click Buat Template.
- Enter a short, searchable value under Nama Template.
- Select a category and language.
- Write the main message. Use variables only for values replaced at send time.
- Add a header or footer only when needed.
- Review the content, then click Buat Template.
- Wait for APPROVED status before using it.
Use fictional examples when preparing variables. Safe examples include Sample Customer and order number ORD-DEMO-001. Do not put credentials, payment data, or one customer's private data into a template.
Send a template from Inbox
Owners, admins, and staff with conversation access can use an approved template.
- Open Inbox.
- Select a conversation.
- Click the document icon beside the message field.
- Select a template with APPROVED status.
- Complete every variable with the correct value.
- Review the preview, then send.
Choose a template that matches the purpose of the message. Do not use a marketing template for customer support simply because it is approved.
Create a quick reply
A quick reply helps the team prepare recurring text. The text must still be reviewed before sending.
- Open Settings.
- Select Quick Replies.
- Click Tambah Quick Reply.
- Enter a clear shortcut, such as pricing for the /pricing trigger.
- Enter the reply text.
- Click Simpan quick reply.
Use wording that remains accurate for many customers. Avoid prices, stock, dates, or links that change often unless the team updates them regularly.
Check before sending
- Confirm the customer name and order number.
- Complete every variable.
- Test links from a test account before sending them to customers.
- Remove internal information from the message.
- Confirm that the template is still APPROVED.
Features that remain in Konektor
Direct Chat templates and quick replies are managed in the Chat workspace. WhatsApp Links (Rotator), QR Sessions (advanced), Automation Rules, Custom Domains, and WhatsApp Branding remain in the Konektor dashboard.
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