In WhatsApp Business accounts, there is a 24-hour window during which you can freely respond to a customer with regular text messages. After this window closes, only templates registered with and approved by Meta can be sent. These templates are also used to initiate conversations with users who have never messaged you before.

Previously, sending such templates required manually creating messages that exactly matched the approved template text. Any minor discrepancy would cause an error.
We’ve improved the logic for handling these templates so agents no longer waste time comparing their message text with the approved template.

Key changes include:

• Approved Meta templates are now automatically loaded into Deskie;
• They appear in the macros list at the bottom, after shared and personal macros;
• WA templates are only loaded when you are on the WhatsApp case page – they won't distract agents in other channels' cases;
• When sending, the template ID is transmitted along with the text, as required by providers.

1. Approved templates for WhatsApp cases are shown at the bottom of the macros list, after general and personal macros used by agents.

• After the template name, we display the language it’s written in;
• Templates received from the provider are shown in alphabetical order;
• The list refreshes every time the macros panel is opened.

2. When an approved template is selected, its text is automatically inserted into the reply field. A special note appears at the beginning and end of the template text, informing the agent that the template cannot be edited.

3. If the template text contains variables, the agent must manually fill in the required values before sending. A list of all variables is displayed below the closing comment of the template.

4. Only the text of the template itself is sent to the user — that is, the content between the comments in angle brackets <>. Service comments and variable prompts are not included in the sent message: neither the user nor the agent sees them after sending.

5. If variable values are not filled in or the message text is modified, Meta returns an error. In this case, the message is highlighted in orange, just like other sending errors. The text retains the comments in angle brackets and the variable hints.

Resending such a message makes no sense, so it must be deleted by clicking the "delete message" link in the lower right corner. Then select the correct approved template from the list again and fill in the variables properly so that the text meets Meta’s requirements.

6. When connected via 1msg, not only are text templates available, but also quick reply templates that include an interactive menu.

The user will receive this menu along with the message.