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WhatsApp templates

Approved templates are how you reach a client on WhatsApp once their 24-hour reply window has closed. Here is how to use them in KretaOS.

Updated 8 Oct 2026

A WhatsApp template is a message your business writes in advance and WhatsApp approves. It is the only way to start a conversation with a client on WhatsApp, or to pick one up again after their 24-hour reply window has closed.

Where templates come from

Templates belong to your company's WhatsApp Business account, not to KretaOS. You create them and get them approved in WhatsApp's own tools for your business account (WhatsApp Manager). WhatsApp reviews and approves each one, not KretaOS.

Once a template is approved, KretaOS lists it automatically. One set of approved templates serves every number under the same WhatsApp Business account.

Good templates for B2B work are short and useful: "Hi {{1}}, your quotation for {{2}} is ready. Shall I send it here?" or "Hi {{1}}, checking in on the order we discussed. Is this a good time to talk?"

Send a template

  1. In Inbox, open the client's conversation and switch the composer to WhatsApp.
  2. When the window has closed, the composer says "Their 24-hour reply window has closed — WhatsApp only lets you start with an approved template."
  3. Open Pick a template. Each one shows its name and language, and marketing templates are marked marketing.
  4. Fill in each blank. The boxes are named after the template's blanks, or Detail 1, Detail 2 and so on.
  5. Press Send.

The message is stored on the client's timeline exactly as the client receives it, with the blanks filled in.

If the menu is empty

  • "No approved templates yet": none have been approved on your WhatsApp Business account. Create one in WhatsApp Manager and wait for approval.
  • "Loading templates…": KretaOS is still fetching them. Give it a moment.

Good to know

  • Fill every blank. WhatsApp refuses a template with a missing value, and so does KretaOS.
  • Template messages are charged by WhatsApp to your WhatsApp Business account. Replies inside an open window are free text.
  • These are not your KretaOS templates. The templates you save in Settings › Library are drafts for your own use and can be sent on WhatsApp only while the window is open. See Email templates and snippets.

Related

  • Sending and the 24-hour window — Reply on WhatsApp from KretaOS. Free text while their 24-hour reply window is open; an approved template after.
  • Email templates and snippets — Save the messages and lines you send again and again, with blanks like {{first_name}} that fill in for each client.
  • Why a send was held — When KretaOS stops a message, it says which check stopped it, that nothing was sent, and the one step that fixes it.
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