Message Templates

WhatsApp requires the use of approved templates to initiate a conversation with a customer.

When Templates Are Needed

Templates are required for:

• First message to a customer (conversation initiation)

• Resuming conversation after 24 hours of silence

• Sending notifications

Templates are not needed for:

• Replying to a customer's message within 24 hours

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Template Types

Initiation Template

Used for the first message to a new contact.

Reinitialization Template

Used to resume a conversation if the customer hasn't responded for more than 24 hours.

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Setting Up Templates in Constanta

1. Go to the AI Agents section

2. Select an agent

3. Open the "Integrations" tab

4. Click on the WhatsApp card

5. Select templates from the list:

   • Initiation template — for new contacts

   • Reinitialization template — for resuming conversations

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Variables in Templates

Templates can contain variables:

Variable	Description
{{1}}	Customer name
{{2}}	Company name
{{3}}	Other data

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Template Example

Hello, {{1}}!

This is {{2}}. We received your request and are ready to help.

Write your question and we'll respond as soon as possible.

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Creating Templates

Templates are created in Meta Business Suite. After approval, they will automatically appear in Constanta.

Template approval takes 1-2 days. Avoid promotional content.