Message Templates
Message templates let your team reach a contact after the 24-hour WhatsApp reply window closes. Meta reviews every template before it can be sent, so your customers always get a trusted message.
When you need a template
On a WhatsApp Business API number, you can reply freely only within 24 hours of the contact's last message. Once that window closes, the conversation shows 24-hour reply window closed, and you need to send an approved template to start talking again. Free typing comes back as soon as the contact replies.
Creating a template
- Go to Templates in your workspace sidebar.
- Click New Template, fill in the details, and submit it for review.
Managing your templates
Your template list shows each template's Category, Language, Status, Created by, and Updated date. Meta reviews every template before it can be used, so keep an eye on the Status column and look for Approved. To check the wording, click the template name to open it.
Sending a template
- Open the conversation in Conversations.
- Click Choose a Template at the bottom of the chat.
- Pick an approved template and send it.
For any concerns or questions about message templates, kindly email us at support@cooby.co 💜
Updated on: 19/10/2026
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