> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.cooby.co/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# 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.

|| Templates only work with WhatsApp Business API numbers. If your workspace has no WhatsApp Business API number connected, Templates won't appear in your workspace sidebar. To start using templates, connect a WhatsApp Business API number first.

## 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
1. Go to [Templates](https://app.cooby.co/templates) in your workspace sidebar.
2. Click **New Template**, fill in the details, and submit it for review.
![Message Templates list in the Cooby workspace](https://storage.crisp.chat/users/helpdesk/website/-/a/7/7/6/a776868fb0318800/message-templates_105b1g8.png)

## 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
1. Open the conversation in **Conversations**.
2. Click **Choose a Template** at the bottom of the chat.
3. Pick an approved template and send it.

For any concerns or questions about message templates, kindly email us at <support@cooby.co> 💜