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Customer conversations
Every question in one place, answered once.
Shared InboxEvery channel in one live queue
AI Reply AgentReplies written from your own data
Knowledge BaseThe source material your AI answers from
Human HandoffMove a thread to a person and back
Agent AssistDraft, macro and canned replies for your team
Growth and campaigns
The reason a customer comes back a second time.
BroadcastsSend to a segment, handle the replies
Message TemplatesBuild, submit and track WhatsApp templates
Drip SequencesTimed message series that exit when they should
Automation FlowsBuild a flow on a canvas, simulate it, run it
Keyword RepliesMatch a phrase, send the right answer
Channels
The accounts your customers already write to.
WhatsAppSupport and marketing on the WhatsApp Business Platform
InstagramInstagram direct messages in the shared inbox
Facebook MessengerFacebook Page messages, comments, and lead forms
TelegramTelegram bot messaging with no conversation window
Website chat^soonA first-party chat widget on your own site
All features All channels
By business type
What the software does for a team shaped like yours.
Ecommerce and D2CPre-purchase questions, order updates, and repeat buyers
Local servicesBookings, reminders, and reviews for a business with a location
AgenciesRun messaging for several clients from one login
Marketing teamsCampaigns, segments, and messaging that people reply to
By industry
Written for how the work actually runs.
EducationAdmissions, student questions, and parent updates
HealthcareAppointments, reminders, and admin, with clinical topics held back
Travel and hospitalityBookings, pre-arrival, and in-stay messages across timezones
Beauty and wellnessBookings, rebooking, and a stylist who cannot reach the phone
All solutions
Integrations
The systems your answers depend on.
WhatsApp Business Platform
Instagram
Facebook Messenger
Telegram
Product import
Contact import and export
Outbound webhooks
Google Analytics
Glossary
Plain definitions for the words this category throws around.
WhatsApp Business API
Omnichannel inbox
Opt-in
Broadcast
Grounding
First response time
Conversational commerce
Workspace isolation
All integrations Full glossary

WhatsApp platform

Message template

A message template is a message format submitted to Meta for review in advance, which a business may then send to a customer outside the conversation window with variables filled in.

Also calledWhatsApp templatetemplate messageHSM

Templates can carry a text, image, video, or document header, a body with placeholders, a footer, and buttons. Meta reviews each one before it can be used, and can pause an approved template later if recipients report it. Templates are the only way to start a conversation on WhatsApp, which makes template quality a commercial concern.

More in WhatsApp platform

Worth knowing alongside it.

Template category: Template category is Meta's classification of a WhatsApp template as marketing, utility, or authentication, which determines both what it may contain and what it costs.
Template rejection: Template rejection is Meta declining to approve a submitted WhatsApp template, usually because of its category, its content, or missing example values for its variables.
Quality rating: Quality rating is Meta's assessment of how customers react to messages from a WhatsApp number or template, based largely on blocks and reports.
Conversation window: The conversation window is the period, 24 hours on WhatsApp, Instagram, and Messenger, during which a business may send free-form messages after a customer's most recent message.