Personal and shared templates in any chat: create, find, send
Your own template is a ready reply sent as a regular message, without Meta review. It can be personal (only you see it) or shared (all employees and CRM robots see it), and it can work on all lines or on one. Before, own templates existed only on a WhatsApp Web line; now they are in a chat on any line, including an official one.
| Kind | Who sees it | Where you can send it |
|---|---|---|
| Personal | Only you (“Only me”) | On all lines or on one |
| Shared | All employees and CRM robots (“Everyone in the company”) | On all lines or on one |
Create a template right from a chat:
- Open a chat, press “+” next to the reply field and choose “Template”.
- In the “Templates” window press “New template”. If the window is still empty it says: “No templates yet. Create your own — it will be at hand in every chat.”
- Fill in “Name” and the text. Mark the changing parts with variables {{1}}, {{2}}… — “+ Variable” adds the next one.
- Under “Who sees it” choose “Only me” or “Everyone in the company”. Turn on “On all lines” if you need it everywhere.
- Save the template. It appears in the list at once.
Files, product photos and Meta templates are created on the line's templates page: “Channels → the line → Templates”. A Meta line has two tabs there: “Our templates” and “Meta templates”. A step-by-step example from the line page is in save a reply for WhatsApp Web.
Send your own template:
- In an open chat press “+” → “Template” and choose the template. Your templates sit above Meta templates: personal first, then shared.
- Fill in the variables: the values replace {{1}}, {{2}}… and go to this customer. Check the preview.
- Press “Send template”. Check the status in the conversation.
On a Meta line your own template goes out as a regular message, so the 24-hour window must be open. When it is closed Dialogs says: “The 24-hour window is closed: only a Meta template can reach the client first.” Then pick a Meta template — see Meta templates in a chat and official templates.
A good reply becomes a template in a second: open the message menu and choose “Save as template”. The create window opens with that message's text — all that is left is a name and who may see it.
Shared templates are changed by those who are allowed to. An administrator sets it in “Settings → Channel access”, in the “Message templates” block, in the “Shared templates are changed by” row: “Everyone” or “Only leads and administrators”. Personal templates are managed by each person. More on access — teamwork.
Will a CRM robot see my personal template?
No. CRM robots send shared templates only. If a robot needs the template, make it shared. How to set up a robot — Bitrix24 robots.
I see “In your company, shared templates are changed by leads and administrators”. What now?
Save the template for yourself — “Only me”. Ask a lead or an administrator to create the shared one, or let an administrator change the setting in “Channel access”.
Why is my template not sent on a Meta line?
Most likely the 24-hour window is closed: own templates go out as a regular message and work while the customer has written recently. To write first you need an approved Meta template.
A template with a video note or sticker arrived as two messages. Is that right?
Yes. A video note and a sticker have no caption, so the file and the text are sent as two messages: first the video note or sticker, then the text. If the conversation shows the first message did not go out, check its status and send the template again. On a Meta line a video note goes as a video and a sticker is not sent — a template with a sticker works on a WhatsApp Web line only.
How do I delete a template?
Open the template for editing in the “Templates” window, press “Delete” and confirm: “Delete the template?”