Skip to main content

​
Use Templates in Automation

Templates keep automated messages predictable. Instead of typing free-form replies inside each workflow, you reuse approved content so every related flow sends the same vetted message.

​
What you can do

  • Insert a prepared template into any message step of a workflow
  • Keep first responses, follow-ups, and confirmations consistent across channels
  • Reduce manual editing — update the template once, reuse it everywhere

​
How to use a template

1

Open the workflow

Go to Workspace → Automation and open the workflow you are building.
2

Add a message step

Insert a message or reply step at the point where the customer should receive a structured response.
3

Select the template

Choose from approved WhatsApp templates or other channel-specific templates available in your workspace.
4

Review before activating

Preview variable substitution (e.g., customer name, field values) and confirm the message matches the workflow’s purpose before marking the flow active.

​
When to use templates

  • The same welcome or first response is sent repeatedly
  • A standard follow-up should always look the same
  • Multiple admins need the same response format
  • Compliance or brand review requires approved wording

​
Good practice

  • Keep one template per distinct job — don’t reuse a generic template across unrelated flows.
  • Name templates so their use is obvious in the builder.
  • If a template is paired with a Contact → Pipeline action, verify that the message and the pipeline update tell the same story.
Last modified on August 28, 2026