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Templates are saved messages your team reuses. They’re most important on WhatsApp, where approved templates are the only way to message a customer once the 24-hour service window has closed. Manage templates under Settings → Templates.

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WhatsApp templates

WhatsApp requires templates to be approved by Meta before they can be sent. A template has a category (utility, marketing, or authentication), a language, body text with optional variables, and optional header and buttons. Adraa Inbox includes a gallery of common templates to start from, and you can create your own. Submitted templates show their approval status once Meta reviews them.

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Sending a template

When a WhatsApp conversation’s service window is closed, the composer offers Send template. Pick an approved template, fill in any variables, and send it. You can send free-form replies after the customer messages you again.
Meta bills template messages by category and the customer’s country. Since 1 October 2026, utility templates inside an open service window can also be billed. Processing fees may apply. See Channel usage costs.

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Variables

Templates can include numbered variables (such as an order number or name) that you fill in at send time, so one template covers many situations.