Use message templates
A template is a saved message that your team inserts in a reply. One set of templates works for SMS, email, Web Chat and WhatsApp. To send a template on WhatsApp after the 24-hour service window, Meta must approve it first.
Before you start
- Templates are on the Pro and Business plans. On Starter, New template shows a Pro lock, and the Inbox shows no templates.
- Any member who can reply can make a personal template. Only that member sees it and can change it.
- You need the Owner or Admin role to make, change or archive a shared template. Every member can insert shared templates.
- If you change to a plan without templates, you can still edit the templates that you made before.
Make a template
- Go to Channels, then open SMS.
- Select Templates.
- Select New template.
- Type a Name.
- If you are an Owner or Admin, select Who can use it: Everyone in the workspace or Only me. For other members, the template is always Only me.
- Optional: type a Shortcut, for example follow_up.
- Type the Message.
- Select Save.
A personal template shows an Only me tag in the list.
Fields in a template
A field fills in a value when you insert the template. Write a field in double braces:
| Field | Value |
|---|---|
{{contact_name}} | The name of the contact |
{{contact_company}} | The company of the contact |
{{business_name}} | Your business name |
You can add your own fields, for example {{booking_date}}. When you insert the template, Line asks for each value that it does not know.
Example: Hello {{contact_name}}, thanks for your message.
Insert a template in a reply
- Open a conversation in the Inbox.
- Select the Templates button in the composer. You can also type
/at the start of the reply. - Search for the template and select it.
- If Line asks for values, type them in Fill template fields, then select Insert.
- Edit the text if necessary.
- Select Send.
Templates are also available in the New message and New email dialogs.
Change or archive a template
- Go to Channels > SMS > Templates.
- Select the pencil button to edit a template, or the bin button to archive it.
You can change only your own personal templates. Only an Owner or Admin can change a shared template.
Get a template approved for WhatsApp
WhatsApp requires an approved template to message a customer outside the 24-hour service window. Templates belong to the WhatsApp Business account, so every number on that account can send them.
Build a WhatsApp template
- Go to Channels > WhatsApp and select the number.
- Select the Templates tab.
- Select New template.
- In Details, type a Label, check the Meta name, then set the Language and the Category.
- In Message, type the Body. Select Add variable to add a field. Give each variable a sample.
- Optional: in Optional components, add a Header, a Footer or Buttons.
- Check the phone preview.
- Select Submit for review. To keep the template in Line without sending it to Meta, select Save draft.
The categories are:
| Category | Use it for |
|---|---|
| Marketing | Offers, announcements and invitations to come back |
| Utility | Updates about an order, booking or account |
| Authentication | One-time codes for sign-in and verification |
Meta can change the category if the content does not match it. This changes what Meta charges for each message.
Send a shared template to Meta
An Owner or Admin can also send a shared template from Channels > SMS > Templates to Meta:
- Select WhatsApp on the template.
- In Submit to WhatsApp, select the Account, the Language and the Category.
- Optional: add a Header, a Footer or a Quick reply button.
- Type an example value for each field.
- Select Submit.
Template status
The Templates tab of the number shows each template's status:
| Status | Meaning |
|---|---|
| Draft | Saved in Line. Not sent to Meta. |
| In review | Meta is reviewing it. |
| Approved | You can send it. |
| Rejected | Meta refused it. The row shows Meta's reason. Select Edit and resubmit. |
| Paused | Meta paused it. |
Select Sync from Meta to get the latest status from Meta.
If you edit a template after Meta approved it, the approved version stays available. Submit the new version to get it approved.
Common problems
The template list in the Inbox says "No templates yet." Your workspace has no templates, or your plan does not include templates. On Starter, the Inbox shows no templates.
A WhatsApp template does not show after the window closes. Only approved templates for that number's WhatsApp Business account show. Check the status on the number's Templates tab, then select Sync from Meta.