# Use message templates

> Save replies you send often as templates in Channels > SMS > Templates, then insert them in the Inbox. WhatsApp templates also need Meta approval.

Source: https://useline.io/help/messaging/message-templates  
Section: Messaging channels  
Last updated: 2026-11-06  
Plans: Pro, Business

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

1. Go to **Channels**, then open **SMS**.
2. Select **Templates**.
3. Select **New template**.
4. Type a **Name**.
5. 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**.
6. Optional: type a **Shortcut**, for example follow_up.
7. Type the **Message**.
8. 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

1. Open a conversation in the **Inbox**.
2. Select the **Templates** button in the composer. You can also type `/` at the start of the reply.
3. Search for the template and select it.
4. If Line asks for values, type them in **Fill template fields**, then select **Insert**.
5. Edit the text if necessary.
6. Select **Send**.

Templates are also available in the **New message** and **New email** dialogs.

## Change or archive a template

1. Go to **Channels** > **SMS** > **Templates**.
2. 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

1. Go to **Channels** > **WhatsApp** and select the number.
2. Select the **Templates** tab.
3. Select **New template**.
4. In **Details**, type a **Label**, check the **Meta name**, then set the **Language** and the **Category**.
5. In **Message**, type the **Body**. Select **Add variable** to add a field. Give each variable a sample.
6. Optional: in **Optional components**, add a **Header**, a **Footer** or **Buttons**.
7. Check the phone preview.
8. 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:

1. Select **WhatsApp** on the template.
2. In **Submit to WhatsApp**, select the **Account**, the **Language** and the **Category**.
3. Optional: add a **Header**, a **Footer** or a **Quick reply button**.
4. Type an example value for each field.
5. 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**.

## Related articles

- [Connect WhatsApp and reply to customers](https://useline.io/help/messaging/whatsapp.md): Connect a WhatsApp Business number through Meta, then answer chats in the Inbox. Outside the 24-hour service window, you must send an approved template.
- [Send and reply to text messages](https://useline.io/help/messaging/send-sms.md): Send an SMS from the Inbox with New message, or reply in the conversation. Texts leave from your Line number and cost credits per segment.
- [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it.
- [Connect your support email to the Inbox](https://useline.io/help/messaging/email-channel.md): Add an email inbox in Channels, then forward your support address to the Line address. Your team then reads and answers email in the shared Inbox.