Created by potrace 1.10, written by Peter Selinger 2001-2011 Handoff BETA

Template Management

Manage Session and WhatsApp templates to streamline your customer support responses.

Handoff supports two distinct types of templates: Session Templates and WhatsApp Templates. Templates allow your team to initiate WhatsApp messages with pre-approved WhatsApp templates or respond quickly with session templates.

Session Templates

Session Templates are standard canned responses you can use when replying from the inbox (within an active session window for providers requiring a session window) to avoid typing repeated responses.

Creating and Editing Session Templates

  • Navigate to the user menu and select Templates > Session Templates.
  • Create New: Click New Template and provide a body text and a name. Template names are automatically formatted to lowercase alphanumeric characters with underscores to ensure consistency.
  • Search and Filter: You can search through your templates by name or body text, and filter them by their active/inactive status.
  • Managing Status: If you no longer need a template but want to keep it for future reference, you can mark it as Inactive. Inactive templates are filtered out of the list of templates displayed to agents in the inbox.
  • Delete: You can permanently delete a session template if it is no longer needed. This action cannot be undone.

WhatsApp Templates

WhatsApp Templates are managed on WhatsApp Manager but must be synced to Handoff before you can use them. Approved templates can be used to initiate conversations or reply outside the standard 24-hour session window.

Syncing from WhatsApp Manager

Because WhatsApp templates require approval from Meta, you must pull them directly from your connected WhatsApp Manager:

  1. Click Sync from WhatsApp Manager.
  2. Select the specific WhatsApp Channel (number) you want to fetch templates for and click Fetch Templates.
  3. The system will retrieve your templates, displaying their category, language, and approval status.
  4. Click Import on the templates you wish to use within Handoff.

Managing Imported WhatsApp Templates

  • Status Syncing: Templates that are "APPROVED" in WhatsApp Manager are imported as Active by default. Unapproved templates default to Inactive.
  • Local Controls: You can manually toggle an imported WhatsApp template to Inactive or Active within Handoff, or delete it from your local workspace.
  • Search and Preview: Like session templates, you can filter imported WhatsApp templates by status or text. A preview card will display exactly how the template components (header, body, footer, buttons) will appear to the user.

Team Management

Manage your organization's users, roles, and invitations.