Help Center

WhatsApp Templates

WhatsApp Templates in enrutar allow you to create pre-approved message templates that can be sent to customers through WhatsApp. These templates are especially useful for appointment reminders and customer notifications.

What are WhatsApp templates?

WhatsApp templates are structured messages that must be approved by Meta (WhatsApp's parent company) before they can be used. Once approved, they can be sent to customers even if there is no active conversation — this is known as a "template message" or "HSM".

Creating templates

To create a new template:

  1. Navigate to the WhatsApp Templates section in your settings.
  2. Click Create Template.
  3. Define the template content, including any variable placeholders (for example, customer name, appointment date).
  4. Submit the template for Meta's review.

Template approval process

After submission, Meta reviews the template. You will receive a notification when:

  • Template approved: The template is ready to use.
  • Template rejected: The template did not meet Meta's guidelines and needs to be modified.

Using templates

Once approved, templates can be used to send messages to customers. Common use cases include:

Appointment reminders

Send automatic reminders to customers about upcoming Appointments. Customers can:

  • Confirm the appointment
  • Reject the appointment

When a customer responds, EVA automatically reports the response by posting a comment in the related work order and updating the appointment status.

Customer notifications

Send proactive messages to customers about work order updates, status changes or other relevant information.

Template variables

Templates can include dynamic variables that are automatically filled in when the message is sent. Common variables include:

  • Customer name
  • Appointment date and time
  • Work order title
  • Operator name
  • Company name