# Use WhatsApp message templates in Kustomer > Message templates are used to send business-initiated messages through WhatsApp. Source: https://help.kustomer.com/en_us/whatsapp-message-templates-in-kustomer-SJBOnNoGo Last updated: 2026-05-26T18:00:41.695Z Message templates are used to send business-initiated messages through WhatsApp. Templates are created in WhatsApp Manager and approved for use by WhatsApp. Once approved, templates will appear in Kustomer. **Who can access this feature?** **User types** Agents can use message templates when sending a WhatsApp business-initiated message. Admins can view approved templates in the WhatsApp settings page. ### In this article * [Prerequisites](#prerequisites) * [View your templates in Kustomer](#view-templates) * [Map WhatsApp variables to Kustomer](#map) * [Send a message template](#send-template) ### Prerequisites To use message templates to send outbound WhatsApp messages, you must have the following: * A WhatsApp Business account * Existing message templates that were approved by WhatsApp You can create and manage your templates in the WhatsApp Manager page. See [this WhatsApp article](https://www.facebook.com/business/help/2055875911147364?id=2129163877102343) to learn more. ### View your templates in Kustomer Existing templates are shown in Kustomer automatically after you connect your WhatsApp Business account. You can view or manage authorization for them by going to **Apps![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/b3cf1f52bc19715bbe97c493aae66e83.png)**, selecting **WhatsApp**, opening the desired account, and then selecting the **Message Template** tab. By default, you will see all of the templates that were created in the same language as your organization's default [Localization setting](https://help.kustomer.com/localization-settings-rJm0Mtpx7). You can use the Language drop-down menu to view templates made in any of the languages currently activated for your organization. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/ff5028502ae008a648d1806878a916c4.png) The following information is shown: * **Template name**  Name of the template. The category the template is in is listed underneath. * **Language** Language the template was created in. * **Mapping Status** Shows whether or not you finished mapping all WhatsApp variables to text in Kustomer. * **Quality Status** Shows the quality rating and status for each template. For more information, see this [article](https://www.facebook.com/business/help/766346674749731). **Note:** New templates created after you connect your WhatsApp Business account will only appear on this page once WhatsApp approves them. ### Map WhatsApp variables to Kustomer You can use static or [dynamic](https://help.kustomer.com/en_us/dynamic-text-HJkHYf0Iv) content to substitute placeholder values in templates to personalize your messages. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/6b9bdc3b530c6cf1cc67c5ebd273bb6f.png) For example, you can map a variable to greet a returning customer by name, or update them on their billing status. If you do not map a variable, agents can choose to map it when sending the template, or send the template without it. Using the first sentence in the example above, if a value isn’t provided, instead of "_Thank you for purchasing the_ _Meta Quest Pro_" the message will read "_Thank you for purchasing_". You can add media to your templates, such as image files in the header or a PDF as an attachment. The following media types are supported in the message header: * JPG * PNG * MP4 * PDF  The maximum file size allowed for all media is 5MB. You can also create a personalized link for your buttons to create a more unique experience for your customers. ### **Supported WhatsApp button types** Kustomer supports the following WhatsApp template button types: * ****Quick reply**** — Sends a predefined response when the customer taps the button. * ****Call to action (URL)**** — Opens a URL when the customer taps the button. * ****Call to action (Phone)**** — Initiates a phone call when the customer taps the button. ****Note:**** WhatsApp Flow buttons (`sub_type: "flow"`) are not supported in Kustomer's WhatsApp integration. If you send a template with a Flow button via the API, you receive the error: `No enum match for: "flow"` ### Send a message template You can use message templates to initiate conversations with customers, or to reply to customers who have not sent you a message in over 24-hours.  **Note:** Customers must opt-in to receive business-initiated conversation sent after the 24-hour period is over. See [WhatsApp Business Messaging Policy](https://www.whatsapp.com/legal/business-policy/?fbclid=IwAR3_RJcArWfKeT4VPIh7y2CEj-2vxicDEPM6ZEj7fZh0wWsvpHqgmczmct8) and [Get Opt-in for WhatsApp](https://developers.facebook.com/docs/whatsapp/overview/getting-opt-in/) for more information. 1. Open or create a WhatsApp conversation in the customer's timeline and select **Message Template**. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/d378d3181acbb8510abdee43c21ba583.png) 2. A list of all available templates opens in the wizard. Select the template to preview it.  3. Select **Next**. 4. Review the existing mapped variables, if any. You can change them if necessary, or map any missing variables directly. If the template has an attachment such as, an image or file, you can choose a different file. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a2b0127d38b3c410171e23f551cd46e1.png) 5. Select **Next** to review the message. 6. Select **Send**. The template appears as a new message in the conversation. If you create a new conversation from the timeline and then send a new business-initiated message, it will create a new conversation. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/179ef5509d456e72c30ea541a41b4d31.png) ### **Regular messages vs. template messages** WhatsApp enforces a 24-hour conversation window. After 24 hours of inactivity, you can only send ****template messages**** (pre-approved message formats). Regular freeform messages cannot be sent outside this window. **Message type** **When to use** **24-hour window** Regular message Active conversations within 24 hours of the last customer message Required Template message Re-engaging customers after 24 hours of inactivity Not required ****Troubleshooting:**** If template messages fail to send without an error message, verify that (1) the template is approved in your WhatsApp Business Manager, (2) the template variables are correctly populated, and (3) the recipient's phone number is in the correct international format.