Why it matters
Templates help teams send consistent messages in conversations, campaigns, and automations without rewriting the same content each time.
Key Concepts
Add template: The Add template button opens a menu with Add template and Import template.
Template type: When an enabled WhatsApp channel exists, Whippy can ask whether you want to create an SMS or WhatsApp template.
Search templates: The Templates table supports quick search to find existing templates.
Step-by-Step: Create or import a template
Open Settings > Templates.
Click Add template.
Choose Add template to create a new template manually.
Choose Import template to import templates in bulk.
If prompted, choose SMS or WhatsApp as the template type.
Complete the template fields shown in the flow.
Use Search templates... to find and open existing templates for editing.
Tips and Best Practices
Use template names that make the template easy to find.
Keep message content reusable and avoid one-off customer details.
Use WhatsApp templates only when the WhatsApp setup and approval process applies.
Review templates periodically so old wording does not stay in active workflows.
Troubleshooting
Issue | Possible Cause | Fix |
WhatsApp option does not appear | There may not be an enabled WhatsApp channel. | Review Settings > Channels and confirm an enabled WhatsApp channel exists. |
No templates match that search | The search term may be too narrow. | Clear the search or try a broader keyword. |
Import template fails | The import file or imported data may not match the expected format. | Review the import file and retry with corrected template data. |