Quick Replies
Use pre-approved WhatsApp templates to respond quickly when the 24-hour window is closed.
Quick Replies
When you need to respond quickly or the 24-hour window is closed, Trochai lets you send pre-approved template messages directly from the inbox. These templates are messages that have been previously created and approved by Meta through the WhatsApp Business API.
Template selector
The template selector is a dialog that lets you choose and send a template message directly from a conversation.
When it appears
The template selector appears in two situations:
- 24-hour window closed: when the message composer shows the closed window notice, a "Send template" button appears. See 24-Hour Window.
- From the toolbar: you can access the template selector at any time.
How to send a template
Click the "Send template" button (available in the composer when the window is closed).
A dialog opens with the list of Meta-approved templates. Each template shows:
- Name: template identifier
- Category: template type (Marketing, Utility, Authentication)
- Language: the template's language
- Send button: to send that template to the contact
If the template has parameters (variables like client name, property name, etc.), a second dialog will open for you to enter the value of each parameter.
Complete the parameters (if any) and click Send.
The template is sent to the contact. Once the contact replies, the 24-hour window will reopen.
Template categories
WhatsApp templates are organized into three categories defined by Meta:
| Category | Color | Use |
|---|---|---|
| Marketing | Blue | Promotional messages, offers, new property listings. |
| Utility | Green | Confirmations, reminders, status updates. |
| Authentication | Purple | Verification and authentication codes. |
Only templates with "Approved" (APPROVED) status appear in the selector. Templates pending review or rejected are not shown.
Templates with parameters
Many templates include variables (parameters) that are customized when sending. For example, a follow-up template might have the text:
Hi {{1}}, we're writing from {{2}} to follow up on the property in {{3}}. Would you like to schedule a visit?
Where:
{{1}}= contact name{{2}}= agency name{{3}}= property location
When you select this template, Trochai will ask you to enter the value of each parameter before sending.
Templates are created and managed from the Templates section of Trochai, or directly in Meta's WhatsApp Business Manager. They must be approved by Meta before you can use them.
Common errors
If you can't see or send templates, it might be for one of these reasons:
| Error | Cause | Solution |
|---|---|---|
| No approved templates | No templates have been created or none have been approved by Meta. | Create templates from the Templates section. |
| Token expired | The WhatsApp Business access token has expired. | Go to Settings > Channels to reconnect. |
| Channel not configured | No WhatsApp channel is connected. | Set up a channel in Settings > Channels. |
| WABA not configured | The WhatsApp Business account is not linked. | Check the channel configuration. |
Difference between templates and text messages
| Aspect | Text messages | Templates |
|---|---|---|
| 24h window | Requires open window | Works always |
| Content | Free text | Format pre-approved by Meta |
| Customization | Full | Only defined parameters |
| Cost | Included in the window | May have additional cost from Meta |
| Approval | Not required | Requires Meta approval |
WhatsApp templates have a per-message cost imposed by Meta, which varies by category and the recipient's country. This cost is separate from your Trochai subscription.
Related pages
- 24-Hour Window — when you need to use templates
- Sending Messages — sending free-text messages