Sending Templates
How to send WhatsApp templates from a conversation in Trochai, fill in parameters, and check delivery status.
Sending Templates
When the WhatsApp 24-hour window closes, the only way to contact a client is by sending an approved template. In Trochai, this process is done directly from the conversation view.
When to send a template
There are two main situations where you will need to send a template:
- The 24-hour window has closed — the contact sent their last message more than 24 hours ago and you can no longer send free-form messages.
- The contact has never written — you have the phone number but the contact hasn't started a conversation yet.
In both cases, Trochai will show a notice in the message input area indicating that the window is closed and offering a button to send a template.
If the 24-hour window is open, you can freely send text messages, images, and documents without needing to use templates.
Step-by-step sending process
Open the template selector
From the conversation view, click the "Send template" button. This button appears when the 24-hour window is closed.
A dialog will open with the list of all your approved templates.
Select a template
Review the list of available templates. Each template shows:
- The name of the template.
- The category (MARKETING, UTILITY, or AUTHENTICATION).
- The language of the template.
Click the "Send" button next to the template you want to send.
Only templates with APPROVED status are shown. If you don't see the template you're looking for, check its status in the templates list.
Fill in parameters (if applicable)
If the selected template has parameters, a second dialog will open where you must fill in each value.
Each field shows:
- The parameter name (e.g., "Client Name" or "Parameter 1").
- The section it belongs to (HEADER, BODY, or BUTTON).
- A suggested example value, when available.
Fill in all fields and click "Send template" to send the message.
You must fill in all parameters before you can send the template. The send button remains disabled until all fields have a value.
Verify the send
Once the template is sent, the message will appear in the conversation as an outbound message. Trochai stores the message with the details of the template used.
If the template contained parameters, they will display with the values you entered.
Templates without parameters
Some templates don't have parameters — they are static messages that are sent exactly as they are. In this case, clicking "Send" in the selector sends the template immediately without showing the parameters dialog.
Example of a template without parameters:
Hello, thank you for contacting us. An agent will
assist you shortly. In the meantime, you can explore
our available properties on our website.Required permissions
Only users with Admin or Agent roles can send templates. Users with the Viewer role can see conversations but cannot send messages or templates.
Common sending errors
| Error | Cause | Solution |
|---|---|---|
| No WhatsApp channel connected | Your organization does not have an active channel configured. | Go to Settings > Channels and connect your number. |
| WABA ID not found | The channel is connected but the WhatsApp Business Account ID is missing. | Update the channel configuration. |
| Token expired | The WhatsApp connection has expired. | Reconnect your channel in Settings > Channels. |
| Failed to send template | Meta API error. | Verify the template is still approved and try again. |
What happens after sending
When you send a template:
- The message is sent through the Meta API and recorded in the conversation.
- The conversation is updated with the date and time of the last message.
- A new 24-hour window opens if the contact replies to your template — from that point you can send free-form messages again.
Sending a template does not open the 24-hour window by itself. The window only opens when the contact replies. Until that happens, you can only continue sending templates.
Tips for better response rates
- Personalize the parameters — use the client's name and relevant property details instead of generic text.
- Choose the right template — use UTILITY for follow-ups and confirmations, MARKETING for new listings.
- Respect business hours — avoid sending templates late at night or early on weekends.
- Don't send too many templates — if a contact doesn't reply after 2-3 attempts, they are likely not interested.
Next steps
- Template parameters — learn how different parameter types work.
- Creating templates in Meta — create new templates for your agency.