Working with chat templates in customer and order cards
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Let's look at how to work with chat templates using the example of WhatsApp Business integration.


Chat templates can be sent using triggers. Read more about triggers in the related section].

Sending a template from an order

When the system receives a new order, it contains contact information including the phone number to which the WhatsApp application is bound.

If you need to contact the customer via WhatsApp, click on the "Send Template" button in the "Communications" block. A PopUp window will open where you can select a message template and a phone number to which the message will be sent.

Sending a template from a customer card

Sending a template from a customer card works in the same way. In the "Chats" tab, select the template that will be sent to the customer.

In the case of WhatsApp Business, there is a limit of 24 hours from the customer's last message. After 24 hours, the dialogue is closed on WhatsApp side and cannot be resumed from the online store. The counter is reset after each message.


After sending the template, the dialogue will not be automatically created. The dialogue is created only after the customer replies to the template message.

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Learn how templates are created and what data is available to edit manually.
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