Follow-up message templates

Why templates exist

WhatsApp lets you send normal messages only within 24 hours of a customer's last message. After that, WhatsApp only allows a template: a message you write in advance and that Meta has approved. Konnie uses an approved template when it follows up after the 24 hours are over.

• Inside 24 hours: Konnie sends a normal, friendly check-in message.
• After 24 hours: Konnie sends your oldest approved template. If you have none, nothing is sent.

Konnie only follows up with people who already messaged your business. Templates are not for bulk or campaign sends.

Create a template

1. Connect your number first (see Connecting WhatsApp).
2. Go to Channels → Meta connections → WhatsApp and scroll to Follow-up message templates.
3. Pick a starter such as Friendly check-in, or write your own. Give it a name using lowercase letters, numbers and underscores, for example follow_up_checkin.
4. Choose the type: Utility for messages about the customer's own enquiry or appointment, or Marketing for offers and promotions.
5. Press Send to Meta for approval.

Write plain text of up to 1,024 characters. Variables such as {{1}} are not supported yet, and templates are English only for now.

Approval

Meta reviews each template, usually within a few minutes and sometimes up to a day. The list shows its status:

• Waiting for Meta: submitted and under review.
• Approved: Konnie can use it.
• Rejected: Meta explains why. Change the wording and create it again with a new name.

Press Check status to refresh. You can delete a template at any time. That also removes it at Meta.

Tips for approval

• Keep it short, polite and specific to the customer's own enquiry.
• Avoid prices, discount codes and urgent pressure unless you choose Marketing.
• Choose Utility only if the message really is about the customer's own enquiry. Meta may move it to Marketing otherwise.

Questions? Email support@konnectivo.com.