5. Use WhatsApp templates and fill their fields

Use a WhatsApp template when the composer requires one or when starting an eligible conversation from a contact. You can review the content and fill its fields before sending.

Templates are authored through Meta and refreshed into Converso. The AI agent does not send them automatically.

Template selection

1. Ask an admin to open Settings → Channels → Refresh templates.
2. Check the table's Template, Language, Category and Status.
3. In the thread, select Send template or the template option offered by the composer.
4. Choose the template and language.
5. Complete the generated fields and inspect the preview before sending.

Only available approved templates can be sent. Some templates display an unsupported or unavailable reason. Approval by Meta and approval of your business in Converso are independent requirements.

Template fields

Complete the fields for each send. There is no separate page for saving a persistent template mapping. Field types can include text, numbers, date/time, media, product sections and structured Flow data, depending on the template. Where contact suggestions are offered, review the inserted value. Never assume that a placeholder automatically selects the correct identity.

Media attachments

Upload media directly in the template form:

• Images: JPEG or PNG.
• Video: MP4 or 3GPP.
• Documents: PDF.

Use the type requested by the template. This Converso workflow does not require external image hosting.

Test sends

Admins can use Send a test to your own number and Send test where shown. This is a real template send with its own approval and sending checks, not the free AI Test console. If a template becomes unavailable, refresh it and review the form again rather than repeatedly sending stale parameters.

Related guides: WhatsApp connection, Messaging, WhatsApp charges.