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Manage message templates

Create and use pre-loaded responses to communicate efficiently and consistently to frequently asked questions or communications

Create, organize, and use reusable message templates from Admin Settings > Templates. Concierge supports local templates for standard messaging and Twilio templates for WhatsApp and RCS template messaging.

Understand template types

Local templates

Twilio templates

Saved in Concierge. Inserted as editable message text for standard messaging.

Linked to a Twilio template. Used for WhatsApp and RCS template messaging; the message body is locked when selected for reply or compose. Twilio templates are required for WhatsApp and RCS messaging.

Twilio templates may require WhatsApp approval before they can be used for applicable WhatsApp messages. Availability of Twilio template creation depends on your Service’s messaging configuration.

Find and review templates

  1. Open Admin Settings > Templates.

  2. Browse the combined list of local and Twilio templates, sorted alphabetically by name.

  3. Use the available filters to narrow the list by name, status, or type.

  4. Review the template details, including its body and type. Twilio templates also show WhatsApp approval status, content type, language, and Template SID.

Twilio templates are linked to the underlying Twilio template. If that template is no longer available, Concierge displays a Not Found warning and prevents it from being selected for sending until it is relinked.

Create a local template

  1. On the Templates page, select Create Template.

  2. Choose Local.

  3. Enter a descriptive name and write the message body.

  4. Optionally insert variables or emoji using the message editor.

  5. Select Save.

Create a new Twilio template

  1. Select Create Template and choose Twilio.

  2. Select Create a new Twilio template.

  3. Enter a template name using only lowercase letters, numbers, and underscores. Do not use spaces or other special characters.

  4. Enter the message body. Use double curly braces for variables, for example {{first_name}}.

  5. Choose the template language.

  6. Save the template, or select Save & submit for WhatsApp approval when ready.

After submission for WhatsApp approval, a Twilio template cannot be edited. If the content needs to change, create a new template and submit it for approval.

Link an existing Twilio template

If a template already exists in the Twilio subaccount associated with your Service, you can link it without recreating its content.

  1. Select Create Template and choose Twilio.

  2. Choose Use an existing Twilio template.

  3. Select a template from the alphabetized list of available Twilio templates. Templates already linked to this Service are excluded.

  4. Review the read-only preview and Content SID.

  5. Select Link template.

Edit templates

  1. Find the template in Admin Settings > Templates and open its edit action.

  2. For a local template, update its name or body and select Save.

  3. For an un-submitted Twilio template, make permitted changes and save, or submit it for WhatsApp approval.

You cannot change a template from Local to Twilio or vice versa. Submitted Twilio templates are not editable. Only administrators can create, edit, or delete Twilio templates.

Delete a template

  1. Find the template and select Delete.

  2. Review the confirmation dialog.

  3. Confirm Delete to permanently delete it.

Deleting a local template removes it from Concierge. Deleting a Twilio template deletes the underlying template in Twilio, not just its Concierge link. If multiple Services use the same Twilio subaccount and template, deleting it can affect those Services as well. Confirm that the template is no longer needed before deleting it.

Resolve a “Not Found” Twilio template

A Not Found warning means that the previously linked Twilio template can no longer be located, for example because it was deleted or the Service’s Twilio subaccount changed. The template remains listed in Concierge but cannot be used to send messages.

  1. Open Admin Settings > Templates and locate the row marked Not Found.

  2. Open the template for editing.

  3. Select a valid Twilio template to link to this Concierge template.

  4. Select Link & save. Alternatively, delete the obsolete Concierge template record.

If you receive a template-related error while sending, check its status in Admin Settings > Templates. Other transient Twilio errors do not necessarily mean the template link is missing.

Use a template when sending messages

  1. Open a reply or compose a new message in Concierge.

  2. Open the Templates selector and search or browse the list.

  3. Select the appropriate Local or Twilio template.

  4. If you choose a local template, you can edit the inserted text before sending. If you choose a Twilio template, the message body is locked.

  5. To change your selection, clear the Twilio template or choose a different template, then send the message.

When replying on WhatsApp outside the 24-hour customer service window, only Twilio templates are shown in the template selector. In general compose and Zing workflows, both template types can appear.

Template management tips

  • Use recognizable template names so teammates can find the right content quickly.

  • Check WhatsApp approval status before relying on a Twilio template for outbound WhatsApp messaging.

  • Use double curly braces around variable names, such as {{first_name}}.

  • Avoid deleting Twilio templates that other Services may use.

  • If a Twilio template displays Not Found, relink or remove it before attempting to use it.

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