Message Templates
Message Templates are pre-written messages that your team can save and reuse. Instead of typing the same message repeatedly, you can create a template once and use it in any conversation or campaign. Templates are organized in a folder hierarchy so you can keep them tidy as your library grows.
Navigating to Templates
Click Templates in the left sidebar under the Conversations section.
The Templates page shows all your templates and folders, starting from the root level.
Your WhatsApp templates library.
Your Email templates library.
Creating a Folder
Folders help you organize templates by topic, channel, or team. To create a new folder, click the + New Folder button.
Enter a name for the folder and click Save. The folder will appear in the templates list and you can place templates inside it.
To navigate into a folder, click its name in the list. Use the breadcrumb at the top to navigate back.
Creating a Template
To create a new template, click the + New Template button (you can do this from the root level or from inside a folder).
Fill in the template details:
- Template Name — A descriptive name for internal reference (e.g., "Follow-up after demo").
- Channel — Choose WhatsApp, SMS, or Email.
- Subject (Email only) — The email subject line.
- Message Body — The content of the template. You can include variable placeholders like
{{contact_name}}which will be filled in automatically when the template is used.
Click Save to create the template.
Note: WhatsApp templates that will be used outside the 24-hour customer care window must first be approved by WhatsApp (Meta). Contact your QuantixOne administrator to submit templates for approval.
Duplicating a Template
To create a copy of an existing template, hover over it in the list and click the Duplicate option (or use the three-dot menu next to the template).
The duplicated template will appear with "Copy of" prefixed to its name. You can rename it and edit its content.
Editing a Template
To edit an existing template, click its name to open it, then click the Edit button (pencil icon).
Update the content and click Save.
Deleting a Template
To delete a template, open its more options menu (three dots) and select Delete.
Deleted templates can be recovered from the Trash if needed.
Note: Deleting a folder will also delete all templates inside it. Make sure to move any templates you want to keep before deleting the folder.
Using a Template in a Conversation
While composing a message in any conversation, click the Templates icon (bookmark or lightning bolt icon) in the composer toolbar.
A template picker will appear. Browse by folder or search by name. Click a template to preview it, then click Insert to paste it into the composer.
Any {{variable}} placeholders will be automatically filled in with the contact's information before the message is sent.