Message templates
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1. Introduction
Definition
A message template is a reusable, pre-prepared piece of content (text, media, buttons, variables) that the operator builds once in the Message Constructor and then reuses anywhere on the platform that works with the constructor: chats, sales tunnels, smart mailing, and AI Support.
The «Message templates» section is a centralized library of such building blocks, organized into categories. Each template stores its status (especially important for WhatsApp Business API, where templates go through moderation), an update history, and the author of the latest changes.
In the context of the customer lifecycle, templates belong to the Engage stage — as a tool to quickly warm up a subscriber with ready-made, relevant content — and to the Manage stage — as a content library that the operator maintains across tunnels and categories.
For a B2B operator (platform owner/manager), templates solve the scaling problem: a message that was approved once can be sent to thousands of subscribers without losing quality or a consistent tone of voice. For the B2C client (end subscriber), the template looks like an ordinary message in their messenger — they receive pre-prepared, properly formatted content instantly, without the delays associated with manual typing.
The fact that a template was sent is recorded in the Client's Card: the operator can see exactly which template was sent, when, and from which tunnel or manually, giving a full audit of the conversation.
After reading
After reading this guide, you will be able to:
understand how a template differs from a regular message in the Constructor and why a separate template library is needed;
create new template categories and templates inside them;
navigate the template menu (status, update history, renaming, deletion, copying);
use templates in chats, sales tunnels, smart mailing, and AI Support;
attach a template to a button via the «Call Template» button type;
account for the limitation that button-click conditions on template buttons are not tracked inside sales tunnels.
Purpose
The «Message templates» section solves three key tasks for a Leeloo.ai operator:
1. Speed and consistency of communication. At the Engage stage, the operator doesn't rewrite every message from scratch — they pick a ready, verified template and send it in seconds. This is especially valuable in support chats and objection handling, where response speed directly affects conversion.
At the Manage stage, templates act as reusable blocks inside tunnels: the same welcome message, pricing block, or case study collection is called from dozens of different branches without duplicating content.
2. Compliance with WhatsApp Business API requirements. Templates store their Twilio/WhatsApp moderation status, allowing the operator to track which messages are already approved for sending within the first 24 hours and beyond.
3. Quality control and auditing. Every template records who made the last change and when, which simplifies teamwork and prevents accidental distortion of sales scripts.
2. Creating a template
To create a template, go to the «Sales Tunnels» section and select the «Message Templates» category.
You can create a new category for a set of templates or click on the name of an existing category to create a template inside it.
3. Template menu
Once a template is open, the following management menu is available:
Button to return to the list of template categories.
Button to access the «Instructions» section with guidelines about the «Message Templates» section.
Button to add a new template: opens the Message Constructor with an empty message. After saving, a new template is created.
Action button for a template: clicking it lets you delete the current template and all its contents or create a copy of the template.
Template status: displays the current status of the template if it has been previously submitted for review in the WhatsApp messenger.
Updated: shows the date the template was last updated and the platform user who made the last changes.
In this field, you can enter a new name for the template (rename it); to save changes, click the «Save» button.
Template name.
4. Using a template
You can use templates in any section of the platform that works with the message constructor: Chats, AI Support, Smart Mailing, and Sales Tunnels.
Templates can be sent just like any other message. In addition, there is a special button type for templates — «Call Template». When a subscriber clicks such a button, they will receive the template linked to that button in response.
You can also create a template directly in the button settings by clicking on the input field for the template name and selecting «+ Create New». This will open the «Message Templates» section window.
In sales tunnels, button-click conditions from message templates do not work. Be careful when building your tunnels and the conditions in them.
Related instructions
Instruction | Why read |
|---|---|
The core module that hosts template categories and from which templates are called within scenario branches. | |
The editor where the body of each template is assembled — text, media, buttons, variables. | |
Description of the «Call Template» button type used to attach a template to a button in any message. | |
Template approval process in WhatsApp: statuses, content requirements, 24-hour window limitations. | |
Context of the Engage and Manage stages, where templates play their primary role. |
Key terms
Term | Definition |
|---|---|
Message template | A reusable, pre-prepared piece of content (text, media, buttons, variables) created in the Message Constructor and reused across chats, tunnels, smart mailing, and AI Support. |
Message templates (section) | The centralized template library inside the «Sales Tunnels» module, organized by categories; the entry point for creating, editing, and deleting templates. |
Template category | A logical grouping of templates inside the library (for example, «Greetings», «Objections», «Pricing») for convenient operator navigation. |
«Call Template» button | A special button type that, when clicked, sends the subscriber the template attached to it. In sales tunnels, clicks on such buttons are not tracked as conditions. |
Message Constructor | The Leeloo.ai editor where the content of any message or template is assembled: text, media attachments, buttons, variable substitutions. |
Template status | The moderation state of a template in WhatsApp Business API (via Twilio): shown on the template card if the template was previously submitted for review. |