Quick replies, templates and tags
Answer faster with saved responses, and label chats for follow-up.
Type / in the composer to insert a saved quick reply. When a chat’s 24-hour window has closed, the composer offers approved templates instead. Tags label conversations so filters and campaigns can find them.
Quick replies
Quick replies are saved snippets for answers you type all day: opening hours, refund policy, payment details. Type / in the composer to open the picker, search by shortcut, and the text drops in ready to edit before sending.
Manage them under Conversation Assets, then Quick Messages. See Conversation assets. Each has a short code (like /hours) and the full message body.
Templates in the inbox
When a conversation’s 24-hour window has closed, the composer switches to the template picker. Choose an approved template, fill any variables (name, order number), and send. The chat re-opens when the customer replies. Why this happens: Understand the 24-hour conversation window.
Tags
Tags label conversations by state and topic: order-issue, vip, follow-up. Add or remove them from the contact panel. Tags power inbox filters and campaign audiences alike, so a consistent tag set pays off everywhere.
Common questions
Quick reply or template: which one?
Quick replies are free-form snippets for open conversations. Templates are Meta-approved messages, required once the window is closed and always used by campaigns.
Can quick replies include a customer’s name?
Insert the snippet and edit before sending; quick replies are plain text you can adjust. Templates support proper variables filled from contact fields.
Still stuck?
Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.