Templates and quick replies

These are two different resources with different purposes.

Templates

A template is a message pre-approved by the provider (mandatory on WhatsApp). It is the only way to start a conversation or reopen the 24-hour window.

1. Open Templates in the side menu.
2. Choose the channel — each channel has its own list.
3. See the approval status of each template and the body with the variables ({{1}}, {{2}}).

Each template reports:

Property	Meaning
Body	The approved text, with the variable placeholders
Header	The template's fixed text or media
Body parameters	How many values the message expects
Header parameter	Filled when the header has {{1}}
Media	When the template brings an image, it appears in the composer

Approved templates only

A template outside the 24-hour window must be approved on the channel. Trying to send a pending template or one from another channel returns an error (template_not_approved, template_not_found).

Variables: automatic filling

A template can contain variables. There are two ways to use them, and the behavior changes:

Format	How the value is resolved
{{1}}, {{2}} (positional)	Each variable asks for a value; the agent fills it in field by field
{{first_name}} (known name)	agents2.me fills it in on its own from the contact's data

Use the known names and the field does not even appear to type: the value comes from the conversation, the linked contact, or the CRM contact.

Known names

Variable	What it brings
{{first_name}}	First name: from the CRM contact, or the first part of the name on the channel
{{full_name}}	Full name: name + last name from the CRM, or the contact's name on the channel
{{display_name}}	The name as it appears in the Inbox (includes renames made by an agent)
{{contact.first_name}}	First name of the CRM contact
{{contact.last_name}}	Last name of the CRM contact
{{contact.email}}	The contact's email
{{contact.instagram}}	The contact's Instagram
{{contact.company}}	The contact's company: companyName or, in its absence, the account name
{{contact.idade}}	Any custom field of the contact, by the field name

See an example: Hello {{first_name}}! becomes Hello Marina! with no one typing anything.

Custom fields and the dot

The provider does not accept a dot in the variable name, so a custom field is written with two underscores in place of the dot: {{contact__idade}} is the same as {{contact.idade}}. The conversion is done automatically on send.

When the data does not exist

1. If the contact does not have the data, the variable is not filled in and becomes a field for the agent to type — no send goes out with {{...}} in place of the value.
2. What the agent types wins over the automatic value, so you can fix a wrong name before sending.
3. In quick replies, a variable that no one resolves stays literally as {{chave}} and is listed for filling.
4. In campaigns, the link is explicit: the field map connects each template variable to a column of the audience — see Campaigns.

Variable order

A template with positional variables is filled in the order they appear ({{1}}, {{2}}, {{3}}…). A template with known names is filled by name, not by position — the order of the fields on screen does not change the result.

Quick replies

Quick replies are text snippets from your team, reusable, with no approval and no window: perfect for greetings, address instructions, and repetitive procedures.

1. Open Quick replies.
2. Create a shortcut with a title, text, and the queues it appears in.
3. In the composer, type the shortcut or choose the reply from the list.

Quick replies can contain formatting and interactive variables — filling happens at the moment of sending.

When to use each

Situation	Use
First contact, outside the 24-hour window	Template
Follow-up after days without a reply	Template
Reply to a customer who has just written	Freeform text or quick reply
Repetitive instruction within the window	Quick reply
Order status notice	Template (with variables)

Tags

Tags classify conversations and feed filters and reports. Apply and remove tags through the conversation header or the context menu; the Inbox filter accepts all the tags or any of them. Tags can also be applied in bulk in a contact import.