Send Template Messages as a Live Agent

This section contains essential information and usage guidelines for sending template messages as a live agent inside BotPenguin.

What is Send Template Messages as a Live Agent?

Send Template Messages as a Live Agent is a feature inside the Inbox that lets you re-initiate a WhatsApp conversation with a customer after it has been closed for more than 24 hours. It allows you to select an approved WhatsApp template, configure any variables or header files it requires, and send it directly from the conversation window — helping you resume conversations without leaving the Inbox.

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When should you use this?

Use this feature when:

• The customer's session with your WhatsApp number has been closed for over 24 hours and you can no longer send free-form messages

• You want to re-engage a customer whose previous conversation window has expired

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Benefits of Send Template Messages as a Live Agent

• 📩 Lets agents re-engage customers without switching tools, right from the Inbox

• ⏱️ Reduces delays in resuming conversations once the 24-hour window closes

• ✅ Ensures only Meta-approved templates are sent, keeping you compliant with WhatsApp policy

• 🎯 Supports variable and header file mapping for personalized re-engagement

• 🔄 Keeps conversation history intact so context isn't lost when reopening a chat

How to Use Send Template Messages as a Live Agent

1. Go to your "Inbox" from the left sidebar.

1. Select the customer conversation you want to send a template to.

You can only send a template if the previous conversation has been closed for more than 24 hours. If it has been less than 24 hours, the conversation is still open and you can message the customer directly without a template.

1. If the conversation is closed, you'll see a notification at the bottom of the chat screen: "Previous conversation is closed. Send template message to initiate the conversation again." Click "Select Template".

1. A list of all your Meta-approved templates will appear. These are the templates created and were approved by Meta under WhatsApp Bot → WhatsApp Templates.

1. Click on the template you want to send.

2. A pop-up will open for configuring any variables or attaching header files required by the template. Fill in the necessary values.

1. Once variable mapping and attachments are complete, click "Send" to deliver the template to the customer.

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Best Practices

💡 Only templates approved by Meta will appear in the list — submit and get your templates approved in advance under WhatsApp Bot → WhatsApp Templates

⚠️ Double-check variable mapping and header attachments before sending, since templates cannot be edited after sending

🎯 Use templates with clear, relevant context so customers are more likely to respond and reopen the conversation

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Troubleshooting

"Select Template" option isn't showing even though the conversation looks closed

Confirm it has actually been more than 24 hours since the last customer message. The template option only appears once the 24-hour window has fully closed.

No templates appear in the list

Check WhatsApp Bot → WhatsApp Templates to confirm you have at least one template that has been approved by Meta. Pending or rejected templates will not appear here.

Template fails to send after variable mapping

Ensure all required variables have been filled in and any header file attached matches the format expected by the template (e.g., image, document, or video).

FAQs

Why can't I message a customer directly without a template?

WhatsApp only allows free-form messaging within a 24-hour session window after the customer's last message. Once that window closes, you must use a Meta-approved template to re-initiate the conversation.

Where do I create and get templates approved?

Templates are created and submitted for approval under WhatsApp Bot → WhatsApp Templates. Only templates approved by Meta will be available to send from the Inbox.

Can I add variables and attachments to a template before sending?

Yes. When you select a template, a pop-up lets you map any required variables and attach header files before sending.

What happens after I send the template?

If the customer responds, the conversation reopens and you can continue messaging normally within the 24-hour window that follows.

Can I send more than one template to the same closed conversation?

Yes, you can send another template if the customer doesn't respond, though it's best practice to space these out to avoid appearing repetitive.

Does this feature work for other channels like Instagram or Facebook?

No, the 24-hour closed-conversation template rule is specific to WhatsApp.

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Support

If you still have questions for our team, write to us at [e-mail]. We'll get back to you within 48 hours.

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🎉 Completion

🎉 Congratulations, you have successfully completed this section! You're one step closer to mastering BotPenguin.