Sending a template in a chat
In one sentence
When you need to message someone first — or the 24-hour window has closed — you pick an approved template, fill in its blanks, and send.
When you’ll do this
- Starting a conversation with someone who hasn’t messaged you.
- Following up after 24 hours of silence (order updates, reminders).
- Any time a free-form message would be blocked.
Before you start
- You need at least one approved template. If you don’t have one yet, see Templates → Building and Approval.
Step by step
Open the template picker
In the conversation, choose Send template (the composer offers this, and nudges you toward it automatically when the window is closed).
Pick an approved template
Only approved templates appear. Search by name and preview how it will look.
Fill in the variables
Templates have blanks called variables, shown as {{1}}, {{2}}, or named ones like
{{name}}. Fill each with the right value — MsgBuddy can pull some straight from the
contact’s fields.
Add header media or button values (if any)
If the template has an image/video/document header or dynamic buttons, provide those too (e.g. the specific tracking URL).
Review and send
Check the live preview, then send. It enters the thread and reports its delivery status like any other message.
Variables are the personal touch. A template body of “Hi {{1}}, your order {{2}} is ready” becomes “Hi Asha, your order #123 is ready.” Getting names and details right is what makes a template feel human instead of robotic.
Worked example
The window with a customer closed overnight. Their cake order is ready. You:
- Click Send template, pick
order_ready(a Utility template, already approved). - Fill
{{1}}= Asha,{{2}}= #123. - Send. Asha receives: “Hi Asha, your order #123 is ready for pickup!”
- Asha replies “On my way!” — which reopens the window, so you can now chat freely.
Keep a few reliable Utility templates ready — order ready, appointment reminder, we tried to reach you — so re-opening a conversation is always one click away.
How this connects
- Templates are built and approved in the Templates chapter.
- Sending the same template to many people at once is a Campaign.
- Template category (Utility/Marketing/Auth) affects the rules — see Categories.
Next: work faster with canned replies, notes & tasks →.