A template is the first message Kylo can send to a lead outside the 24-hour customer service window. You write it once, Meta reviews it, and a campaign sends it with the lead’s values filled in.

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Before you start

  • A WhatsApp connection with a business account id. An access token connection without one cannot create templates. See Connect with an access token.
  • The text of the message, with the places that change per lead marked. For a lead message, that is usually the first name.
  • A realistic sample for each changing value. Meta reads the samples during review.
1

Open the Templates tab

Open your agent, select Outbound, then Templates. The list shows any templates Kylo already knows about, including ones Meta holds for your account.
2

Select Create

The Create template dialog opens with the Template preview panel beside it. Channel reads WhatsApp and cannot change.
3

Set Name, Language, and Category

Name takes lowercase letters, digits, and underscores, for example new_lead_hello. Use a name you will recognize in a campaign list, because it cannot change later. Language is a searchable list, and en is the default. Category is Marketing, Utility, or Authentication, and Utility is the default. A first message that promotes anything belongs under Marketing. See Template categories.
4

Add a header, or leave it as None

Pick None, Text, Image, Video, or Document. A text header holds up to 60 characters and one {{1}} with a Sample. A media header needs a file: JPEG or PNG for an image, MP4 for a video, PDF for a document. See Header and media.
5

Write the body and fill the samples

Type the message in Body, for example “Hi {{1}}, thanks for reaching out to Acme.” A Variable 1 card appears, and you fill Sample with a real value such as Sara. The body cannot start or end with a variable, so end the sentence with text. See Variables.
6

Add a footer and buttons if you need them

Footer is optional, up to 60 characters, with no variables. Select Add button for a Quick reply, Visit website, Call phone, or Copy offer code button. Each needs a Label of up to 20 characters. See Buttons.
7

Check the preview and select Create

Read the Template preview panel. Create stays disabled until the name and body are valid and every variable has a sample. Select Create. Kylo sends the template to Meta and shows “Template submitted for review”. The row appears with the status In review.
8

Wait for Meta and refresh

Meta usually decides within 24 hours. Select Refresh to pull the result. The status changes to Active or Rejected. See Template approval.
Your template is Active, which means a campaign can send it and the agent can name it in instructions.

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If the submission fails

Kylo shows “Template could not be submitted” with a reason. A WhatsApp connection with no business account id fails with a not connected reason, and a name with capital letters or spaces fails as an invalid name. For a media header, “The header file could not be uploaded.” means the upload to Meta failed.

Next: create a trigger

Choose the Zoho event that starts the send.