A template is a message you write ahead of time so Kylo can start a conversation. On WhatsApp the rules come from Meta: outside a customer’s 24-hour service window, a business can send only an approved template. Meta calls template messages the only type of message that can reach a user outside that window.

​
Channels

​
Where Kylo uses templates

  • Campaigns. A campaign names one template. When its trigger fires, the agent sends that template to the lead. See Campaigns.
  • The agent tools. @whatsapp.send-template sends one Active template and @whatsapp.list-templates lists the Active templates the agent may send. See Agent tools.
  • Instructions. Typing @whatsapp.send-template in General offers one row per Active template, so you can name the exact one. See Write agent instructions.
Only an Active template is offered in all three places. A template that is In review, Rejected, Paused, or Disabled is hidden from them.

​
Where you manage them

Open an agent, then Outbound, then Templates. The WhatsApp connection page also has a Templates tab with a smaller form. See Manage the WhatsApp connection.

Create a WhatsApp template

The end-to-end guide.

Template approval

Statuses, review time, and why Meta rejects.