> For the complete documentation index, see [llms.txt](https://polser.gitbook.io/polser-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://polser.gitbook.io/polser-docs/features/templates.md).
# Templates
## How it works
***
Here's an overview of the different configuration possibilities for Templates:
{% tabs %}
{% tab title="Start New Conversation" %}
* Automatically sends a greeting message when a new chat is initiated with a WhatsApp user.
* In a multi-number set-up, each number can have a default template.
* Engages the customer promptly, setting a positive tone for subsequent interactions.
{% endtab %}
{% tab title="Out of Office Hours" %}
* This template is sent automatically when a user contacts an agent after their office hours as configured in Settings.
* A message is sent every 6 hours during out-of-office periods, ensuring the customer is aware of the unavailability without receiving repetitive notifications.
{% endtab %}
{% tab title="Weekends" %}
* Automatically informs users that the agent is unavailable on weekends.
* Provides information on when the customer can expect a response, managing their expectations effectively.
{% endtab %}
{% tab title="Custom" %}
* Allows agents to create tailored auto replies for specific times such as holidays or special events.
* Offers flexibility to address unique business needs and occasions.
{% endtab %}
{% tab title="Expired Conversations" %}
* When a conversation has been inactive for 24 hours or more, a brief introductory message is required before resuming the chat.
* Ensures compliance with WhatsApp limitations and maintains context in long-dormant conversations.
{% endtab %}
{% tab title="Broadcasts" %}
Templates in Meta containing the word **broadcast** are surfaced here to facilitate easy configuration in Polser.
{% endtab %}
{% endtabs %}
Many of these templates feature a convenient toggle that lets you easily activate or deactivate them based on your temporary business needs.
***
## Managing Templates in Meta
Some of our templates are actually meta-templates, which we overlay with a user interface to facilitate easy modification or advanced configuration. To ensure Polser functions correctly, the following templates must be configured in Meta, adhering to the specified naming and variable conventions.
{% hint style="info" %}
Important note: Meta recently implemented a rule that variables cannot be placed at the end of a template body; they must be enclosed by text. Ensure you adhere to this rule when editing or modifying your templates.
{% endhint %}
### Start a new conversation
Polser uses this template type to initiate a conversation with a user you haven't previously engaged with. It is also helpful for automating contact creation and synchronisation from CRMs or other tools.
#### **Naming convention: new\_chat**
Body (example): \
Hi {{1}} It's Markus *from Acme Shop* here ๐ Weโre following up on your enquiry. Is it OK if we continue the conversation on WhatsApp?\
\
Variables: We use the variable **{{1}}** to show the **user name** (here *John*)\
\
Buttons: We suggest including a clear question about using WhatsApp for communication, along with two separate buttons for users to opt in or out.
**You can create up to 10 different templates** of this type by adding a number to their name: for examples **new\_chat\_1, new\_chat\_2, new\_chat\_3**, etc
### Expired Conversations
Polser uses this template when a customer conversation has expired. Meaning it's been more than 24 hours since he last messaged you. When this occurs, Meta requires you to use a predefined template, but we can embed your actual message within that template whenever you want to send it to the user.
#### Naming convention: expired\_conversations
Body (example):\
Regarding our previous chat... {{1}} Sounds good?
Variables: We use the variable **{{1}}** to insert **the message you are sending** to a user when the conversation has expired (here *Your account has been reactivated. You can login as usual.*)\
\
Buttons: No buttons are recommended in these templates.
**You can create up to 10 different templates** of this type by adding a number to their name: for examples **expired\_conversations\_1, expired\_conversations\_2, expired\_conversations\_3**, etc.
To facilitate rich conversations even after expiration, we automatically generate these templates in Meta:
* expired\_conversations\_image
* expired\_conversations\_video
* expired\_conversations\_document
You don't need to create the above template, but feel free to modify it if necessary.
### Broadcasts
Any template you create in Meta that includes the word "broadcast" will be recognised by Polser as a broadcast template. These templates will appear in our feature interface for sending broadcasts.
#### Naming convention: \_broadcast
Body (example):\
\*New arrivals for the season\* {{1}} ๐ซ
Variables: We use the variable **{{1}}** for the actual **content** of this broadcast instance to be sent (here, *Discover our classic bedroom bed frame and give your space a warm, natural upgrade*).
**You can create up to 50 different templates** of this type by adding any text before or after the word broadcast in its name: for example, **newsletter\_broadcast,blackfriday\_broadcast, blackfriday\_broadcast,** etc
{% hint style="info" %}
Read more about our broadcast feature here \
\
Watch this video to learn how to create Broadcast templates in Meta
{% endhint %}
{% hint style="success" %}
Templates are available for both mobile and web applications within Polser, but **they can only be edited in the browser**.
{% endhint %}
Planned enhancements
Future improvements include:
* **Template creation**: Ability to design new templates from scratch.
* **WISIWIG editor**: to allow users to fully create and edit templates from our interface
* **Multilingual Support**: Enable auto replies in multiple languages to cater to a diverse customer base. Use language variation for Meta templates.