Quick messages and templates are features designed to speed up and standardize communication during customer interactions on Poli. Although they serve similar purposes, they are used in different contexts and follow specific rules, especially regarding the sending channels.
Difference between Quick Messages and Templates
Quick Messages
Quick messages are pre-configured texts mainly intended for non-official channels. They help agents respond faster to recurring daily situations without having to type the same message repeatedly.
Main characteristics:
- Generally used on non-official channels.
- Do not require external approval.
- Have fewer configuration fields.
- Ideal for internal, informational, or operational responses.
Templates (Official WhatsApp – WABA)
Templates are standardized messages required by Official WhatsApp (WABA). They follow rules defined by the Meta Group and must be approved before being used.
Main characteristics:
- Used exclusively on official channels (WABA).
- Require prior approval from the Meta Group.
- Include additional mandatory configuration fields.
- Recommended for outbound messages, notifications, confirmations, and standardized customer communications.
How to create quick messages and templates
- Go to the Settings menu.
- Click on Templates.
- Select Add Template.
- Fill in the required fields.
- Save the configuration.
Quick Messages
When creating a quick message, you only need to define:
- The tag (internal name for identification).
- The message content.
- The message shortcut.
These messages are immediately available for agents to use, without requiring external approval.
Templates (Official WhatsApp)
When creating a template, you must fill in additional information that does not exist in quick messages. These fields ensure the message complies with Official WhatsApp rules.
Mandatory template settings:
- Official channel: select which WABA channel the template will be linked to.
- Tag: internal identification of the message.
- Visibility: define whether the template will be available to a specific user or to an entire department.
- Keyboard shortcut: makes it easier to use the template during conversations.
- Category: standardized item defined by Poli.
- Template language: language in which the message will be sent.
Template title
The title appears in the body of the message sent to the contact. It helps contextualize the content and can be configured in two ways:
- Text as the title.
- Media (image, video, or document) as the title, with the text displayed below, as shown in the preview.
Footer and reply buttons
- You can add a footer as the final message of the template.
- You can also configure reply buttons. When the contact clicks a button, the corresponding message is sent automatically.
Template approval
After saving the template:
- The message is sent to the Meta Group for review.
- The analysis period can take up to 24 hours.
- The template may be approved or rejected, according to the platform’s rules.
Important
- After submission for review, the template cannot be edited immediately.
- If changes are required, you must create a new template and submit it again for approval.
Use of variables
Templates and quick messages allow the use of variables to automatically personalize messages based on the contact or the interaction.
Available variables:
- [contact_name]: contact’s full name
- [contact_first_name]: contact’s first name
- [contact_phone]: contact’s phone number
- [contact_email]: contact’s email
- [operator_name]: agent’s name
- [department_name]: department name
- [date_current]: current date
- [time_current]: current time
- [protocol_number]: protocol number
How to Send Templates and Quick Messages in the Chat
- Go to the Chats screen and open the conversation with the desired contact.
- Click on More options.
- Select Send Template.
- From the list, choose the template you want to send.
Confirm the sending.
This way, with just a few clicks, you can send standardized messages without having to type the entire text again.