Templates

Templates are the pre-written messages Setaflow sends your customers: the check questions, the visit confirmation, the quote with the advance, the service certificate, the renewal reminder and more. WhatsApp templates are in English and Tamil, and Meta must approve each one before it can be sent. Open them from Settings › Templates.

Once a channel is connected, the Templates tab shows:

1. WhatsApp | Email: switch between your WhatsApp templates and your email templates. You see the switch only when both channels are connected.
2. New Template: write a new WhatsApp template.
3. Search, Sync Template (fetch the latest status from Meta) and Start from sample (begin from a ready-made template).
4. The list: Template name with the message underneath, Category, Language, Status and Last edited. Click the eye under View to see a template as the customer sees it.

Tip

If a message has no Approved template, Setaflow skips it. Nothing is sent and nothing breaks, but the customer hears nothing. Sort the list by Status before you go live.

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If you see “No channel is connected yet”

Templates belong to a channel. Until your WhatsApp number or your email is connected, the tab says No channel is connected yet. Click Connect a channel, or see WhatsApp number.

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WhatsApp template statuses

Status	What it means
Draft	Saved in Setaflow, not sent to Meta yet
Pending	Meta is reviewing it. You can’t edit it until Meta answers.
Approved	Ready to send
Rejected	Meta said no. Edit it and submit it again.
Paused	Meta paused it, usually because customers blocked or reported it

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Write a WhatsApp template

1. Go to Settings › Templates and click New Template.

2. Under Template category, choose one:

   • Marketing: offers and news about your business, or anything that isn’t utility or authentication.
   • Utility: a message about a specific job, order or customer request, such as a visit confirmation.
   • Authentication: one-time passwords.

   

3. Click Next.

4. Under Basics, type a Name (lowercase letters, numbers and underscores only), pick the Language and the Type of variables: Number uses {{1}}, {{2}}…, Name uses {{first_name}}.

   

5. Under Content, write the Body. Add a Header and a Footer if you want. Character counters show Meta’s limits. Select text to make it bold or italic, or click Add variable to insert a blank Setaflow fills in, such as the customer’s name.

6. Give each variable a sample under Variable samples, for example Lakshmi. Meta uses the samples to review the template.

7. Under Buttons, click Add Button to add buttons the customer can tap: Quick reply, Visit website, Call phone number or Copy offer code. You can add up to 10, and each needs its own label.

8. Check the Preview, then click Submit for review. Or click Save as draft to finish later, or Previous to change the category.

   

Important

• Meta doesn’t let you change the category of an approved template.
• When you edit a template, the name, language and variable type can’t be changed. After you save, the template goes back to review.
• Deleting a template also removes it from Meta, and Meta blocks the name for 30 days.

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Change a template

1. Click the ⋮ menu at the end of the row and choose Edit. You can edit a template that is Draft, Approved, Rejected or Paused.
2. Change the text and click Save changes.
3. Do the same for the Tamil version, which has the same name ending in _ta.

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Email templates

Switch to Email to see your email templates. Each has a Name, Subject, Category (Transactional or Marketing), Status, where it is Used in, and Last edited.

Status	What it means
Draft	Being written. Not offered in campaigns and drips.
Active	Published. It can be used in campaigns, drips, automations and stages.
Archived	Put away. You can’t archive a template an active campaign or drip uses.

To write one:

1. Click New template. Pick a layout under Start from a layout, such as Plain letter or Newsletter, or choose Blank email.

   

2. Under Details, fill in Name, Category, Subject, Preheader, From name and Reply-to.

3. Under Content, build the email with Design blocks, or edit the HTML or Plain text.

4. Add Attachments if every email should carry a file (PDF, image, DOCX or XLSX, 10 MB in total).

5. Fix anything listed under Checks. Errors block saving; warnings are advice.

6. Click Render preview to see it with sample values, then Create template.

   

7. Click Publish to make it Active. Send test to me emails you a copy first.

Every save that changes the content creates a new version. Open Versions to restore an older one.

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What Setaflow sends on its own

Your starter pack adds these WhatsApp templates. Each has an English version and a Tamil version ending in _ta; a customer who reads Tamil gets the Tamil one.

When this happens…	…Setaflow sends
A new enquiry comes in	The check questions (for Solar, solar_enquiry_check)
A site visit is booked	site_visit_confirm
A quote is sent	quote_with_advance, with the advance and how to pay
The quote is still open after 2, 5 and 9 days	quote_nudge, until the customer replies, decides or pays
An installation is booked	installation_scheduled
An instalment falls due, or is late	instalment_due, then instalment_reminder
An AMC visit is closed	amc_visit_certificate, with the service certificate
An AMC ends in 60, 30 and 7 days	amc_renewal_due
A complaint is closed	complaint_closed
Auto-pay is set up, or a debit is due tomorrow	autopay_setup, predebit_notice
It’s Monday morning	seta_monday_review to the owner

A stage can also send a template when a record reaches it. You choose that in Record types and stages.

Note

Setaflow skips a message, rather than sending something Meta hasn’t approved, when the template isn’t Approved, the customer opted out of WhatsApp or is blocked, or the customer has no phone number.

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Good to know

• Who sees Templates: anyone whose role can view templates. Someone who can see templates but not the rest of Settings sees only this tab.
• Only approved templates appear in the template picker in Campaigns.
• WhatsApp charges are billed by Meta to your own WhatsApp account, not by Setaflow.

What’s next?

• Connect your WhatsApp number
• Send a campaign

Related articles

• Check questions
• Certificate templates
• Record types and stages