How to create Whatsapp, SMS & Email Templates

🧭 Overview

• WhatsApp Templates – Meta-approved message formats used for patient reminders, confirmations, and campaigns. Required to initiate or resume conversations outside the 24-hour WhatsApp window.

• SMS Templates – Predefined text messages for alerts like appointment reminders or payment notifications.

• Email Templates – Branded emails with placeholders for personalization, used for reminders, campaigns, and notifications.

👉 Templates save time, improve accuracy, and ensure compliance.

📝How to Create & Manage Templates

1. WhatsApp Templates

Purpose

• Used when replying after 24h of inactivity, initiating new conversations, or sending bulk WhatsApp campaigns.

• Must be Meta-approved before use.

Creating a WhatsApp Template

1. Navigate toControl Panel → CRM → Social Media Manager → Whatsapp → Add(+)

2. Click + Add Template.

3. Fill details:

   • Template Name – descriptive name (e.g., “appointment_reminder”).

1. • Category – choose type (Utility, Marketing, etc.).

   • Language – select the language of the message from dropdown.

   • Header Format - pick a format from the drop down list. Use Text for Utility, and text/image/video/document for Marketing
     
     Depending on the header selected, add header text or media files to upload.

1. • Message Body – enter text, keeping it short and professional.

   • Variables/Placeholders – insert fields like Patient Name, Appointment Date, Doctor, etc with samples. 

     • Placeholders auto-fill with the patient’s actual details so every recipient gets a personalized dynamic message.
   • Footer: Text Format.
   • Action buttons: Call Phone Number, Copy Offer Code, Visit website.
     Phone format: country code only (no leading zeros/“+”).

1. Submit for Meta approval.

2. Once approved, template is available under CRM Inbox and Bulk WhatsApp Messaging.

WhatsApp Templates — List & Status

• Path: CRM → WhatsApp → Template Messages
• What you see: A list of all templates you created, including a Status column showing Pending / Approved / Rejected.
  • Only Approved templates can be used.
• List actions (works like a report):
  • Top left: Export to Excel and Print PDF.
  • Top right: Search bar, Add and a Refresh button above it.
  • Template: Delete or View Templates (3 dots like icon beside every template)

2. SMS Templates

Creating a SMS Template

1. Navigate to Control Panel → Templates → SMS & Whatsapp Templates.

2. Click + Add Template.

3. Fill:

   • Template Name – unique and descriptive.

   • Message Body – concise (within SMS character limit).

   • Placeholders – for dynamic data e.g., {PatientName}, {AppointmentDate}.

     • Placeholders auto-fill with the patient’s actual details so every recipient gets a customized message.
     • Type the placeholder exactly as defined(spelling/case/format). e.g., use patientName(one word)
   • Click Submit

Manage Templates

• New template appears in the list showing Created On, Title, and Created By.
• Row menu (⋮ on the right): Edit or Delete.

List/Report Tools

• Search-as-you-go bar (top-right).
• Export to Excel and Print PDF (top-left).
  
  

3. Email Templates

Creating an Email Template

1. Navigate to Control Panel → Templates → Email Templates.

2. Click + Add Template.

3. Fill:

   • Template Name – internal reference. For new templates, without entering anything, enter the rest of the details.

   • Subject Line – shown to recipients.

   • Body – formatted email body (supports pasting HTML & building your own content using placeholders).

     1. Content: Add below placeholders in the email body per your template requirement(refer to the video)

        • Columns
        • Button
        • Divider
        • Heading
        • Text
        • Image
        • Social
        • Menu
        • HTML
     2. Blocks: Add blocks(columns) per your template requirement
     3. Body: Decide the formatting of the body

         

4. Click Save.

5. Once created, you'd see the template with the following options in the list:

   • Created On, Subject, Created By
   • Row Menu: Edit or Delete
   • List tools: Search bar, Export to Excel and Print pdf

✅ Pro Tips

• Keep templates short and clear; avoid unnecessary words.

• Use variables for personalization → increases patient engagement.

• For WhatsApp: always pre-submit and approve templates well in advance; Meta approval may take time.

• Ensure all details are filled correctly while whatsapp template creation to increase chances of approval.

• Group templates logically (Reminders, Follow-ups, Promotions) so staff can find them quickly.

• Test Email templates with your own account before sending to patients.

• Always double-check placeholders → an empty field looks unprofessional.