Plans: Social Essential, Social Pro, Social Business, Powerhouse Essential, Powerhouse Pro and Powerhouse Business. The Free and Calling plans answer your website and phone, not Instagram, Messenger or WhatsApp.
The Templates page holds four kinds of message. Two of them need nobody's approval and are covered here: saved replies and Meta messages. The two that Meta reviews are in submit WhatsApp and Messenger templates.
Which kind do I need?
- Saved replies are plain text for the things you send over and over, such as directions or a deposit reminder. Whoever sends one can change every word first.
- Meta message builder messages are for Messenger and Instagram. They add quick replies, up to three buttons, or a carousel of cards a client can tap. They are sent as built, with only the variables filled in.
- Open Templates under Workspace in the sidebar. You need the Manager, Admin or Owner role to edit; other roles can read.
- Choose the Saved replies tab, or the Meta message builder tab.
- If the library is empty, press Add the starter templates to start from wording you can edit, or press Write a saved reply or Write a Meta message.
- Give it a name. The Identifier is made from the name; change it only if you need to.
- Write the message. Use Insert a variable to drop in details Harkbell fills for you, such as the client's name or their next appointment's time. A variable looks like {{first_name}}.
- For a Meta message, choose a Format: Text with quick replies (up to 13 chips), Text with buttons (up to three: a reply, a website, or on Messenger a number to call) or Cards (up to ten, each with a title, a line, a picture and buttons). Choose where it is Sent on: Messenger and Instagram, or just one.
- Check the preview, then press Save template.
Send one
In Conversations, open a thread and press Templates by the reply box. Pick the message, fill any variable that Harkbell could not, and send. A saved reply drops into the box so you can edit it; a Meta message goes out as built.
They only go out inside the 24-hour window
Saved replies and Meta messages are ordinary replies, so Instagram, Messenger and WhatsApp carry them only within 24 hours of the client's last message. Instagram draws buttons and cards in its phone apps, not on instagram.com. After the window closes on WhatsApp, only an approved WhatsApp template goes through.
Do saved replies and Meta messages need Meta's approval?
No. Nobody reviews them. That is the difference from WhatsApp and Messenger templates, which Meta reviews before you can send them.
I removed a saved reply by mistake. Can I get it back?
Yes. Removed saved replies are listed at the bottom of the Saved replies tab, with a button to restore each one.
Does the agent send these on its own?
Saved replies and Meta messages are for your team to send. The agent sends only the reviewed WhatsApp and Messenger templates, and only when its note on the template says to.