Message Templates

Templates are reusable message bodies you can send over WhatsApp or email, manually or from a campaign.

Variables #

Templates support {{variable}} placeholders that are filled from the host's latest stats and profile at send time. Common variables include:

• {{first_name}}
• {{diamonds}}
• {{hours}}
• {{valid_days}}
• {{month}}

…and more. The renderer pulls the most recent values for each contact, so the same template personalizes per recipient.

For a weekly report, {{hours_hm}} writes the live hours as 10h 30m, and {{month_name}} writes the month without the year (November). {{period_start_day}} and {{period_end_day}} are the day numbers of the range a Documents import was given: 1 and 8 for 2026-11-01 ~ 2026-11-08. For a host whose Start date on their platform record falls inside that range, the first is that day. Both are filled only from a Documents import whose date column holds a range. They are empty otherwise, including after that period's numbers are changed by hand or imported again with a single date, and for a range that crosses months.

A message sent in bulk (from Contacts, or on WhatsApp to an event's participants) or by a campaign is not sent to a host for whom a value the template uses is empty when the message is sent or queued; for an email, that is a value in its subject or its text. An onboarding step's message is not queued for such a host; every step's message is prepared when the onboarding starts. Bulk sending names the hosts it skipped, a campaign run counts them, and onboarding records each skipped step in its run history. A zero is a value, not empty. {{level}} and {{payment_amount}}, which are always empty, never cause a skip.

{{weekday_in_3_days}} writes the day of the week 3 days after the message is sent, with its preposition and no date: on Friday (in Portuguese, na sexta). Any number from 0 (today) to 7 works, for example {{weekday_in_1_days}}. The day is your agency's, in its timezone. An onboarding step counts from the day the step is sent, after its delay. {{TODAY+3}}, as templates from the old app wrote it, works the same in a message; a template sent for WhatsApp approval needs the {{weekday_in_3_days}} form.

Email templates #

Templates can carry a subject for email sends. A step in an onboarding sequence references a template, and the step is skipped automatically if the contact lacks the channel that step needs.

WhatsApp approval #

WhatsApp delivers your own text only to hosts who have written to your number in the last 24 hours. To reach other hosts, WhatsApp must first approve the message as a template. To message a host from your own WhatsApp instead, without waiting for approval, use Open in WhatsApp.

On a template's page, an agency admin who doesn't work in a sub-agency can Submit to WhatsApp. Choose the language the message is written in, a category (Utility for information a host needs about their own account, with no promotion; Marketing for anything else; WhatsApp's price depends on the category), the number to submit through, and an example for each variable. WhatsApp usually decides within 24 hours. The page shows the status (In review, Approved, Rejected with WhatsApp's reason, Paused or Disabled), and Refresh WhatsApp status asks again. A message that starts or ends with a variable, uses a variable this app can't fill, or is longer than 1,024 characters can't be submitted. Submitting needs a number with a WhatsApp Business Account ID (see WhatsApp).

Sending an approved template #

A template you send over WhatsApp, from the Contacts list, an event's participants, a campaign or an onboarding step, goes to WhatsApp as the approved template when all of these hold:

• WhatsApp approved it in the host's language, and the template hasn't been changed since. If it's changed after approval, an agency-wide admin submits it again: until the new text is approved, it goes as ordinary text, and the template's page says so;
• it was approved on the WhatsApp Business Account of the number the message goes out on;
• the text is exactly the template filled in for that host when it is sent. If you change anything before sending, even one space inside it, it goes as ordinary text; spaces or line breaks at the very start or end don't count;
• your agency sends approved templates Always, or Only when needed and the host hasn't written to that number in the last 24 hours. A message in a group doesn't count.

Otherwise it goes as ordinary text, as before, and WhatsApp delivers that only to hosts who have written to that number in the last 24 hours. A template with a variable that comes out empty for a host also goes as ordinary text to that host.

If WhatsApp refuses an approved template, for example because it has been paused since, the message shows as failed. It isn't sent again as ordinary text.

An agency-wide admin chooses between Always and Only when needed in Settings → Channels, under When to send approved WhatsApp templates. WhatsApp may charge for template messages. An agency that hasn't chosen uses Only when needed. The template's page shows which one your agency uses.

Language #

Month and weekday names, the host's status and numbers are written in the host's language, whoever sends the message — for example, {{month}} reads agosto 2026 and {{hours}} reads 2,5 for a host who uses Brazilian Portuguese. A host with no language saved gets the default language. The preview of a template shows the message in the language of the host you picked. See Localization.