Send a template from the chat, with a preview of the values
Choose a template from the template picker in Cortex Chat, and it shows filled in from the client’s record. Edit it if you need to, then send.
Before you start · 1 thing · for agentsAn “Active” template (on Cloud, from the chat’s own session)
Before you start · 1 thing · for agents
An “Active” template (on Cloud, from the chat’s own session)
- You need: The Send permission in message templates, and access to the chat
- An Active template. For WhatsApp Cloud, a template from the same session as the chat.
Steps
1
Open the chat and type
/ in the message box. When the window has closed, you can also press Choose template.2
Choose the template.
The preview shows, filled in from the linked client record, with a list of any empty variables.
3
For a general template, edit the text if you want, and Edit template or press Enter to send... shows.
4
If the template has a Copy offer code button, a verification code, or a link with an empty variable, enter the value it needs.
5
Send it.
The chat moves to the top of the list and is marked Answered.
How it works
An empty variable in a general template is removed from the text and doesn’t block sending. In a WhatsApp Cloud template, it blocks sending, with a message that names the variable.
In a chat that isn’t linked to a record, the preview shows the variables as they were written.
A copy of the text and buttons, as they went out, is saved with the message.
Sending a template in a WhatsApp group needs Update on the groups row.
If something goes wrong
What you see
Why
What to do
The template doesn’t show in the picker
It isn’t Active, or it’s from another session.
You can’t see the chat
Your permissions don’t cover it.
Sending failed because of an empty variable
The record’s field is empty.
Fill in the field, then send.
A real example
Shield Security Co.
The situation
A client hasn’t replied to a price quote for a week.
What they did
- The employee sent the “Quote follow-up” template from the picker.
- The preview warned him that the “Quote date” field was empty, so he filled it in first.
The result
The follow-up arrived complete, with no gaps.
A made-up company, to show the idea. The numbers are rounded.
Good to know
A WhatsApp Cloud template is only sent from its own session.
A client who stopped marketing messages doesn’t get Marketing templates.
Did this guide solve it?
If not, we’ll ask what was missing.