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Use a template in a conversation through its shortcut

An Operator types `/` and a shortcut in the reply composer to insert a template's text instantly, with merge fields resolved against the conversation's contact and the operator's own name.

When this happens: Operator types / at the start of the composer, or after a space.

Step by step

  1. 1

    In the open WhatsApp conversation with *Maria Popescu*, types / in the composer.

    EasyCRM opens the picker, listing every eligible template for this channel, most-used first.

  2. 2

    Continues typing price.

    EasyCRM filters the list live to templates whose shortcut, name or body matches price — Standard pricing is the only match.

  3. 3

    Presses Tab.

    Resolves the template's merge fields against Maria's Contact record and the Operator's own name, renders Hi Maria, our standard plan starts at €49/month — happy to send the full price list, and replaces /price in the composer with the rendered text. Increments UsageCount.

  4. 4

    Edit the inserted text slightly and clicks Send.

Other paths

Exact unique shortcut match

Types /price in full and presses Enter before the picker's list settles. Because /price uniquely and exactly matches an eligible template, inserts it immediately (step 6 above), skipping the list.

Browse instead of shortcut

Types / and, instead of a shortcut, browses the list visually and clicks a template with no shortcut of its own. Inserts it the same way (step 6).

If something goes wrong

No matching template

The typed shortcut matches no eligible template — wrong channel, inactive, or unknown. EasyCRM shows No matching template in the picker; nothing is inserted.

Unresolved merge field

At step 6 the Contact has no jobTitle and the template includes {{contact.jobTitle}}. EasyCRM renders that token as an empty string — never the literal token text or null/undefined.

Good to know

  • A template restricted to a different channel than the open conversation is never offered. |
  • Inserting a template never sends it — the operator can always edit before sending. |
  • A reply template inserted on WhatsApp is ordinary text; it does not satisfy the channel's approved-template requirement when the messaging window is closed (FR-16 UC-16.11). (FR-27-007, FR-16) |
  • UsageCount counts insertions, not confirmed sends. |