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Distinguish internal reply templates from approved whatsapp templates

The composer keeps the company's own free-text reply-template shortcuts (FR-27) visually and functionally separate from Meta-approved WhatsApp templates, so an Operator never confuses inserting canned text with sending a structured, provider-approved template.

When this happens: Operator opens the composer on a WhatsApp conversation.

Step by step

  1. 1

    Inside an open window, types /price in the composer.

    Inserts the Price list reply template's text (FR-27) as ordinary composed text, editable before sending.

  2. 2

    Send it as a normal free-form text message.

Other paths

Send an approved template instead

Click the separate Send Template control and picks an approved WhatsApp template. EasyCRM sends it as a structured template message, referencing the WhatsAppTemplate used.

If something goes wrong

Window closed — reply-template text cannot be sent as free-form

The Operator inserts a reply-template snippet but the window is closed. The composed text remains editable but the Send action stays disabled until the Operator switches to Send Template — inserting a snippet never bypasses the window rule.

Good to know

  • "Insert Template" (FR-27) and "Send Template" are separate controls, never merged.
  • A reply-template send is always Message.Type = Text; an approved-template send is always Message.Type = Template.