Template Bot
A Template Bot is a chatbot that responds automatically using pre-approved WhatsApp message templates. It uses trigger keywords to activate and sends structured replies tied to specific purposes, supporting leads, customers, and guest contacts with dynamic merge field personalization.
Manage Your Template Bots
Once created, view, edit, activate/deactivate, and monitor each bot from the Template Bot Dashboard.
Screenshot 1 - Template Bot Dashboard
Template Bot management table showing serial number, bot name, reply type, trigger keyword, relation type, active toggle, and creation timestamp.
Dashboard Columns
| Field | Description |
|---|---|
| SR.NO | Sequential number indicating bot order |
| Name | Custom name given during creation to identify each bot purpose |
| Reply Type | How the bot responds (usually "On exact match" for keyword-triggered responses) |
| Trigger Keyword | Keyword(s) sent via WhatsApp to activate the bot |
| Relation Type | Whether the bot responds to Lead, Customer, or Guest |
| Active Toggle | Switch to enable or disable the bot instantly (blue indicates active) |
| Created At | Timestamp showing when the bot was created |
Filter and Search
Use the search bar to find bots by name or keyword. Advanced filter options allow sorting by status, creation date, or relation type.
Multiple Trigger Keywords
You can define multiple keywords separated by commas (like happy,event) to trigger the same bot with different messages.
Create New Template Bot
Click the "+ Template Bot" button at the top-left of the dashboard to create a new bot.
Screenshot 2 - Template Bot Creation Form
Bot creation form with Bot Name input, Relation Type dropdown (Leads/Customers/Guests), Template selector, Reply Type, and Trigger keyword field.
Bot Name
Enter a unique name for your bot. This name helps you identify the bot later. Example: Welcome Template Bot
Relation Type
Select the type of relationship this bot handles. This determines which contacts receive bot messages:
Leads: Send the trigger word from the lead phone number via WhatsApp to activate the bot.
Customers: The contact must be created first. Send the trigger word from that phone number via WhatsApp.
Guests: Contacts who have sent messages but have not been converted to leads or customers. Auto-created when someone messages your number for the first time (if Auto Lead is disabled).
Template
Choose a predefined template from the dropdown. This template determines the structure and content of the bot responses. Templates are sourced from your Meta WhatsApp Cloud API account. Learn more about template management.
Reply Type
The default option is "Reply bot: On exact match", meaning the bot responds only when it receives an exact keyword match from a WhatsApp message.
Trigger Keyword
Enter the keyword or phrase that triggers the bot. When this keyword is detected in a message, the bot activates and sends the configured template. Example: hello
Variables and Merge Fields
After saving the bot, dynamic merge fields are automatically displayed based on the template structure. You can set merge fields by pressing the @ sign.
Screenshot 3 - Template Bot Variables Configuration
Variables panel showing dynamic merge field inputs with @ mention system and live template message preview on the right side.
File Upload Limits: There are specific file size and format limits for uploading images, documents, and videos to WhatsApp templates. Refer to template management for supported media types.
Template Preview
Preview how the bot content will be displayed before activating. The Preview section shows the exact message layout including variables, buttons, and media attachments.
Screenshot 4 - Template Bot Message Preview
Template preview showing the formatted message with replaced merge fields, header, body text, footer, and interactive buttons as they will appear in WhatsApp.
WhatsApp Conversation Flow
Here is how the template bot works end-to-end:
User Sends Trigger Word
The user sends the configured trigger keyword from their WhatsApp to your business number.
Bot Sends Template Response
WAB2C automatically sends back the configured template message with dynamic merge fields replaced with actual data.
User Clicks Button and Replies
The user clicks a button in the template message and replies from their WhatsApp, which is displayed in WAB2C live chat.
Screenshot 5 - Template Bot WhatsApp Conversation
WhatsApp conversation showing trigger keyword sent by user, template response with buttons received, and user reply appearing in WAB2C live chat.
Important: Templates must comply with Meta WhatsApp policies. If you deactivate a bot, it will no longer respond to messages until reactivated.
Tip: All bots must be set with approved templates and valid trigger keywords. Use the Message Bot for custom text replies instead of template-based replies.