How to send custom replies

Pippa Updated by Pippa

You will spend a lot of time sending messages to users and it should be a fast and pleasant experience.

Let's look at the icons on the reply box and understand what each of them allows you to do:

  • Lighting bolt⚡️: A quick reply functionality. Click the lighting bolt icon to search and send your pre-loaded content. You can use keywords in the search bar to find the content you are looking for. Scroll down and hit send.
  • Timer⏱: Once the 24hour session has expired you can only initiate conversation with a user using a template. Click the timer icon to search and send approved templates. You can use keywords in the search bar to find the template you are looking for. Click "Next" and complete the placeholders before you send.
  • B, I, S, </>: This is used to format your message (by adding bold, italics, strikethrough or code) to make it more readable for your user.
  • Smiley🙂: Search and send emojis.
  • Paperclip📎: Send media files.
  • Sticker📄: Search and send stickers.
  • Send: Send your message. You can also hit Enter↩️while you type. To go to a new line instead of sending the message use Shift⬆️ + Enter↩️.
How to send content or templates

You can quickly reply with content or templates by using the lighting bolt and timer icons in the reply box. Watch the short video below to see it in action.

  • Click the lighting bolt⚡️ icon for content or the timer⏰ icon for templates.
  • Search and select the content or template you want to send.
  • For templates, complete your placeholder variables.
  • Click the send button.
How to send media

You can also add a media (image, video, audio or document) file to a custom reply. This will make it faster for your team to personalise custom responses to users.

  • Click the paperclip📎 icon.
  • Select the type of media you want to send, i.e. image/video/audio/document.
  • Select the media file on your computer.
  • Add custom text if you prefer.
  • Hit enter or click the send button.
How to send stickers

To send one of your uploaded stickers in a custom reply click the sticker icon and select the sticker you want to send. You can add text if you prefer. Note that the sticker and the text will be delivered as two separate messages. WhatsApp does not enable stickers to have a caption (like images and videos can have)

  • Click the sticker📄 icon.
  • Select one of your uploaded stickers.
  • Add custom text if you prefer.
  • Hit enter or click the send button.

We hope you found this information useful and that you feel confident to chat with your users!

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