WhatsApp scripts

Scripts are pasteable text snippets organised in a folder tree. Operators carrying the WhatsApp-manager role pick from these inside the chat composer to send polished messages without re-typing them.

They are not Meta templates — scripts are free-form text that operators paste during a customer's open 24-hour service window. For sending messages outside that window, Meta requires approved templates.

Creating a script

1. Open Templates → WhatsApp scripts from the sidebar.
2. Click + New script.
3. Fill:
   • Name — operator-visible label (e.g. "Quick greetings", "Appointment workflows").
   • Description — what this script is for.
4. Click Create.
5. In the script editor, add folders and snippets:
   • + Add folder — groups related snippets together (e.g. a folder of greetings).
   • + Add snippet — a labelled chunk of pasteable text. The text supports the same Mustache-style placeholders the email templates do: {{customer.firstName}}, {{user.firstName}}, {{company.name}}, etc. Missing values render as empty string.
6. Save the tree.

Multi-language variants

Each script can carry per-language variants. The default language matches the customer's preferred language at send time; if there's no variant for that language the script's default language is used.

Editing or deleting a script

• Edit — change name, description, or the snippet tree. The tree editor supports rename + drag-reorder.
• Delete — removes the script. Already-sent messages keep their rendered body verbatim.

How operators use a script

From the customer's WhatsApp popup (opened via the WhatsApp button on the customer-list row):

1. Click Scripts at the bottom of the chat panel.
2. A side panel slides out with all of the workspace's scripts as a navigable tree.
3. Pick a snippet → its text (with placeholders resolved against the customer + the operator + the workspace) is inserted into the composer.
4. Edit if needed, then Send.