Message Templates

Message templates are reusable WhatsApp messages. When you send one, its variables are replaced with the customer's real details, so your team doesn't have to type the same message again and again.

Who can see it: Everyone can use templates. Creating, editing and deleting them needs the Owner, an Admin, or Staff with the Marketing & automation permission.

Open it from Engagement → Message Templates in the menu.

When you set up your account, Kyglu CRM adds starter templates for you. Wellness / Beauty / Spa accounts also get templates for birthdays, expiring packages, inactive clients, VIP rewards and package balances.

Create a template

1. Click New Template.

2. Fill in the form:

   Field	Description
   Template name	For your team only. Customers never see it. For example "Reminder the day before an appointment".
   Category	Decides where the template is offered, for example Payment reminder templates appear when you remind a customer to pay.
   Message body	The message. Click Use preset copy to start from a ready-made message for the category.
   Mark as default for its category	This template is picked first for its category
   Allow staff to edit before sending	When off, staff send the message exactly as written

3. Check the WhatsApp preview, which is filled with sample customer details.

4. Click Save & enable, or Save draft to finish it later.

Categories

Category	Used for
Greeting	Saying hello to a new customer
Follow up	Checking in after a conversation
Quotation sent	Sending a quotation link
Payment reminder	Reminding a customer to pay an invoice
Appointment reminder	Reminding a customer about an appointment
Thank you	After a purchase or visit
Custom	Anything else

Variables

Click Insert variable to add a variable where your cursor is. It's replaced with the real value when the message is sent.

Variable	Replaced with
{{customer_name}}	The customer's name
{{company_name}}	Your company name
{{quotation_number}} / {{invoice_number}}	The document number
{{quotation_link}} / {{invoice_link}}	A link to view the document online
{{amount}}	The document amount
{{due_date}}	The invoice due date
{{appointment_date}}	The appointment date and time
{{customer_tier}}	The customer's tier
{{package_name}}, {{remaining_sessions}}, {{package_expiry_date}}	Package details
{{last_visit_date}}	The customer's last visit

Formatting

Use WhatsApp formatting in the message body, or the toolbar buttons:

• *bold* for bold
• _italic_ for italic
• ~strikethrough~ for strikethrough

You can also insert emoji and lists.

Example

Hi {{customer_name}}, this is a friendly reminder that invoice {{invoice_number}} for {{amount}} is due on {{due_date}}. You can view it here: {{invoice_link}}

Thank you!
{{company_name}}

Manage templates

From the template list you can search, filter by category, Preview a template, edit it or delete it. Templates marked Default or Draft are labelled in the list.

note

Templates are for click-to-chat messages you send yourself. The automated WhatsApp reminders use fixed messages that you can't edit. See WhatsApp.