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Send a Utility Template

When the WhatsApp customer care window is closed, free text and media are blocked. You can still reach the customer with an approved Utility template sent from the chat pane.

Utility templates are WhatsApp only — not available on Instagram.

Sending a Utility template may reopen the thread in the Inbox list, but free text and media stay blocked until the customer replies (Meta’s real 24-hour window). Keep using Send Utility Template or an Internal Note until then.

Upload header files once under Media Library, then pick them here for IMAGE or DOCUMENT headers.

Open the Modal​

When the window is closed, a banner shows Customer care window closed with guidance to send a template or add an internal note.

Click Send Utility Template in the banner, or use the same control in the WhatsApp toolbar when the window is still open.

Modal title: Send Utility Template
Subtitle: APPROVED Utility only · language from template · works inside or outside 24h

Choose and Fill a Template​

  1. In the Template dropdown, pick Select a Utility Template… then an approved template (name and language shown). Templates that are not approved or are Missing on Meta are not available to send.
  2. If the template has an IMAGE or DOCUMENT header, fill Header Image or Header Document (required):
    • Prefer Pick from the Media Library (JPEG/PNG for Image · PDF for Document). A default library file may already be selected when the template was created with one.
    • Or open Advanced: Paste HTTPS URL for a one-off public HTTPS link. For documents, set Filename Shown to Recipient when needed.
    • Validation: Select a library file or enter a public HTTPS URL (not localhost).
  3. Fill any other required template parameters — contact name and phone may pre-fill from the conversation.
  4. Review the Message preview bubble (header image thumb or document row appears above the body when set).
  5. Click Send Template (Sending… while in progress).

If required fields are empty, Kazenly asks you to fill them before send. Unsupported header formats show: Header Format … Cannot Be Sent From Kazenly Yet.

No Templates Listed​

No APPROVED Utility templates found. Create and submit one in Broadcast → Templates.

Create templates under Broadcasts → Templates, submit to Meta for approval, then return to the inbox.

After Send​

Sent templates appear in the thread with a TEMPLATE label and the template name. The bubble shows the filled body, footer when present, and Visit Website buttons with the resolved link (including Dynamic suffixes). They count as business-initiated messages outside the 24h window.

Continue on Web (vanity Utility button) uses the same bubble pattern when the link is sent from the conversation menu.

The composer stays on Utility / Internal Note until the customer replies — then free text unlocks automatically (no hard reload).