Messaging Tools: Canned Responses, Templates & Attachments

Speed up your responses with canned replies, send templates, and share files.

Updated 10 February 2026

Speed up your responses with canned replies, send approved templates, and share files — all from the message composer in the Omnichannel Inbox.

The Message Composer

Every conversation has a message composer at the bottom of the chat. The composer toolbar gives you quick access to all messaging tools:

• + Menu — Open the attachment menu to send templates, canned responses, or files
• Translate — Translate your message into the customer's language (learn more)
• AI — Rewrite your message with AI for a more professional tone (learn more)
• Mic — Record and send an audio message
• Send — Send your message

Canned Responses

Canned responses are pre-written replies you can insert with a single keystroke. They're perfect for FAQs, greetings, and common follow-ups.

Using Canned Responses

1. Click inside the message composer
2. Type / (forward slash) to open the canned response list
3. Scroll or search to find the response you need
4. Click on a response to insert it into your message
5. Edit if needed, then send

You can also access canned responses from the + Menu in the composer.

Using Variables

Make canned responses personal with variables:

• {{first_name}} — Customer's first name
• {{last_name}} — Customer's last name

Example: "Hi {{first_name}}, thanks for reaching out! How can I help you today?"

Becomes: "Hi John, thanks for reaching out! How can I help you today?"

Sending Templates and Flows

When the 24-hour messaging window has closed, you need to use an approved WhatsApp template to re-engage the customer. You can also send bot flows to trigger automated conversations.

1. Click the + Menu button in the composer
2. Choose Send Flow or Message Template
3. The template selector opens with three tabs: Bot Flow, Message Template, and WhatsApp Flow
4. Use the Search bar to find a specific template or flow
5. Click on a template to select it
6. Switch to the Message Template tab to see your approved WhatsApp message templates with previews
7. Fill in any variable fields if the template requires them
8. Click Send

The customer receives your template. When they reply, the 24-hour messaging window reopens for free-form messaging.

The 24-Hour Messaging Window

WhatsApp enforces a 24-hour rule for business messaging:

• Inside the window — After a customer messages you, you can send any message freely for 24 hours
• Outside the window — You can only send pre-approved template messages

Tips

• Respond quickly to stay inside the window
• Prepare templates for common follow-ups so you're never stuck
• Use templates to re-engage quiet customers

Sharing Attachments

Send files, images, and documents directly in the chat.

1. Click the + Menu button in the composer
2. Choose File Attachment
3. The upload dialog appears — click Upload or drag and drop files into the dropzone
4. Select your file(s) and send

Supported File Types

• Images — PNG, JPG, GIF
• Videos — MP4
• Documents — PDF, DOC, DOCX, and other common formats

Audio Messages

To send a voice message:

1. Click the Mic button in the composer toolbar
2. Record your voice message
3. Click Send

Audio messages play natively in WhatsApp, just like voice notes between friends.

Tips

• Use "/" for speed. Typing / in the composer is the fastest way to access canned responses — no clicking required
• Keep templates approved and ready. WhatsApp requires template approval, so prepare them in advance
• Use variables to personalize. Canned responses with {{first_name}} feel personal even though they're pre-written
• Compress large files. WhatsApp has file size limits, so compress large videos or documents before sending

Related Articles

• Introduction to Omnichannel Inbox — Learn the inbox interface and panels
• AI Translation & Rewrite — Translate messages and polish replies with AI
• Team Collaboration & Agent Assignment — Assign conversations to the right team member