How to Use WhatsApp Placeholder Templates in the Mobile App
BoldDesk allows agents to send structured, predefined WhatsApp template messages directly from the Chat module. These templates support placeholders, enabling quick personalization while maintaining consistent communication across customer conversations.
This guide explains how to access and send WhatsApp placeholder templates in the BoldDesk mobile app.
Follow these steps to send a template message.
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Navigate to the Chat module.
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Choose the WhatsApp chat where you want to use the placeholder template.
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In the Reply section, click the WhatsApp icon.
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Select the template you want to send from the available options.
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Complete all necessary fields and press the Preview button to review template modifications.
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Click Send to deliver the personalized message to the conversation.
FAQs
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Can agents create new WhatsApp templates from the BoldDesk mobile app?
No. Agents can’t create WhatsApp templates from the BoldDesk mobile app—or within BoldDesk at all. Templates must be created and approved in your provider (Twilio/Meta/Gupshup), after which you can configure and use them in the BoldDesk web app under Admin → Channels → WhatsApp. -
Are WhatsApp template messages available in Ticket workflows?
No. WhatsApp placeholder templates are available only within the Chat module and are not supported in ticket replies. -
Can I automate sending WhatsApp templates in BoldDesk?
No. WhatsApp templates cannot be triggered automatically using Automation. They must be sent manually. -
Does the BoldDesk mobile app allow editing published WhatsApp templates?
No. Editing or managing templates must be done in the web application. The mobile app only supports selecting and sending templates. -
Is a preview required before sending a WhatsApp template?
Yes. BoldDesk requires a preview to ensure all placeholders are correctly completed before the message can be sent.
