Twilio Content Templates allow you to send pre-approved WhatsApp message templates through your Twilio WhatsApp Business channels in Voxys Connect. These templates enable you to initiate conversations and send structured messages that comply with WhatsApp's messaging policies.

## Template Types Supported

**Text Templates**

- Simple text messages with optional variables
- Support for up to 100 variables per template using `{{1}}`, `{{2}}` format
- Multi-language support

**Media Templates**

- **Image Templates**: Text with image headers (JPEG/PNG, max 5MB)
- **Video Templates**: Text with video headers (MP4/3GPP, max 16MB)
- **Document Templates**: Text with document attachments (PDF/Office formats, max 100MB)
- Support for dynamic media URLs with variables

**Quick Reply Templates**

- Interactive button responses handled by WhatsApp
- Simple button actions for common responses
- Support for multiple language variants

**Call-to-Action Templates**

- **URL Button Templates**: Send messages with clickable action buttons
- **Variable Support**: Both message text and button parameters can include variables
- **Action Types**: URL buttons for payments, bookings, websites, etc.

## Prerequisites

Before using Twilio Content Templates:

1. **Twilio Account**: Active Twilio account with WhatsApp Business API access
2. **Approved Templates**: Templates created and approved in Twilio Console
3. **Voxys Connect Integration**: Twilio WhatsApp channel configured in Voxys Connect
4. **WhatsApp Business Account**: Verified WhatsApp Business profile

## Setting Up Templates

1. Log into your [Twilio Console](https://console.twilio.com/)
2. Navigate to **Messaging** → **Content Template Builder**
3. Click **Create new template**
4. Choose your template type: **Text**: For simple text messages, **Media**: For images, videos, or documents,  **Quick Reply**: For interactive buttons
5. Configure the template based on the purpose.
6. Submit template for WhatsApp approval
7. Wait for approval (5 minutes to 24 hours)
8. Approved templates receive a ContentSid
9. Templates are now ready for use in Voxys Connect

## Syncing Templates to Voxys Connect

**Automatic Sync via API**

Templates are automatically synced when you:

1. Open the content templates modal in a conversation
2. Create a new conversation with a Twilio WhatsApp channel

**Manual Sync**

For inbox administrators:

1. Go to **Settings** → **Inboxes**
2. Select your Twilio WhatsApp inbox
3. Click **Sync Templates** button
4. Wait for sync completion notification

## Using Templates in Conversations

#### Step 1: Access template options

Open any conversation with a WhatsApp contact, Click on the **template icon** in the message composer, Select **"WhatsApp Templates"** from the dropdown menu

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCTnAxRXdJPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--859d1249d1c6a48c60b489dbcd8e64c9cb051213/CleanShot%202025-08-26%20at%2013.49.16@2x.png)

#### Step 2: Choose your template

Browse through your approved templates, Use the search bar to find specific templates quickly

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCTzExRXdJPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--c4a753fd824fadbe3a6f3bb225fbdd38c7452d56/CleanShot%202025-08-26%20at%2013.51.19@2x.png)

#### Step 3: Customize your message

Depending on your template type, you may need to fill in:

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCUFIxRXdJPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--75e325a080c3749165473b87370618b8246c0a4e/CleanShot%202025-08-26%20at%2013.51.56@2x.png)

## Best Practices

**Template Design**

- Keep messages concise and clear
- Use variables for personalization
- Ensure media files are optimized and accessible
- Test templates before approval submission

**Variable Usage**

- Use descriptive variable names in Twilio Console
- Provide clear examples for approval
- Keep variable count reasonable (under 10 for best UX)

**Media Guidelines**

- Host media files on reliable, fast servers
- Use HTTPS URLs for all media
- Optimize file sizes for faster delivery
- Include fallback text for media templates

**Compliance**

- Follow WhatsApp Business Policy guidelines
- Ensure templates serve legitimate business purposes
- Respect user privacy and consent
- Monitor template performance and approval status

## Troubleshooting

**Common Issues**

**Template Not Appearing**

- **Cause**: Template not approved by WhatsApp
- **Solution**: Check approval status in Twilio Console

**Template Sync Failed**

- **Cause**: API connection issues or invalid credentials
- **Solution**: Verify Twilio credentials and retry sync

**Media Not Loading**

- **Cause**: Media URL not accessible or wrong format
- **Solutions**: Verify URL is publicly accessible, Check file format and size limits, Ensure HTTPS protocol

**Variables Not Working**

- **Cause**: Incorrect variable format or missing values
- **Solutions**: Use correct `{{1}}`, `{{2}}` format in Twilio, Fill all required variables in Voxys Connect, Check variable count matches template

## Error Messages

**"Template not found"**

- Template not synced to Voxys Connect
- Run manual sync or check template approval

**"Media file too large"**

- File exceeds WhatsApp limits
- Compress file or use different format

**"Invalid template parameters"**

- Missing or incorrect variable values
- Review and complete all required fields

## Template Examples

**Basic Text Template**

```
Name: welcome_message

Content: "Welcome to {{1}}! We're excited to help you with {{2}}."

Variables: Company name, Service type
```

**Product Showcase (Media Template)**

```
Name: product_launch

Media: Product image

Content: "🎉 New arrival! {{1}} is now available for {{2}}. Limited time offer!"

Variables: Product name, Price
```

**Order Confirmation (Text Template)**

```
Name: order_confirmed

Content: "Hi {{1}}! Your order {{2}} has been confirmed. Delivery expected: {{3}}."

Variables: Customer name, Order ID, Delivery date
```

**Quick Reply Template**

```
Name: support_options

Content: "How can we help you today?"

Buttons: "Technical Support", "Billing", "General Info"
```

## Limitations

**Current Limitations**

- Templates not supported in campaigns (coming in future updates)
- List picker templates
- Catalog templates
- Carousel templates

**Template Limits**

- Maximum 100 variables per template
- Media files must be publicly accessible
- Templates require WhatsApp approval
- Sequential parameter numbering required

## Support

For additional help:

- Check [Twilio WhatsApp Documentation](https://www.twilio.com/docs/whatsapp)
- Review [WhatsApp Business Platform Guidelines](https://developers.facebook.com/docs/whatsapp/business-platform)
- Contact your system administrator for technical issues
- Refer to Voxys Connect documentation for general platform guidanc