WhatsApp·
Templates vs saved replies — when to use each
Meta templates to open conversations and notify; saved replies inside the 24-hour window. They’re not the same thing.
On the WhatsApp Business Platform, two tools get confused all the time.
Templates
- Go through Meta approval.
- Let you message a customer outside the free window (or with a clear category: utility, marketing, etc.).
- Ideal for: reminders, confirmations, collections, “your order shipped.”
- There are Meta conversation costs / policies — another reason for BYOC.
Saved replies
- You define them in Wroups; they do not need Meta review.
- Live in the service window (the customer wrote you recently).
- Ideal for: FAQ, brand voice, the team’s first reply.
Practical rule
| Situation | Use |
|---|---|
| Proactive, customer is silent | Approved template |
| Replying in a hot chat | Saved reply |
| Workflow reminder 24h before an appointment | Template (or email) |
| Human agent in the inbox | Saved reply + template if reopening |
Docs: Templates · Saved replies.
Tags and segments — organize your audience without another spreadsheet
Tags for day-to-day ops; segments for living lists. When to use each on WhatsApp.
Wroups Build vs Inbox + Engage — which to choose
Two products, one mission. When you need a partner who builds for you — and when your team can run WhatsApp themselves.