Templates
One library of WhatsApp, SMS, email and chat templates — shared by the inbox, workflows and broadcasts.
Templates are messages you send more than once: renewal reminders, claim updates, policy copies, greetings. klerc keeps them in one library, and the same template can be used from the inbox composer, a workflow or a broadcast.
The library#
Open Templates from the sidebar. Filter by channel — All, WhatsApp, SMS, Email or Chat — and each template shows its status.
The demo brokerage's library includes Renewal reminder — 90/60/45 days, Renewal reminder — 30/15/7 days, Claim registered, Claim settled, Health checkup booked, Policy copy, OTP-less renewal link, Birthday greeting and Thanks for contacting us.
WhatsApp templates and approval#
Before a business can start a WhatsApp conversation, Meta has to approve the message. klerc tracks that for you:
- Create the template. It starts as LOCAL (a draft that exists only in klerc).
- Pick the WhatsApp account, a category such as Utility, and a language such as
en. - Choose a layout: Standard, Carousel or Limited-time offer.
- Write the header (optional), body (with bold, italic, strikethrough and code formatting), footer (for example Reply STOP to opt out) and any buttons. The preview updates as you type.
- Press Submit to Meta, and later Refresh status to pick up the decision.
Once a template is approved it can open conversations, run in workflows and go out in broadcasts.
Merge fields#
Templates pull values from the CRM when they're sent. Wrap a field in double braces:
| Merge field | Filled with |
|---|---|
{{contact.firstName}} | The recipient's first name |
{{policy.policy_number}} | A field on the related policy record |
{{policy.expiry_date}} | The policy's expiry date, in your organisation's format |
{{agent.name}} and {{agent.phone}} | The teammate the message is sent on behalf of |
Here's the body of the demo's renewal reminder:
Dear {{contact.firstName}}, your policy {{policy.policy_number}} expires on{{policy.expiry_date}}. Renew early to keep your benefits.— {{agent.name}}, Insurance Saathi {{agent.phone}}Field keys depend on your objects: policy and policy_number come from the demo's Policy object.
Email, SMS and chat templates#
These don't need outside approval. Email templates are good for policy copies and documents; SMS for short links, such as an OTP-less renewal link; chat templates for canned replies in the inbox and on your website bot.
Through the API#
The klerc API doesn't currently include template endpoints; manage templates in the console. Workflows and broadcasts that use templates can be read through the workflows reference.