How to Create and Manage Custom WhatsApp Templates in Refrens?

Custom WhatsApp templates in Refrens help you streamline everyday business communication by creating reusable messages for your regular interactions.

You can create WhatsApp templates for Accounting Documents and Sales CRM, personalize messages using variables, preview how your messages will appear, and manage your templates from one place.

Creating a New WhatsApp Template

To create a custom WhatsApp template, go to:
Marketing CRM → WhatsApp Templates → New Template

Step 1: Select the Template Type

In the Template Type field, choose where you want to use the template:

• Accounting Documents: For sharing accounting documents with customers.
• Sales CRM: For communicating with leads.

For Accounting Documents you also need to select a Document Type:

Step 2: Select Your WhatsApp Integration

In the WhatsApp Integration field, select the connected WhatsApp number you want to use for sending messages.

Make sure you select the correct number for your business communication.

If you haven't connected your WhatsApp number to Refrens yet, follow our guide: How to Send Documents from Your Own WhatsApp Number.

Step 3: Enter the Template Name

In the Template Name field, enter a name that helps you identify the template easily.

Choose a descriptive name so you can find the template easily when you need it.

For example:

• Lead_Follow_Up
• Invoice_Sharing
• Payment_Reminder

Step 4: Add the Header and Message Body

Enter the content you want to include in your WhatsApp message.

• Header: Add a short heading to introduce your message, if required.

• Body: Enter the main message you want to send to your lead or customer.

  
  

  
  

• You can format supported text and use the Add Variable option to personalize your message.

Step 5: Add a Footer and Button

You can add extra information to your template using the following fields:

• Footer: Add a short closing note, such as offer validity or additional information.
• Button: Add a button label and its destination URL.

Step 6: Select the WhatsApp Category and Language

Choose the appropriate options for your template:

• WhatsApp Category: Select the category that matches the purpose of your message, such as Marketing, Utility or Athentication.

• Language: Select the language in which your message is written.

  
  

  
  

Step 7: Preview and Create Your Template

Before creating the template, review the Preview section displayed alongside the template form.

The preview shows how your WhatsApp message is expected to appear to the recipient.

Click Create Template to submit your template.

How to Manage Existing WhatsApp Templates

You can access the WhatsApp Templates section in Marketing CRM to find and review your existing templates.

You may be able to:

• Preview a template: Review how the message will appear.
• Check template status: Review the current status of the template, if displayed.

How to Use a WhatsApp Template

First, check whether the WhatsApp template has been approved and linked to a campaign.

Once your template is available for use, you can select it in the relevant workflow.

If you want to learn how to create a campaign and to know how to use, follow our guide: How to Send Documents from Your Own WhatsApp Number.

Tips for Creating Effective WhatsApp Templates

• Keep messages clear: Use concise language and make the purpose of your message obvious.
• Personalize your communication: Use the available variables to insert relevant information automatically.
• Choose the right category: Select the category that matches your message.
• Preview before creating: Review your message carefully before submitting the template.
• Create purpose-specific templates: Use separate templates for lead follow-ups, invoice sharing, and payment reminders.

That's it! Custom WhatsApp templates help you make regular business communication more consistent and efficient.

If you need assistance, contact care@refrens.com or reach out through Refrens live chat support.

Updated on: 27/10/2026