Outside the 24 hour window, a template is the only way to reach somebody. That makes them infrastructure rather than convenience.
What a template is
A message written in advance and approved by Meta, with placeholders for the specific details.
Your order {{order}} is ready for collection at {{branch}}.
The placeholders fill themselves in when you send. Where the conversation is linked to a record, they fill from that record, so sending against a deal does not mean retyping what NearSync already knows.
Getting one approved
Submit it from Settings. Meta reviews it, and review takes hours to days.
Write the templates you will need before you need them. The moment you discover a gap is invariably the moment a window has just closed on somebody waiting for an answer, and no amount of urgency shortens Meta's review.
Why templates get rejected
Most rejections come down to the same few things:
It reads as marketing when it is declared as a utility. Categories matter to Meta, and a "your order is ready" template that also mentions a sale is not a utility message.
It is vague. A template that is mostly placeholders with little fixed text gives the reviewer nothing to judge.
It asks for something sensitive. Anything requesting payment details or credentials in the message body will not pass.
Using one
The template picker offers what is approved and shows how each will read once filled. Check the preview rather than the raw template, because a placeholder that resolves to an empty string is only visible there.
Keeping them few
Every template is a thing to maintain, translate and re-approve when your wording changes. A dozen well-chosen ones beat forty that overlap, and the overlap is where the wrong one gets sent.
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