--- title: "Message templates" slug: "administration-message-templates" description: "Create canned messages (standard responses) that your agents can send to contacts using SMS or digital channels, saving time and ensuring accuracy. Create WhatsApp templates and submit them to Meta for approval." tags: ["standard responses", "text", "digital channels", "Instagram", "canned messages", "response", "responses", "template", "Messenger", "WhatsApp", "standard response", "message", "omnichannel", "canned", "Telegram", "Facebook", "SMS"] updated: 2026-02-13T10:47:11Z published: 2026-02-13T10:47:11Z canonical: "docs.voiso.com/administration-message-templates" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Message templates **Who should read this article**: Administrators Create canned text messages (standard responses) that your agents can send to contacts using SMS or digital channels, saving time and ensuring accuracy. Create WhatsApp templates and submit them to Meta for approval. Important The **Message templates** feature is available for contact centers on the Pro plan or higher. ## Introduction Voiso enables users with the [Admin and Supervisor](/v1/docs/basic-user-roles) or [custom](/v1/docs/administration-security-access-groups) roles to create Canned messages and WhatsApp message templates customized for your [teams](/v1/docs/users-teams) of agents. Important Agents may only access message templates assigned to their team. Voiso message templates streamline the process of [sending text messages](/v1/docs/agent-guide-omnichannel-workspace#standard-response-message-templates) to contacts. By utilizing a template, an agent does not have to write a new message from scratch. Instead, they can select a predefined response, referred to as a *Canned message*, customize it with relevant details if needed, and promptly send it. Tip You can create message templates specific to one or more [digital channel](/v1/docs/digital-channels) types. This capability lets you tailor your messaging to contacts on specific channels. To access the **Message templates** page, from the Voiso navigation bar, navigate to **Administration > Message templates**. The **Message templates** page includes two tabs: 1. Canned messages 2. WhatsApp templates (if this feature is activated in your contact center) ![Message Templates Message Templates View](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Message%20Templates%20Message%20Templates%20View.png) ### Canned messages The **Canned messages** tab contains a searchable table that lists all your message templates. Click a message name to edit the message, manage channels, or manage assigned [teams](/v1/docs/users-teams). ![Message Templates Message Templates View Canned Messages Tab](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Message%20Templates%20Message%20Templates%20View%20Canned%20Messages%20Tab.png) You can sort by **Message name** or **Channels**. The table includes a message preview in the **Message** column. To delete one or more message templates, select it in the table, then click **Delete** (the trash can icon). ### WhatsApp templates The **WhatsApp templates** tab contains a searchable table that lists all your WhatsApp message templates. ![Message Templates Message Templates View WhatsApp Templates Tab](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Message%20Templates%20Message%20Templates%20View%20WhatsApp%20Templates%20Tab.png) You can sort by the following columns: | Column | Description | | --- | --- | | Template name | The name [assigned](/v1/docs/administration-message-templates#creating-a-whatsapp-template) to the template. | | WhatsApp channel | The name [assigned](/v1/docs/omnichannel-whatsapp) to the channel. | | Category | Marketing, Utility, or Authentication. | | Language | Refer to the [Facebook WhatsApp documentation](https://developers.facebook.com/docs/whatsapp/business-management-api/message-templates/supported-languages/). | | Status | All WhatsApp templates must be sent to Meta for review. This process might take up to 24 hours. Until Meta reviews your template, its status is **Pending**. When Meta approves your template, the status changes to **Approved**. If Meta does not approve your template, the status changes to **Rejected**. | To delete one or more templates, select it in the table, then click **Delete** (the trash can icon). ## Creating a canned message To create a new message template, in the Voiso navigation bar, navigate to **Administration > Message templates**, select the **Canned messages** tab, then follow these steps: 1. Click **Add canned message** to display the **Add canned message** page.![Message Templates New Canned Message View](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Message%20Templates%20New%20Canned%20Message%20View.png) 2. In the **Message name** field, specify a name for the message. This name is displayed to agents in the **Omnichannel Workspace** when they select a canned message. 3. In the **Message body** field, enter the message content. Message length is determined by the requirements of the assigned channel type. It can include text, digits, some special characters, and links. 4. In the **Assigned teams** section, click **Manage** to select from a list of [teams](/v1/docs/users-teams) that may use the canned message. 5. Select one or more digital channel types from the **Assigned channels** section to use the canned message. **Note:** If you select more than one channel, your message must fit within the lowest character limit of the selected channels. 6. Click **Save** to create the canned message and make it available to members of the specified team or teams. ![Message Templates Add Canned Message](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Message%20Templates%20Add%20Canned%20Message.png) Tip You can use special characters like brace brackets to indicate to your agents that they should *manually* modify the message content. For example, you could use "{booking#}" to show your agent where to add a booking number to a message. ## Creating a WhatsApp template To create a WhatsApp template, in the Voiso navigation bar, navigate to **Administration > Message templates**, select the **WhatsApp templates** tab, then follow these steps: 1. Click **Add WhatsApp template** to display the **Add WhatsApp template** page.![Message Templates New WhatsApp Message Template View](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Message%20Templates%20New%20WhatsApp%20Message%20Template%20View.png) 2. In the **Template name** field, specify a name for the template. This name is displayed to agents in the **Omnichannel Workspace** when they select a message template. 3. In the **Category** field, select the type of message template you are creating: Marketing, Utility, or Authentication. 4. In the **Language** field, select from one of the [supported languages](https://developers.facebook.com/docs/whatsapp/business-management-api/message-templates/supported-languages/). 5. In the **Message body** field, enter the message content. Messages may be up to 550 characters in length. It can include text, digits, some special characters, and links. 6. In the **Assigned WhatsApp channels** section, click **Manage** to select from a list of your contact center's [WhatsApp channels](/v1/docs/omnichannel-whatsapp). 7. Select one or more WhatsApp channels from the list, then click **Assign**. 8. Click **Submit** to send your template to Meta for approval. This process can take up to 24 hours. Until approval or rejection, your template status is **Pending**. ![Message Templates Add WhatsApp Template](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Message%20Templates%20Add%20WhatsApp%20Template.png) ## Related - [Sender ID groups](/administration-sender-id-groups.md) - [Sending SMS](/agent-panel-sending-sms.md) - [How to start sending SMS](/how-to-start-sending-sms.md) - [Omnichannel Workspace Overview](/omnichannel-workspace-overview.md) - [Omnichannel Workspace](/agent-guide-omnichannel-workspace.md) - [WhatsApp](/omnichannel-whatsapp.md) - [Security Access Groups](/administration-security-access-groups.md)