> ## Documentation Index
> Fetch the complete documentation index at: https://kero.chat/help/llms.txt
> Use this file to discover all available pages before exploring further.

# Create a Kero template with WhatsApp and fallback

> Use an approved WhatsApp message template in Kero, configure personalised variables and add SMS or other available fallback Agents.

A **Kero template** lets you use an approved WhatsApp message template when sending messages through Kero.

You can configure personalised values and add fallback Agents to provide an alternative messaging route when the primary channel cannot be used.

This guide explains how to create or update a Kero template with **WhatsApp as the primary channel** and configure **SMS fallback**.

> [!NOTE]
>
> **What's the difference between a WhatsApp template and a Kero template?**
>
> A **WhatsApp message template** contains message content submitted to Meta for approval.
>
> A **Kero template** references an approved WhatsApp template and adds Kero-specific configuration, including personalisation and supported fallback Agents.
>
> You must have an approved WhatsApp message template before selecting it in a Kero template.

## Before you begin

Make sure you have:

* A WhatsApp Agent connected to your Kero account.
* A WhatsApp message template with **Approved** status for that Agent.
* An SMS Agent configured if you want SMS fallback.
* The SMS message you want recipients to receive if fallback is used.
* Appropriate consent to contact your intended recipients through the configured channels.

If you still need an approved WhatsApp template, see [Create and submit a WhatsApp message template](https://kero.chat/help/whatsapp/create-message-template).

For information about approval statuses, see [Manage WhatsApp template approvals and rejections](https://kero.chat/help/manage-whats-app-template-approvals-and-rejections).

## 1. Open the Kero template editor

**1. Open Templates**

Sign in to Kero and select **Templates** from the left navigation menu.

**2. Create or edit a template**

To create a new Kero template, click **+ Create Template**.

To update an existing Kero template, click its **ID** in the Templates list.

**3. Enter the template details**

On the **New message template** page, select **WhatsApp** if Kero displays a channel selector.

For a new template, enter:

* **Template Name:** A descriptive name that helps you identify the template.
* **Template ID:** A unique identifier for the Kero template.

For example:

| Field | Example |
| - | - |
| **Template Name** | Appointment reminder |
| **Template ID** | `appointment-reminder` |

> [!NOTE]
>
> **Why can't I see the WhatsApp channel selector?**
>
> The available channel options depend on the Agents configured in your Kero account.
>
> If WhatsApp is the only available channel, Kero may open the WhatsApp editor without displaying a channel selection.
>
> The Kero template ID is separate from the approved Meta WhatsApp template name.

## 2. Select your WhatsApp Agent and approved template

**1. Select your WhatsApp Agent**

Find **Restrict to Agent** and select the WhatsApp Agent associated with the approved message you want to use.

**2. Select the Template option**

Under **Message Content**, select the **Template** tab.

When editing an existing WhatsApp Kero template, the approved-template field may already be visible.

**3. Choose your approved WhatsApp template**

Open **Approved WhatsApp Template**.

Select the message template that Meta has approved for the selected WhatsApp Agent.

> [!NOTE]
>
> **A WhatsApp Agent must be selected first.**
>
> If Kero displays:
>
> "A WhatsApp agent must be selected to use this option"
>
> Return to **Restrict to Agent** and select the appropriate WhatsApp Agent.

Only approved WhatsApp templates associated with the selected Agent are available in the dropdown.

If you cannot find your template, check that:

* You've selected the correct WhatsApp Agent.
* The template has an **Approved** status.
* The template belongs to the selected Agent.

> [!WARNING]
>
> **You cannot rewrite Meta-approved message content in a Kero template.**
>
> Selecting an approved WhatsApp template doesn't let you change its approved wording, header media or buttons.
>
> To change the approved message, edit the WhatsApp template and submit the changes for Meta review where required.

## 3. Configure named variables for personalisation

If your approved WhatsApp template contains named parameters, Kero displays:

**Add values for the WhatsApp template parameters**

You'll see a field for each parameter in the approved template.

For example, your approved WhatsApp template might contain:

```text theme={null}
Hello {{first_name}},

We've sent an update to {{email}}.
```

Kero displays parameter fields corresponding to these variables.

### Keep your variables dynamic

If you want to personalise these values when sending messages, **enter the variable placeholders again** in the Kero template.

| WhatsApp parameter | Enter in Kero |
| - | - |
| First name | `{{first_name}}` |
| Email | `{{email}}` |

This tells Kero to recognise these values as variables that can be populated when the message is sent.

> [!WARNING]
>
> **Don't replace dynamic variables with fixed sample values.**
>
> If you want a parameter to be personalised for each recipient, enter its placeholder, such as `{{first_name}}`.
>
> Entering a fixed value, such as `Alex`, may cause that value to be used instead of recipient-specific information.

### How are variables populated when sending?

Once you've configured the named variables in your Kero template:

* **Direct Message:** You can enter the variable values for the individual recipient.
* **Campaigns:** You can map variables to the relevant fields in your contact data or uploaded campaign file.

Kero remembers campaign variable mappings for future sends.

> [!NOTE]
>
> **Meta sample values are not Kero variable mappings.**
>
> The sample values you provided when submitting your WhatsApp template to Meta help Meta review the message.
>
> They don't automatically configure the dynamic variables in your Kero template.
>
> If you don't configure the variables correctly in Kero, the sample values from the Meta template may be used instead.

## 4. Enable fallback

Fallback lets you configure another messaging Agent that Kero can try when the primary WhatsApp route cannot be used under supported fallback conditions.

**1. Enable Fallback**

Find the **Fallback** section below **Message Content**.

Turn **Fallback** on.

**2. Select a fallback Agent**

Open the **Brand Agent** dropdown.

Select the Agent you want Kero to try if the primary WhatsApp route cannot be used.

**3. Add the Agent**

Click **Add**.

Kero adds the Agent to the fallback list and displays the message editor for the selected channel.

For example, selecting an SMS Agent displays an **SMS Text** field where you can enter the fallback message.

> [!NOTE]
>
> **Fallback is configured using Agents, not only channel names.**
>
> The **Brand Agent** dropdown may include WhatsApp, RCS or SMS Agents, depending on which Agents are configured in your Kero account.
>
> Only select Agents that are suitable for your intended messaging workflow.

## 5. Write your SMS fallback message

When you add an SMS Agent, Kero displays an **SMS Text** field.

This is the message recipients will receive if Kero uses the configured SMS fallback.

**1. Enter your SMS message**

Write the fallback message in the required **SMS Text** field.

The SMS should communicate the essential information from your WhatsApp message without relying on images, buttons or other rich content.

**2. Add personalisation where needed**

If you want to personalise the fallback SMS, include the relevant Kero variable placeholders.

For example:

```text theme={null}
Hi {{first_name}}, your appointment is confirmed for {{appointment_date}}. Contact our team if you need to make a change.
```

Make sure the variable values can be supplied when sending.

**3. Check the SMS length**

Review the indicators below the SMS Text field:

* **Characters**
* **Parts**
* Encoding information

These help you understand the length and potential SMS segmentation of your fallback message.

> [!TIP]
>
> **Keep your fallback SMS concise.**
>
> SMS doesn't support the same rich content as WhatsApp.
>
> Include the most important information and, where appropriate, a short website link or contact number.
>
> The **Parts** indicator helps you identify when a message may require multiple SMS parts, which can affect cost.

## 6. Set the fallback order

You can configure more than one fallback Agent where the relevant channels and Agents are available.

**Kero tries the configured fallback Agents in the order you add them**, when the applicable fallback conditions are met.

For example:

| Order | Channel | Purpose |
| - | - | - |
| **Primary** | WhatsApp | Send the approved WhatsApp message. |
| **First fallback** | RCS | Try the configured RCS Agent if fallback is triggered and the route is eligible. |
| **Second fallback** | SMS | Try the configured SMS Agent if the preceding route cannot be used under supported conditions. |

### Change the fallback order

To change the order:

1. Remove the fallback Agents from the list.
2. Add them again in the preferred sequence.
3. Review the message content associated with each Agent.

> [!WARNING]
>
> **Fallback doesn't guarantee delivery.**
>
> Fallback is conditional. It doesn't mean Kero will automatically retry every WhatsApp delivery failure through another channel.
>
> Whether fallback occurs depends on the relevant routing conditions, recipient eligibility and channel-specific requirements.
>
> A message may still fail if the recipient cannot be reached through the configured Agents.

## 7. Save your Kero template

Before saving, confirm that:

* The correct WhatsApp Agent is selected.
* The correct approved WhatsApp template is selected.
* Named parameters intended for personalisation use placeholders such as `{{first_name}}`.
* Each fallback Agent has the required message content.
* The fallback Agents appear in the intended order.
* Your fallback SMS communicates the essential message clearly.

When you're ready:

* Click **Create** for a new Kero template.
* Click **Save** when updating an existing Kero template.

Kero returns you to the **Templates** list, where your new or updated template is available for use in **Direct Message** and **Campaigns**.

> [!NOTE]
>
> **Saving a Kero template is different from submitting a WhatsApp template to Meta.**
>
> Saving a **Kero template** stores its Kero configuration.
>
> Saving a **WhatsApp message template** in the WhatsApp template editor submits that message to Meta for approval.
>
> Creating or updating the Kero template does not replace Meta's approval process.

## 8. Test your template before sending a campaign

Before using your Kero template for customer messaging, send a test message through **Direct Message**.

Check that:

* The approved WhatsApp message is selected correctly.
* Personalised values are populated as expected.
* Any media or buttons appear correctly.
* The fallback SMS contains the correct information.
* The expected channel and delivery outcome are shown in Kero.

Where possible, use a suitable test recipient to verify fallback behaviour.

For example, you can test with a number that doesn't have WhatsApp available, provided the number is eligible to receive SMS.

> [!NOTE]
>
> **A successful WhatsApp test doesn't prove that fallback works.**
>
> Test the primary WhatsApp route and your fallback configuration separately.
>
> Check the message statuses in Kero to confirm which channel was used.

For detailed testing instructions, see [Test a WhatsApp template with SMS fallback](https://kero.chat/help/test-wa-template-with-sms-fallback).

## Related guides

* [Create and submit a WhatsApp message template](https://kero.chat/help/whatsapp/create-message-template) — Create and submit the Meta-approved message used by your Kero template.
* [Manage WhatsApp template approvals and rejections](https://kero.chat/help/manage-whats-app-template-approvals-and-rejections) — Understand template statuses and editing requirements.
* [Test a WhatsApp template with SMS fallback](https://kero.chat/help/test-wa-template-with-sms-fallback) — Verify your Kero template and conditional fallback behaviour.

## Need help?

If you cannot select your approved WhatsApp template, have trouble configuring variables or encounter unexpected fallback behaviour, [contact Kero Support](https://kero.chat/contact-us).

Include the relevant WhatsApp Agent, Kero template ID and a description of the issue.


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