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Create a message template in Kero to save content that you can reuse when sending Direct Messages or Campaigns. Templates are particularly useful for recurring notifications, personalised messages and campaigns where you want to maintain consistent messaging.
You don’t need to create a template before sending an SMS or RCS message. However, templates make it easier to prepare and reuse content, especially for campaigns.WhatsApp Business has additional template requirements. Business-initiated WhatsApp template messages must use a Meta-approved WhatsApp template.

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Before you begin

Before creating a template, make sure you have:
  • Access to your Kero account.
  • At least one configured messaging Agent for the channel you want to use.
  • Any images or other media you intend to include in your message.
  • An approved WhatsApp template if you’re creating a Kero template for WhatsApp Business.
If you plan to use Fallback Agents, the alternative Agents must also be configured in your Kero account.

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Create a new template

1

Open Templates

Sign in to Kero and select Templates from the main navigation.Click Create Template to begin.
2

Select your messaging channel

Choose the messaging channel you want to use for your template.Only channels with configured Agents in your Kero account are displayed.
If you don’t see the messaging channel you want to use, you’ll need to configure an Agent for that channel before creating your template.
3

Select your Primary Agent

Select the Agent you want to use with your message template.Kero displays all configured Agents for your selected messaging channel.Make sure you choose an Agent that supports the type of message you want to create.
For RCS for Business, Agents are configured for specific use cases, such as OTP, Transactional, Promotional or Multi-use messaging.Your message template must be compatible with the selected Agent’s use case.
4

Select your RCS message type

If you’re creating an RCS template, select the type of message you want to create.Depending on your selected Agent’s capabilities, you can choose from the available RCS message types, such as:
  • Text message — Send a text-based RCS message.
  • Rich card — Combine text, media and interactive actions in a single card.
  • Carousel — Display multiple rich cards that recipients can browse.
The message editor will display the configuration options for your selected message type.
The available message types depend on the capabilities and use case of your selected RCS Agent.If you’re creating an SMS or WhatsApp template, continue to the next step.
5

Enter your template details

Give your template a descriptive name that makes it easy to identify later.For example:
  • Appointment Reminder
  • Payment Notification
  • Delivery Update
  • Monthly Promotion
Use a name that clearly describes the purpose of your message, especially if your account contains several templates.
6

Prepare your message content

Configure the message content for your selected channel.

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SMS

Enter the text you want to send.Keep your message clear and concise. Longer messages may be split into multiple SMS parts, which can affect messaging costs.

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RCS for Business

Prepare your RCS message using the editor for your selected message type.Depending on the message type, you may be able to include text, images, rich cards and interactive buttons.

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WhatsApp Business

Select the approved WhatsApp template associated with your WhatsApp Agent.The approved template determines the message structure, including any header, body, footer, buttons and parameters.
WhatsApp template content must comply with Meta’s approval requirements. You cannot use an unapproved WhatsApp template for template messaging.
7

Add personalised parameters

If your message includes information that changes between recipients, add parameters to personalise the content.For example:Hello {{first_name}}, your appointment is confirmed for {{appointment_date}}.Parameters allow you to provide recipient-specific values when sending Direct Messages or map values from your contact data when preparing Campaigns.
When creating a Kero template using an approved WhatsApp template, make sure the required parameters are configured in your Kero template so they can be recognised and mapped during sending.
8

Configure Fallback Agents (optional)

If you want Kero to attempt an alternative messaging channel when the preferred channel cannot be used, add one or more Fallback Agents.For example, you might configure:
  • Primary Agent: RCS for Business
  • Fallback Agent: SMS
Where multiple Fallback Agents are configured, Kero attempts them in the order they were added.
To change the order of existing Fallback Agents, you currently need to remove and re-add them in your preferred sequence.Fallback availability depends on your configured Agents and the applicable sending rules.
9

Review and save your template

Review your template before saving.Check that:
  • The template name clearly describes its purpose.
  • Your message content is accurate.
  • Any personalised parameters are correctly configured.
  • The correct WhatsApp template is selected, where applicable.
  • Your Fallback Agents are configured in the intended order.
Save your template.Your new Kero template will be available for reuse in supported messaging workflows.

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Using your saved template

Once your template has been saved, you can select it when preparing a Direct Message or Campaign. For Direct Messages, provide any required parameter values before sending. For Campaigns, map the parameters to the relevant fields in your contact data so that each recipient receives the appropriate personalised information.
Before sending a campaign to a large audience, test your message with a small number of recipients to check the content, personalisation and channel behaviour.