Understanding message templates

Message templates allow you to create message content once and reuse it whenever you need to communicate with your customers. Whether you’re sending appointment reminders, payment notifications, delivery updates or marketing campaigns, templates help you save time, maintain consistency and personalise your communications.

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Why use message templates?

Templates are particularly useful when you regularly send similar messages or communicate with large groups of customers. With Kero templates, you can:

• Save time — Reuse frequently sent messages instead of writing them from scratch.
• Maintain consistency — Keep your messaging and branding consistent across customer communications.
• Personalise messages — Use parameters to include customer-specific information, such as names or appointment details.
• Simplify campaigns — Prepare message content in advance and reuse it across campaigns.
• Configure Fallback Agents — Add alternative sending Agents to your template when your preferred messaging channel cannot be used.

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Do you need a template to send a message?

Not every messaging channel requires a template.

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Understanding Kero templates and WhatsApp templates

Kero templates and Meta-approved WhatsApp templates serve different purposes.

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Kero message templates

A Kero message template is reusable message content that you create and manage within Kero. Depending on the messaging channel, a Kero template can include:

• Message text and personalised parameters.
• Rich content, such as images and interactive elements for supported RCS messages.
• An associated messaging Agent, where required.
• Fallback Agents for alternative messaging channels.

Kero templates can be used when preparing Direct Messages and Campaigns.

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Meta-approved WhatsApp templates

WhatsApp Business has additional requirements set by Meta. A WhatsApp template is a predefined message that must be submitted to Meta for approval before it can be used for business-initiated template messaging. WhatsApp templates can include message text, media, parameters and interactive buttons, depending on the approved template format. When creating a Kero message template that uses WhatsApp, you select the relevant WhatsApp Agent and an approved WhatsApp template. This allows you to use the approved WhatsApp content within Kero’s messaging workflows, including supported fallback configurations.

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Personalising messages with parameters

Parameters are placeholders in a message that are replaced with recipient-specific information when the message is sent. For example, you could create a template containing: Hello {{first_name}}, your appointment is confirmed for {{appointment_date}}. When sending the message, Kero uses the values you provide or map from your contact data to personalise the message for each recipient. Parameters are particularly useful for campaigns, where the same template can be sent to multiple contacts with different personalised information.

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Using Fallback Agents

Kero allows you to configure Fallback Agents within a message template. For example, you might use an RCS Agent as your preferred sending option and add an SMS Agent as a fallback for recipients who cannot receive RCS. When configuring Fallback Agents, you can:

• Select from the eligible Agents configured in your Kero account.
• Add multiple Fallback Agents where supported.
• Define the order in which Kero attempts to use the configured Agents.

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Where can you use message templates?

Kero templates can be reused across supported messaging workflows.

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Direct Messages

When composing a Direct Message, you can choose whether to use an existing template or prepare message content directly, subject to the messaging channel’s requirements. Using a template is helpful when sending recurring notifications or messages that contain personalised information.

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Campaigns

Templates are particularly useful for campaigns because they allow you to prepare and reuse message content when communicating with multiple recipients. You can configure personalised parameters and map them to contact information when preparing your campaign.

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Finding your message templates

To view your existing Kero message templates:

1. Sign in to your Kero account.
2. Select Templates from the main navigation.
3. Browse your existing templates or create a new one.

Your Templates page provides access to the message templates available in your account.

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Next steps

Once you understand how templates work, you’re ready to create your first message template. You can choose your preferred messaging channel, prepare your message content, add personalised parameters and configure Fallback Agents where supported.