> ## 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. # Understanding message templates > Learn how message templates work in Kero, when to use them, and how they help you create consistent, personalised messages across SMS, RCS and WhatsApp Business. 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. ## 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. ## Do you need a template to send a message? Not every messaging channel requires a template. | Messaging channel | Template requirements | | - | - | | **SMS** | Templates are optional. You can compose and send SMS messages directly, although templates are useful for recurring messages and campaigns. | | **RCS for Business** | Templates are optional. You can create and send RCS messages directly or use templates to reuse rich message content. | | **WhatsApp Business** | Meta-approved WhatsApp templates are required to initiate business conversations or send template messages outside the 24-hour customer service window. Free-form replies are permitted within an open customer service window. | > [!NOTE] > > Although templates are optional for SMS and RCS, we recommend using them for campaigns to simplify message preparation and ensure consistency. ## Understanding Kero templates and WhatsApp templates Kero templates and Meta-approved WhatsApp templates serve different purposes. ### 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. ### 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. > [!WARNING] > > Creating a Kero message template does not replace Meta's WhatsApp template approval process. Your WhatsApp template must be approved by Meta before it can be used for template messaging. ## 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. > [!TIP] > > Use descriptive parameter names, such as `{{first_name}}` or `{{appointment_date}}`, to make your templates easier to understand and maintain. ## 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. > [!NOTE] > > Fallback Agents are attempted in their configured order. The available Agents depend on your account configuration and the messaging channels you have set up. > > Adding a Fallback Agent does not guarantee message delivery. ## Where can you use message templates? Kero templates can be reused across supported messaging workflows. ### 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. ### 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. ## 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. ## 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. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.