View your message templates
1
Open Templates
Sign in to Kero and select Templates from the main navigation.
2
Find your template
Browse your existing message templates to find the one you want to review or update.Use the template name and available details to identify the correct template.
3
Open the template
Select the template you want to review.Check its configuration, message content, parameters and associated Agents.
Review an existing template
Before reusing a saved template, check that its content and configuration are still appropriate. Pay particular attention to:- Message content: Check that the wording, contact information and any promotional details are current.
- Personalisation: Make sure the parameters still match the information you want to include.
- Primary Agent: Confirm that the selected Agent is appropriate for the message.
- Fallback Agents: Check that alternative Agents are configured in the intended order.
- WhatsApp templates: Confirm that any associated Meta-approved WhatsApp template remains suitable for your message.
Update a message template
You may need to update a template when your message content, personalisation requirements or sending configuration changes.1
Open the template
Navigate to Templates and select the template you want to update.
2
Review the existing configuration
Check the message content, parameters, Primary Agent and any configured Fallback Agents.
3
Make your changes
Update the available fields as needed.The changes you can make depend on the messaging channel, template configuration and any applicable approval requirements.
4
Save your changes
Review your updates and save the template.Before using the updated template in a campaign, test the message to confirm that its content and personalisation work as expected.
Managing templates that use WhatsApp Business
WhatsApp templates have additional requirements because they are subject to Meta’s approval process. A Kero message template that uses WhatsApp references an approved WhatsApp template associated with the selected WhatsApp Agent. The changes you can make depend on the status and configuration of the underlying WhatsApp template.Approved WhatsApp templates
Approved WhatsApp templates may support editing, but changes to the approved content can require another review by Meta. Some template components, such as an approved media header, may have editing restrictions.Pending WhatsApp templates
WhatsApp templates awaiting Meta approval are locked for editing until their review status changes.Rejected WhatsApp templates
If Meta rejects a WhatsApp template, you can review the rejection and make the necessary corrections before resubmitting it for approval.Templates created outside Kero
WhatsApp templates created in Meta Business Manager may also be available in Kero. However, editing support depends on how their parameters are defined. For example, templates using positional parameters such as{{1}} or {{2}} cannot currently be edited in Kero.
These restrictions apply to the underlying Meta WhatsApp template. They are different from editing the reusable Kero message template that references it.
Keep your templates organised
As your template collection grows, use clear and consistent naming conventions. For example:
Choose names that make it easy to identify a template without opening it.
If your organisation uses multiple Agents, make sure your template names help you distinguish between different messaging purposes.
Before reusing a template
Before sending a Direct Message or Campaign using an existing template:- Check that the message content is still accurate.
- Confirm that any required parameters are correctly configured.
- Review the selected Primary Agent and Fallback Agents.
- Verify the status of any required WhatsApp template.
- Test the message before sending it to a large audience.