Communication Templates

Create reusable plain-text messages for WhatsApp (and future channels). Templates support clickable placeholders such as lead or ticket fields, agent name, and workspace name.

EloSync does not send messages for you. WhatsApp opens in a new tab with the message pre-filled.

Manage templates

1. Open Templates in the CRM sidebar section (requires the Communication Templates module and view permission).
2. Click New template.
3. Enter a name, choose context (e.g. Leads or Help Desk), channel (WhatsApp), optional category, and message body.
4. Click placeholder chips to insert tokens at the cursor (or replace selected text).
5. Save. Toggle Active off to hide a template from pickers without deleting it.

Send via WhatsApp from a Lead

1. Open a lead that has a phone number.
2. Click WhatsApp next to the phone field.
3. Pick a template and review the preview, or open a blank chat if you have no templates (or do not want one).
4. WhatsApp Web (or the WhatsApp app) opens. Send from WhatsApp as usual.

Send via WhatsApp from Help Desk

1. Install Communication Templates (Marketplace) and ensure you have use permission.
2. Open a ticket that has a linked contact with a phone number.
3. Click WhatsApp under related records.
4. Pick a Help Desk template (or open a blank chat). WhatsApp opens with the message pre-filled.

There is no outbound message history in this version.

Permissions

Action	Typical roles
View / use templates	Admin, Manager, Staff
Create / update	Admin, Manager
Delete	Admin

Workspace owners (superadmin) have full access.