Templates & forms
The right message, and the right questions
Templates let you message customers outside the 24-hour window. Forms let them answer you step by step inside WhatsApp. Custoz handles both, from first draft to the answers landing on the contact.
Templates
order_shipped
Utility · English
festive_offer
Marketing · Hindi
callback_booking
Utility · with form button
Status updates from Meta appear as they happen
order_shipped
Hi {{1}}, your order {{2}} is on its way
{{1}} contact name · {{2}} order ID
Track order
Button
Templates
Write it, submit it, use it everywhere
Compose a template in Custoz, preview it, and send it to Meta for review. Map each {{1}} and {{2}} to contact data. Add an image, video or document header, and buttons — including one that opens a form. Approval and rejection show up on their own.
- Send by hand, from automations, in broadcasts or as an AI follow-up
- Marketing templates only go to contacts who opted in
- Built-in templates for closing chats and tickets, with wording you can edit
Why the 24-hour window matters
WhatsApp lets you reply freely for 24 hours after a customer writes. After that, only an approved template can start the conversation again.
Follow-ups that wait for the right time
After a chat, the AI can suggest a follow-up and a delay — now, in an hour, tomorrow or next week — and it's cancelled if the customer writes first.
Checked before every send
Custoz confirms the template is still approved and the contact's consent allows it before anything goes out.
Context for the reply
Each template joins the customer's thread, so when they answer, your team and the AI know what they're replying to.
Form · Book a callback
Screen 1 · What's it about?
Billing · Technical · Sales
Screen 2 · Pick a time
Slots from your business hours
Submitted by Arjun Rao
Saved to his contact
Forms
Forms that live inside WhatsApp
Build multi-screen forms in a visual builder — no code. Branch on answers, fill dropdowns from your own data tables, and compute values like available appointment slots when the form opens. Test it on your phone before it goes live.
- Answers saved straight to the contact
- A tidy summary card in the chat thread
- Sent by the AI, an agent, a template button or an automation
- Edit a published form safely as a new version
Questions, answered
Custoz syncs forms from your WhatsApp account and can import them into the visual builder so anyone on the team can edit them.
Related
Your customers are already messaging you. Answer them well.
Bring your WhatsApp number, your team and your FAQs. Custoz does the rest.
No credit card needed.