Learn how to set up and use WhatsApp Template Tools in Frontline. These tools allow your AI Agent to automatically send predefined WhatsApp messages (templates) to customers or internal teams — for example, to notify Sales when a new lead arrives.
⚠️ Important: WhatsApp Template Tools only work with pre-approved templates created and approved in Meta (WhatsApp Business Manager). This is the only way templates will appear in Frontline — they will become visible automatically once approved by Meta.
Availability
WhatsApp Template Tools are available on Premium, Scale, and Enterprise plans. They require a connected WhatsApp Business Account and approved message templates.
⚠️ Before you start
Before creating a WhatsApp Template Tool, make sure:
You have a WhatsApp Business Account already connected to Frontline (see Integrating WhatsApp with Frontline).
Your message templates have been created and approved in Meta Business Manager — this is required for them to appear in Frontline.
You have permission to create or edit tools inside your workspace.
You know which Agent will use this tool (each tool is assigned to one AI Agent).
Tip: Only templates in Approved status in Meta will appear when selecting your template in Frontline.
🚀 Step-by-step setup
1) Open Tools in Frontline
Go to your Frontline Dashboard.
Navigate to Platform → Tools.
Click Create Tool in the top-right corner.
(See screenshot below showing the Tools overview page.)
2) Name your tool
Enter a clear name that describes the tool’s purpose — for example, Notify Sales or Send WhatsApp to Lead.
In the When to use field, describe when your Agent should trigger it (e.g. use this tool to send a WhatsApp notification to the sales team when a new lead arrives).
Under Tool type, select WhatsApp Template.
(See screenshot: Edit Custom Tool – Tool type selection.)
3) Select your WhatsApp template
In the next step, choose one of your approved templates from the dropdown.
You can search by template name or category (e.g. Marketing, Utility, Authentication).
Once selected, you’ll see a preview of the message template.
(See screenshot: Select your template.)
Tip: Templates only appear in this list once they’ve been approved in Meta and synced with Frontline. If your template isn’t visible yet, check its status in your Meta Business Manager.
4) Test your template
Click Test template to send a message to a test number linked to your WhatsApp account.
Verify that the message content and formatting look correct.
If successful, click Save Tool to finish.
(See screenshot: Test template button.)
🧠 How it works
Once the WhatsApp Template Tool is active, your AI Agent can trigger it automatically based on conversation context or user input — for example, when a lead shares their phone number or a specific intent is detected.
Managing your tools
From the Tools panel you can:
View all existing tools.
Check each tool’s status (Active / Inactive).
See who created it and when.
Edit or delete a tool from the three-dot menu.
(See screenshot: Agent Tools overview.)
Note: Deactivating a tool will immediately stop the Agent from using it.
✅ Best practices
Keep tool names clear and descriptive (e.g. Notify Sales, Send Lead WhatsApp).
Reuse existing Meta-approved templates whenever possible.
Avoid editing or deleting templates that are already in use by active tools.
Test every new template before connecting it to an AI Agent.
🧩 Example use cases
Here are a few ideas for how WhatsApp Template Tools can be used:
Notify Sales when a new lead is qualified.
Send confirmation to a customer after form submission.
Remind a client of an upcoming appointment.
Escalate a request to a specific internal group via WhatsApp.
Troubleshooting
Template not visible: Ensure it’s created and approved in Meta — only approved templates appear in Frontline.
Test message not sending: Check your WhatsApp connection status in Integrations → WhatsApp.
Agent can’t trigger tool: Confirm that the tool is set to Active and assigned to the correct Agent.
Still have questions?
Reach out through the Help button in Frontline or contact your CSM for assistance.