How reopen templates work
Each reopen template has three locked variables:
You can change the framing text around these variables (greeting, sign-off, business-specific phrasing). The variables themselves cannot be moved or removed — they’re how Flowella injects the actual reply.
The three template kinds map to Meta’s Utility template category and are billed as Utility conversations when used to reopen a closed window.
Opening Reply templates
From the left navigation click Settings, then choose Reply templates under the Workspace section of the settings sidebar. You need the Owner or Admin role to edit reply templates. Members can view the screen but not save changes.Auto-provisioning
You don’t need to create reply templates manually. Flowella submits the three reopen templates to Meta automatically as soon as your organization has a Meta-connected WhatsApp channel:- Opening the Inbox while the window is closed triggers provisioning for any missing kinds.
- Opening Settings → Reply templates does the same.
- An hourly worker sweeps any org still showing Not provisioned and submits the missing templates.
Editing the framing text
1
Pick a kind
Open the Service, Update, or Offer card. Each card shows the current body text with
{{1}}, {{2}}, {{3}} highlighted in place.2
Edit the body
Change the text around the variables. The variables themselves are locked — you can move text around them but can’t delete or reorder them.
3
Save
Click Save. Flowella submits a new version of the template to Meta (for example,
flowella_reopen_service_v2). The previously approved version stays live until Meta approves the new one.System-managed and undeletable
The three reopen templates are system-managed by Flowella. In the main Templates catalogue they appear with a System badge on both the list and card views, and the Delete action is removed. Opening one in the template editor also disables the delete button with a tooltip explaining that system re-engagement templates can’t be removed. Use the toggle on each card in Reply templates to stop a kind being used instead of deleting it.Reset to default
Each card has a Reset to default action that restores Flowella’s stock framing text and re-submits to Meta. Use this if a custom version is rejected and you need to recover quickly.Enable / disable
Use the toggle on each card to disable a kind you don’t want the Reply tab or HubSpot action to use. The Reply tab will fall back to the next enabled kind (Service → Update → Offer); if none are enabled the composer is disabled outside the window and prompts you to pick a specific template via Send template.Conversation costs
- Inside the 24-hour window: standard session messaging applies (no template charge for text).
- Outside the 24-hour window: the reopen template opens a Utility conversation per Meta pricing — currently ~$0.045 per send, depending on country. See Pricing and conversation categories for the breakdown.
Related
Inbox — Reply tab
Where the reopen templates are used in the agent UI.
Send WhatsApp Reply (HubSpot)
HubSpot workflow action that uses the same reopen templates.
Templates
Create and submit standard WhatsApp templates.
Pricing and categories
Utility vs Marketing vs Service conversation pricing.