> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.flowella.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Edit Service, Update, and Offer reply templates

> Edit the framing text for Flowella's Service, Update, and Offer reopen templates used by the Reply tab and HubSpot's Send WhatsApp Reply action.

Flowella maintains three system **reopen templates** — **Service**, **Update**, and **Offer** — that wrap free-text replies into an approved WhatsApp template when the 24-hour customer service window has closed. The **Settings → Reply templates** screen lets you edit the framing text around each one without leaving Flowella.

These templates power the [Reply tab in the Inbox](/app/inbox#reply-tab-smart-reply) and the [Send WhatsApp Reply](/hubspot/workflow-actions#send-whatsapp-reply) HubSpot workflow action.

## How reopen templates work

Each reopen template has three locked variables:

| Variable | Filled with                                              |
| -------- | -------------------------------------------------------- |
| `{{1}}`  | The contact's first name                                 |
| `{{2}}`  | Your business name                                       |
| `{{3}}`  | The free-text reply typed in the inbox or HubSpot action |

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](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/utility-templates/utility-templates) category and are billed as Utility conversations when used to reopen a closed window.

| Kind        | Meta template name        | Best for                                      |
| ----------- | ------------------------- | --------------------------------------------- |
| **Service** | `flowella_reopen_service` | Day-to-day customer service replies (default) |
| **Update**  | `flowella_reopen_update`  | Status updates, order/appointment changes     |
| **Offer**   | `flowella_reopen_offer`   | Win-back replies that include a promotion     |

## 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.

Templates are **not** created before WhatsApp is connected — there's nothing to provision until Meta has a phone number to submit them against.

## Editing the framing text

<Steps>
  <Step title="Pick a kind">
    Open the **Service**, **Update**, or **Offer** card. Each card shows the current body text with `{{1}}`, `{{2}}`, `{{3}}` highlighted in place.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

The card shows the version state machine: **Draft → Pending → Approved** (or **Rejected**). Status is reconciled from Meta when you open the page, in case a webhook delivery was missed.

## 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](/account/pricing-and-conversation-categories) for the breakdown.

## Related

<CardGroup cols={2}>
  <Card title="Inbox — Reply tab" icon="message-square-reply" href="/app/inbox#reply-tab-smart-reply">
    Where the reopen templates are used in the agent UI.
  </Card>

  <Card title="Send WhatsApp Reply (HubSpot)" icon="network" href="/hubspot/workflow-actions#send-whatsapp-reply">
    HubSpot workflow action that uses the same reopen templates.
  </Card>

  <Card title="Templates" icon="file-text" href="/app/templates">
    Create and submit standard WhatsApp templates.
  </Card>

  <Card title="Pricing and categories" icon="badge-dollar-sign" href="/account/pricing-and-conversation-categories">
    Utility vs Marketing vs Service conversation pricing.
  </Card>
</CardGroup>