In Qontak Omnichannel, there is a Templates feature located in the Campaign (Broadcast) menu. This feature allows you to edit and create message reply templates that will be received by customers or message recipients. Here are the steps to use this feature.

The new look of the Follow-up Template creation form will be available gradually starting May 11, 2026. Through this new appearance, you can now add media such as images, videos, and documents, as well as use up to 3 variables in the follow-up template to create more personal and relevant messages when following up with customers. Learn more here.

1. Go to the Campaign (Broadcast) Menu and select Templates.
   

2. Then click "Create template" and choose Follow-up template.
   
    

3. To create a new template, you must fill in the provided fields. Once filled, click "Next" to proceed to the next step.
   

   - Make sure the Template name does not use capital letters or spaces.
   - To learn about template categories, click this guide.

4. Then, click "Submit" if the data you entered is correct.
   Description:
    

   No.	Button/Field Name	Description
   1	Languages	The language you have selected will appear here and you can change it here.
   2	Enter the text for your message	Fill in the Follow-up template message here.
   3	Bold	Click at the beginning and end of the sentence to make the text bold, or you can add asterisks (*) at the beginning and end of the sentence to make it bold.
   4	Italics	Click at the beginning and end of the sentence to italicize the text.
   5	Strikethrough	Click at the beginning and end of the sentence to strike through the text.
   6	Whatsapp Message Template Guideline	Click on the blue text to open the official WhatsApp guideline regarding Message Templates.

5. A pop-up notification will appear if the data you submit is correct.
    

   If the data you entered is incorrect or incomplete, the system will automatically display a notification on the field such as “field is required”.

Important
If the chat room shows the message “The conversations has been expired” and does not display the Follow-up Template, you can do the following:
- You can update your Qontak Chat application. Please go to the Play Store or App Store and click “Update”.
- If you still encounter the same issue, you can reinstall the Qontak Chat application through the Play Store or App Store.
- If you have done both of the above and still experience the same issue, please contact Qontak WhatsApp Hotline and attach data such as the device specifications you are using and screenshots of the issue you are experiencing.
 

That is the guide on how to set up Templates on Qontak Omnichannel. Next, you can learn about WhatsApp Blast Message Categories in the Broadcast Menu here.