Building a flow from scratch means knowing which step goes where. The template gallery removes that burden: it hands you a working flow and leaves you to turn the texts into your own. This guide explains how to read the gallery, what exactly happens when a template is installed, and what you have to change afterwards.
💡 Templates are filtered for your account: a template that does not fit your channel or is not covered by your plan is not shown. Every card you see is a card you can install.
How to open the gallery
Press New automation at the top right of the Automations screen. The page is titled New automation, with the subtitle "Start from a ready-made template or open a blank flow. Everything can be changed later."
The title stays pinned at the top as you scroll, and so does the category strip right beneath it. On long lists you never lose track of which category you are in.
The category strip
Templates are split into categories, and only the open category's cards are drawn. Categories sit as a tab strip:
- Replies — Answers to frequently asked questions.
- Sales — Product introductions, prices, order routing.
- Support — Problem reports, order tracking, handover to a person.
- Lead capture — Flows that collect a name, phone number or email.
- Mentions — Answers to story and post mentions.
- AI — Flows where the reply is produced by AI.
- E-commerce, Appointments, Education, Food & drink, Beauty & care, Health, Real estate, Travel & stays — Flows prepared per industry.
The open category travels in the address bar: reloading, pressing back or sending the link to a colleague opens the same category.
When a category has no templates, No templates right now. appears under the cards. This is not a fault: that category is empty for your account.
What a template card says
Each card carries:
- Channel badges — Instagram, WhatsApp or both, at the top right. The badge says which channel the template runs on.
- The template name — the bold heading.
- Description — one or two sentences about what the flow does.
- Step chain — the small grey line under the description lists the first steps in order: "Message › Condition › Action …". With more than four steps it ends in an ellipsis.
- Use this template — the button at the bottom of the card.
A dashed Start blank card also sits at the start of every category; choosing it opens a blank flow instead of a template (Creating a new automation).
Installing a template
- Click a category tab in the gallery to open the group that fits your job.
- Check the channel badges on the cards and pick the one that matches your account's channel.
- Read the step chain: it tells you roughly how many steps the flow has.
- Press Use this template.
- The panel creates the automation and takes you straight into the flow editor.
At this point you own a draft automation. Its link to the template is cut: even if the template is updated later your flow does not change, and your edits do not affect the template.
Language: which text comes in which language
A template separates two languages:
- The automation's name arrives in the language your panel is set to.
- The messages inside the flow arrive in the account's language — that is, the language you write to your customers in.
The split is deliberate: an agency using the panel in English should be able to build a Turkish-speaking flow in a Turkish customer's account.
What you must do after installing
A template arrives working, but it does not know your business. Go through this before publishing:
- Fix the name. On the Settings tab, change the Name field to your own convention.
- Check the triggers. Click the Start box: are the keywords the words your customers actually type? If there is a post comment trigger, you have to choose which post it listens to.
- Read the texts. Open every message step and rewrite it in your own voice. Template texts are examples, not your brand voice.
- Update prices, addresses and hours. Templates may carry "example" values.
- Check the links and button labels. Link buttons should point at your own site.
- Try it on the Test tab. Walk through it end to end in the simulator (Test runs).
- Press Publish.
⚠️ Note: Do not press Publish the moment a template is installed. The example texts inside it go to real customers and cannot be taken back.
When installing is blocked
If you try to install a template that is no longer shown — from an old open tab, say — the panel gives one of two reasons:
- The channel is off — The template was written for a channel your account does not have or that is disabled. The fix is in the channel settings; upgrading the plan will not help.
- Your plan does not cover it — The template uses a step your plan does not include (an AI step or an external request, for example). An upgrade window opens.
Keeping the two errors apart is practical: someone who hit a plan lock should not go hunting through channel settings for nothing.
A concrete example
A dental clinic wants to answer appointment questions coming from Instagram:
- New automation → switch to the Health tab in the category strip.
- Find the appointment template whose channel badge reads Instagram; note the step chain "Message › Collect data › Action".
- Press Use this template.
- Settings → Name: "Appointment request — Instagram", Save.
- Flow → Start → change the keywords to "appointment, check-up, dentist".
- Update the text of the first message step with the clinic's real opening hours.
- Check which field the Collect data step writes to; do you have that field?
- Test → type "appointment" into the simulator and run it to the end.
- Publish.
Common mistakes and how to fix them
- Publishing the template as it arrived. Example prices and example addresses go straight to customers.
- Ignoring the channel badge. The List and Template steps in a WhatsApp-badged template are skipped in Instagram chats.
- Expecting the template to update itself. The moment you install it, the copy is yours; changes to the source template never reach your flow.
- Reading an empty category as "there are no templates". Check the other tabs; categories are filtered by channel and plan.
- Leaving the post selection in a template empty. A comment trigger with an empty Post ID runs on every post; choose that on purpose.
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