# HSM templates in the WhatsApp Business API

### What are HSM templates?

**HSM (Highly Structured Message) templates** are pre-agreed with Meta standard messages that businesses can use to start communicating with customers via the WhatsApp Business API. Messages can include appointment reminders, delivery information, payment updates, etc.

{% hint style="success" %}
Templates are created and approved via [WhatsApp Manager](https://business.facebook.com/wa/manage/message-templates/).
{% endhint %}

A template can include a header (text or attachments: images, videos, PDFs), body text with the ability to add variables, a footer, and buttons.

{% hint style="info" %}
Currently, templates containing Catalogue, Location, and Autocomplete Authentication are not supported (Authentication templates with code copying are supported).
{% endhint %}

***

### A 24-hour window for communication

WhatsApp Business uses 24-hour sessions for messaging.

When a customer sends a message to your number, a 24-hour window opens during which you can write free-form messages to users.

Outside of the 24-hour customer service window, you can only send HSM-approved templates. As soon as a customer replies to a template message, a new 24-hour window for communication opens.

Using HSM templates allows you to initiate a dialogue even with customers who have not yet written to the company.

***

### Sending an HSM template from NovaTalks

To send an HSM template from NovaTalks, in the message sending panel, enter the text in the appropriate markup consisting of several lines:

* **@HSM@ -** a label that informs the system that an HSM template is being sent.
* **template\_name|language -** the name of the template in lowercase with lowercase underscore and the [language code](https://developers.facebook.com/docs/whatsapp/business-management-api/message-templates/supported-languages). They must be the same as in the Meta template builder.
* **Template variables -** names of the template variables (if exists).

If the template contains an **attachment**, it must be attached to the message.

{% hint style="warning" %}
**Features of adding variables:**

* If several variables are used in a template, each variable must be written on a new line in the sequence specified in the template.
* If the template contains a button that contains a variable, the value of this variable must be added to the markup.
* If the template contains variables and they are not specified in the message, the template will not be sent.
* If the template contains a **Copy Code** button, the code must be specified twice in the markup of the message to be sent from NovaTalks: as a variable value in the body text and as a variable value for the button.
* You can substitute NovaTalks variables. To do this, enter two double curly brackets {{ in the corresponding line, after which a list of available variables will appear.
  {% endhint %}

After sending the template, the text and other elements from the template registered in WhatsApp Manager will be added to the message that will be sent to the client. 

The NovaTalks user will see it as a markup in the message history window in Conversation.

{% hint style="danger" %}
Before sending the template, make sure that the message does not contain any extra spaces or characters and that it follows the structure. Otherwise, it will not be delivered.
{% endhint %}

{% hint style="success" %}
For convenience, we recommend adding the HSM template structure to [Canned responces](/en/get-started/settings/canned-responses.md).
{% endhint %}

***

## Examples of HSM templates

### HSM template without variables and attachments

#### **Setting up a template in Meta:**

<figure><img src="/files/Mw2dz7qQUgTFWJpmnUIK" alt=""><figcaption></figcaption></figure>

#### Marking up a template for submission to NovaTalks

<figure><img src="/files/G31MGS5nmGvmo3EqJajS" alt=""><figcaption></figcaption></figure>

#### The message that the client will receive:

<figure><img src="/files/XJHtyvQ3NGbQ0iOUDtnK" alt=""><figcaption></figcaption></figure>

### HSM template with variables in the main text

#### Setting up a template in Meta:

<figure><img src="/files/c3AywKLQmMnvudGY3MHV" alt=""><figcaption></figcaption></figure>

#### Marking up a template for submission to NovaTalks:

<figure><img src="/files/ZvtRAHmsPKccykZpyMeK" alt=""><figcaption></figcaption></figure>

#### The message that the client will receive:

<figure><img src="/files/unOlhkqAgQ2IsXr0b4RN" alt=""><figcaption></figcaption></figure>

### HSM template using the **NovaTalks** variable

#### Setting up a template in Meta:

<figure><img src="/files/YURrigf8OGLVolXFb23x" alt=""><figcaption></figcaption></figure>

#### Marking up a template for submission to NovaTalks:

<figure><img src="/files/47QOpySG1OzFtdTQICyH" alt=""><figcaption></figcaption></figure>

#### The message that the client will receive:

<figure><img src="/files/8HfBvKi14EskcJLm0RIc" alt=""><figcaption></figcaption></figure>

### HSM template with a Button

Setting up a template in Meta:

<figure><img src="/files/6hDz0ur5Mwlj9LxqJmIj" alt=""><figcaption></figcaption></figure>

Marking up a template for submission to NovaTalks:

<figure><img src="/files/VhdAlmcTi0mt3VqWIfOh" alt=""><figcaption></figcaption></figure>

The message that the client will receive:

<figure><img src="/files/3Df2ItOKNgF4ZN3Xcsoz" alt=""><figcaption></figcaption></figure>

### HSM template with variables in the Header, Body and Button

#### Setting up a template in Meta:

<figure><img src="/files/5D2F0QpFV5eCrtF8cK83" alt=""><figcaption></figcaption></figure>

#### Marking up a template for submission to NovaTalks:

<figure><img src="/files/UFmzJwLt0moB4EWRYq8Q" alt=""><figcaption></figcaption></figure>

#### The message that the client will receive:

<figure><img src="/files/C3C2ozTGXTsL8evSp6K7" alt=""><figcaption></figcaption></figure>

### HSM template with attachment

#### Setting up a template in Meta:

<figure><img src="/files/AX5cyBYOfj876WTOIeaZ" alt=""><figcaption></figcaption></figure>

#### Marking up a template for submission to NovaTalks:

<figure><img src="/files/4u2OR1H1001ud7Qd22UE" alt=""><figcaption></figcaption></figure>

#### The message that the client will receive:

<figure><img src="/files/EFjz3NvwLTxYMDMYNWon" alt=""><figcaption></figcaption></figure>

### HSM Authentication template

#### Setting up a template in Meta:

<figure><img src="/files/2Y0t5yMk9TckDEKAWLTp" alt=""><figcaption></figcaption></figure>

#### Marking up a template for submission to NovaTalks:

<figure><img src="/files/I1N9G3xSKhAGWzcpx1Vt" alt=""><figcaption></figcaption></figure>

#### The message that the client will receive:

<figure><img src="/files/TR0XXzRQg7uVZSYGyesB" alt=""><figcaption></figcaption></figure>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.novatalks.com.ua/en/get-started/conversations/conversation-panel/hsm-templates.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.