Accessing Templates

Go to Automations → Browse Templates to see all pre-built automation templates. The page has a sidebar with categories on the left and template cards on the right.

Template Categories

Category	Icon	What's Inside
All Templates	📚	All 30 templates
WhatsApp	💬	Subdivided into Utility (🔧), Marketing (📢), Authentication (🔐)
Instagram	📸	Welcome & away message templates for Instagram DMs
Messenger	💭	Welcome & away message templates for Facebook Messenger
Email	📧	Email automation workflows and broadcasts
SMS	📱	SMS automation workflows via Twilio (Pro plan)
Bol.com	📦	Bol.com order, shipment & return automations (Pro plan)

WhatsApp Utility Templates (11)

Template	Trigger	What It Does
Order Received	WooCommerce: order.created	Confirms new orders
Order Shipped	WooCommerce: order.completed	Notifies when order ships
Track & Trace	WooCommerce: order.updated	Sends tracking info
Order Cancelled	WooCommerce: order.updated	Notifies cancellation
Appointment Reminder	Event	Reminds about upcoming appointments
Payment Reminder	Event	Reminds about pending payments
Send Invoice	Event: order_received	Automatically sends invoice with new order
Payment Received	Event: order_received	Confirms payment has been received
Customer Support Menu	WhatsApp	Interactive support menu (Pro)
Product Inquiry Menu	WhatsApp	Interactive product Q&A (Pro)
Nog hulp nodig? (Need more help?)	WhatsApp window expired	Follows up when the customer didn't reply to your answer within 24 hours; closes after 2 days without a reply (Pro)

WhatsApp Marketing Templates (5)

Template	Trigger	What It Does
Welcome Message	Event	Greets new contacts
Away Message	Event	Auto-reply outside business hours
Discount Code	Event	Sends promotional coupons
Cart Reminder	Event	Recovers abandoned carts
New Collection	Event	Announces new products

WhatsApp Authentication Templates (5)

Template	Trigger	What It Does
Verification Code	Event	Account verification OTP
Login Code	Event	Two-factor login code
Password Reset	Event	Password reset code
OTP Code	Event	Transaction one-time password
Delivery Code	Event	Delivery verification code

Email Templates (10)

Template	Trigger	What It Does
Invoice by Email	Event: order_received	Automatically sends invoice via email
Order Confirmation	WooCommerce	Email order receipt
Abandoned Cart	Event	Email cart recovery
Password Reset	Event	Password reset email
Shipment Tracking	WooCommerce	Email tracking info
Review Request	WooCommerce	Request product reviews
AI Email Categorization	Email Received	Auto-categorize with AI (Pro)
Ticket Received	Email Received	Auto-confirm ticket creation
Ticket Assigned	Email Received	Confirm ticket assigned to team
Ticket Resolved	Ticket Closed	Confirm ticket resolution

Using a Template

1. Browse or filter by category in the sidebar
2. Click on a template card to see details
3. Click "Use Template"
4. The visual builder opens with the template pre-configured
5. Customize trigger settings, message content, and timing
6. Save and activate when ready

Templates that use WhatsApp

If a template from the library uses WhatsApp, the builder submits the recipe text to Meta as a new WhatsApp template when you save. For each {{n}}, you choose which variable goes in.

• Bugalou translates the recipe's variables to your trigger's data, so the customer receives the message filled in.
• If a variable has no data for that trigger (for example the delivery date for WooCommerce), "-" is sent, never "{{…}}".
• A normal WhatsApp message only arrives within 24 hours of the customer's last message. If the recipe sends a message later (after an order, after a delay, …), use the Send WhatsApp template step.

Read more about templates and the 24-hour window in Managing WhatsApp templates and Reply windows: 24 hours and 7 days.

Recipe: Nog hulp nodig? / Need more help? (Pro)

This recipe automatically follows up with customers who went quiet after your reply. It works on WhatsApp and is available on Pro and Enterprise.

• When: on an open WhatsApp conversation where your team or the AI agent replied last and the customer stayed silent until the 24-hour window closed. If the customer is still waiting for you, nothing happens.
• What: Bugalou sends an approved WhatsApp template once per customer message, for example the starter Follow-up after 24h with the "Yes, please" button. When the customer taps the button or replies, the window opens again and the conversation returns to your team.
• No reply: after 2 days without a reply the ticket is closed automatically, with "Closed automatically: no reply to the follow-up" in the conversation. You set the number of days on the trigger; with 0 the ticket stays open.

How to set it up:

1. Under Templates, pick the recipe Nog hulp nodig?. The builder opens with the trigger WhatsApp window expired and the step Send WhatsApp template.
2. In the step, pick your approved follow-up template or create one with + New template. {{1}} after "Hi" is set to the customer's name automatically.
3. On the trigger, set after how many days without a reply the ticket closes (default 2).
4. Save the automation and switch it on.

Meta decides the category of your template. Text that refers to the customer's own question, like the starter, is more likely to be approved as Utility than a generic question. See Managing WhatsApp templates.

Proactive WhatsApp recipes (Pro) (7)

These recipes send an approved WhatsApp template before the customer contacts you. They are available on Pro and Enterprise. In the step Send WhatsApp template, pick your template and a variable for each {{n}}. When creating a template, you'll find a matching starter under Start from an example.

Recipe	Trigger	What it does	Starter
Zending vertraagd (Sendcloud)	Sendcloud: Shipment Delayed	Message when the shipment had no new status for 3 days	Delayed delivery
Zending vertraagd (MyParcel)	MyParcel: Shipment Delayed	The same for MyParcel shipments	Delayed delivery
Gemist telefoontje	Missed call	Message when a customer called and nobody answered, so the conversation can continue on WhatsApp	Missed call
Reviewverzoek na levering (Sendcloud)	Sendcloud: Delivered	Waits 3 days, checks the customer is happy, then asks for a review	Review request
Reviewverzoek na levering (MyParcel)	MyParcel: Delivered	The same for MyParcel shipments	Review request
Retour ontvangen (Returnless)	Returnless: Return received	Message as soon as the return is in, once per return	Return received
Terugbetaling verwerkt (Returnless)	Returnless: Refund processed	Message as soon as the return is refunded, once per return	Refund processed

Good to know:

• Delay: you set the number of days without a status update on the trigger (default 3). Bugalou sends one message per delay.
• Review request: the starter Review request is a Marketing template with a button to your own review page (for example Google, Kiyoh or Trustpilot). Fill in the link on the button before you submit the template. The step Only if the customer is happy skips customers with an open ticket or a satisfaction score of 3 or lower in the last 30 days.
• Returnless: Returnless doesn't pass an order number; use the return number in the template.

Bol.com Templates (4)

Template	Trigger	What It Does
Order Received	Bol.com Order	Confirms a new bol.com order to the customer
Shipping Confirmation	Bol.com Shipment	Notifies when a bol.com order has been shipped
Return Confirmation	Bol.com Return	Confirms receipt of a bol.com return
Review Request	Bol.com Order (48h delay)	Asks for a review after delivery

Template Cards

Each template card displays:

• Large icon (e.g., 📦, 🛒, 🔐)
• Template name
• Category badge (Utility, Marketing, Authentication, Pro)
• Brief description
• Message preview in monospace font
• "Use Template" button