NicoChatNicoChatDocsSearch the docs…
Sign in
Flow Builder/Live Chat/Chat Tools/Message Templates

Message Templates

Message Templates are ready-made message sequences that a human agent can send with a single click during a conversation in Live Chat, instead of typing everything manually.

2026-08-12
Note
Where to find it: inside a conversation in Live Chat, click the "+" icon in the top right corner to open the "Chat Tools" panel and select "Message Templates".

How it works

Each template is made up of a sequence of steps, run one after another when the agent chooses the template to send. The available steps are:

  • Message — a plain text sent to the contact.
  • Wait — a pause between steps (from 1 to 15 seconds), useful for giving messages a more natural spacing, as if they were being typed.
  • Image, Video, Audio and File — media sent as part of the sequence.

A single template can have up to 10 steps, combined in whatever order makes sense (for example: Message → Wait → Image → Message).

Attention
Each media item sent in a step (image, video, audio or file) has a 15 MB limit.
Note
The text of Message steps is sent exactly as written — you cannot insert dynamic variables (such as the contact's name) that adjust automatically for each person.

Organizing templates with Labels

Templates can be given up to 10 organization labels — free-form labels, created and reused within the workspace — that help you find the right template in a longer list. These labels can optionally be linked to a contact field: when a template with that label is sent, the value of that field is automatically updated in the contact's record. This is useful, for example, to record which stage of the service the contact is in, based on the template that was sent.

Labels are shared across all templates in the workspace: renaming or removing a label affects every template that uses it.

Sending a template during a conversation

  • If the conversation is outside the window allowed for sending messages on the channel (a common rule on channels such as WhatsApp, which have a limited service window), sending may be blocked or may require an additional action before the template is sent.
  • Sending a template may reactivate the automatic flow (bot) for that contact, depending on the channel settings — that is, a manual send is not necessarily isolated from the automation.

Draft and active

A template can be saved as a draft while it is being built, and marked as active when it is ready to appear in the quick send list during conversations.

Note
This feature should not be confused with other areas of the system with similar names: neither the content templates used inside the flow builder (bot), nor the library of ready-made automations available to install. If you already use an area called "My Templates/Apps" elsewhere in the menu, it is worth confirming with the team whether it is the same feature described here or a different one — the technical origin of the two is distinct.

See also