Customising your WhatsApp notification templates

Summary

Torqueflow sends seven types of WhatsApp notification using Meta-approved message templates - status updates, car-ready alerts, quote-ready, finding alerts, appointment reminders, the first-message welcome, and the after-hours auto-reply. By default every Torqueflow garage uses the same shared templates. If you need a branded variant or your own Meta-approved template (for example, because you have rewritten the copy to match your brand voice), you can swap in your own template ID for any of the seven types from this page.

This is an advanced setting. Most garages never need to change it.

Prerequisites

• You are an Owner or Manager with settings.whatsapp.manage.
• WhatsApp is connected on your organisation (the WhatsApp Business Account card shows a green Connected badge).
• You have a Meta-approved message template ID to use (a 34-character string starting with HX).

Steps

Viewing your current template IDs

1. Go to Settings > WhatsApp.
2. With WhatsApp connected, scroll to the Notification Templates card.
3. The card lists all seven notification types. Each row shows:
   • The notification type and a one-line description of when it is sent.
   • The body pattern Torqueflow uses for that notification (read-only reference).
   • An input box pre-filled with the template ID currently in use.

Editing a template ID

1. Find the row for the notification type you want to customise.
2. Type your template ID into the input box. It must:
   • Start with HX.
   • Be 34 characters in total.
   • Contain only letters and numbers after the HX prefix.
3. Click Save to apply your changes. The button is disabled until at least one input has been edited.
4. A success toast confirms the save. The new template is used on the next notification of that type.

Resetting a single row to the default

Each row has a Reset to default action. Use this when you want to drop your override and go back to the shared Torqueflow template. The input repopulates with the default ID; click Save to apply.

What an empty box means

An empty input box means “not configured” - which equates to “use Torqueflow’s default template”. This is not the same as “configured as empty” (which would block notifications entirely). If you want to skip Torqueflow’s default but have nothing of your own to fall back to, the right move is usually to disable that notification at the source instead.

What happens when you reconnect WhatsApp

If you disconnect and reconnect your WhatsApp Business Account, your custom template IDs are overwritten with Torqueflow’s defaults. This is a known limitation of the connect flow - it re-seeds the template list as part of the handshake. After reconnecting, return to this page and re-enter any custom IDs you previously had.

Expected Outcome

• The template IDs in use for each notification type are visible at a glance.
• You can swap any of them for your own Meta-approved variant.
• Saving an empty input falls the row back to Torqueflow’s default.

Troubleshooting

Problem	Cause	Fix
The Notification Templates card is not visible	WhatsApp is not connected on your organisation	Connect WhatsApp first (see Configure WhatsApp and Communication Settings)
The inputs are read-only with a “Connection in progress” hint	Your WhatsApp sender is still registering with our messaging provider	Wait a few minutes for the registration to finish, then refresh
Save fails with “Template ID is invalid”	The ID does not match the expected format	Confirm the ID starts with HX, is 34 characters total, and contains only letters and numbers after the prefix
Custom IDs disappeared after a reconnect	The connect flow re-seeds the templates to defaults	Re-enter your custom IDs after reconnect (see “What happens when you reconnect WhatsApp” above)
A specific notification stopped sending after editing	The custom ID points at a template that has been removed, paused, or rejected	Check the template’s status in your provider account. Reset the row to default while you investigate

Notes

• The seven template types are: status update, car ready, quote ready, finding alert, appointment reminder, welcome, and after-hours auto-reply.
• Template IDs are public identifiers - they identify a template, not authenticate access to it. They are not secret.
• Customisation here changes the template Torqueflow asks the messaging provider to send. The provider still requires the template to be Meta-approved on the receiving end; otherwise the send fails.
• This is the only place to configure template IDs. There is no command-line or import alternative.