How to send HSM templates from Chat2Desk
- Knowledge base
- Features
- Templates
- How to work with WhatsApp Business API templates?
- How to send HSM templates from Chat2Desk
Sending templates from Chat2Desk
Templates work the same way across all providers.
Open a conversation with your customer and type the template markup manually in the message field.
A template consists of several lines:
| Line | Description |
|---|---|
| @HSM@ | This marker tells Chat2Desk you're sending an HSM template |
| template_name|language | The template name as defined in your provider's dashboard or Facebook Business Manager. Use lowercase with underscores. Specify language in format like en/ru. Check your template builder for the correct language abbreviations. |
| template variables | Template variables, if any. Add each variable on a new line in the order they appear in the template. Only include the value, not the variable type. |
You don't need to specify buttons in the markup as they're already configured in the template. If your template includes media, attach the file to your message.
After you send the template, the message displays the markup you entered. Your customer receives the complete template with all variables replaced.
| Text template without variables | Text template with variables | Media template | |
|---|---|---|---|
| What you type | @HSM@<br>first_template|en | @HSM@<br>second_template|en<br>John<br>Sarah | @HSM@<br>third_template|en<br>John<br>Sarah |
| What your customer receives | Hello. This is the sales team. | Hello, John. This is Sarah from the sales team. | Hello, John. *image* My name is Sarah, I'm from the sales team. How can I help you? • Call me • Message me • No thanks |
Save each HSM template in Chat2Desk's template library for quick access. Use placeholders to indicate where variables go:
@HSM@
greeting|en
customer name
operator name
This way you won't need to retype the markup each time.
HSM template charges are deducted from your deposit. To check your remaining balance, go to Settings > Accounts, select your WhatsApp Business API channel, and click the pencil icon.
Legacy template markup
The markup described below is the old format. From March 1, 2026, this format will no longer be supported. Templates using this markup don't support variables in headers and buttons.
| Line | Description |
|---|---|
| @HSM@ | This marker tells Chat2Desk you're sending an HSM template |
| template_name|language | The template name as defined in your provider's dashboard or FBM. Use lowercase with underscores. Specify language in format like en/ru. |
| header|attachment_type | The media type for media templates: video, image, document, or text. Only needed for media templates with attachments. |
| body|format_type | The main template text from your provider dashboard or FBM. Specify the format type (only text is supported). Add variables after the format type, separated by vertical bars |. |
| footer|content_type | Text that appears before buttons. Only text is supported. Skip this line if you're not using a media template with buttons. |
If your template markup includes body|text, it's using the legacy method.
| Text template without variables | Text template with variables | Media template | |
|---|---|---|---|
| What you type | @HSM@<br>first_template|en | @HSM@<br>second_template|en<br>body|text|John|Sarah | @HSM@<br>third_template|en|media<br>header|image<br>body|text|John|Sarah<br>footer|text |
| What your customer receives | Hello. This is the sales team. | Hello, John. This is Sarah from the sales team. | Hello, John. *image* My name is Sarah, I'm from the sales team. How can I help you? • Call me • Message me • No thanks |
