✨ Updated feature alert
This feature update is available from Wednesday 28 October 2026.
Overview
Interaction Templates let Admin users create reusable email, text, and WhatsApp message templates. They help ensure consistent communication across your Centre and save time when sending frequent or repeated messages.
User Roles
This feature can be used by:
- Admin
Only Admin users can create Interaction Templates. Other roles may be able to use templates, depending on your Centre's permissions.
What's Changed?
- From Wednesday 28 October 2026: WhatsApp is now a Template Type, so you can send WhatsApp messages using pre-approved Meta templates.
- From Thursday 24 September 2026: an Awaiting field was added to template creation — a dropdown that lets you specify who a status applies to.
Steps to Create an Interaction Template
- Click Templates from the main menu.
- Select Templates to view all existing Interaction Templates.
- Click Create Template.
- Select the User Role this interaction will apply to.
- Choose the Template Type:
- Email — for email communications.
- Text — for SMS communications.
- WhatsApp — for WhatsApp messages, using a pre-approved Meta template.
- Use the Awaiting dropdown to specify who the status applies to.
- Click Create Template again to open the editor.
- Create your message using clear, consistent wording, then click Save.
Tips & Notes
- Email templates can contain up to 10,000 characters; text templates are limited to 140 characters per message.
- WhatsApp templates use the approved Meta templates synced from Integration Hub — set these up first.
- You can exclude specific learners from bulk communications from the learner's profile.
- Keep language simple and reusable so a template works across multiple situations, and review templates regularly to keep them accurate.
- Only Admin users can create or edit templates.
Terminology
The terminology used in this article may differ depending on your Centre's configuration.
Related Articles
- How to Send WhatsApp Messages to Learners from Enrol Onboarding
- Onboarding User Overview
- Import a User within Enrol Onboarding
Need Help?
If you need assistance, please contact Onefile Support or your internal support team.