Templates is the shared library of reusable content behind everything Leena AI sends or generates — the emails that go out from workflows, the rich messages the assistant posts in chat, the letters produced during onboarding, and the WhatsApp messages used for notifications.

Content lives here rather than inside each product, so a message is written and approved once and reused wherever it is needed.

Where to find it

Open the Admin Console and select Templates. The library is split into four tabs, one per template type.

How the library works

Three things behave the same way on every tab.

Modules

Every template is tagged with the product areas it belongs to — Notifications, Workflows, Onboarding, and so on. You set these when creating the template, and they appear as chips in the list.

Modules do two jobs: they let a template be found from the product that needs it, and they determine which merge tags are available to it. Pick modules before writing content, and pick them deliberately — an untagged template shows NA and is harder to locate later.

Merge tags

Merge tags are placeholders that resolve to real values when the message is sent or the document is generated — an employee's name, ID, or request number. They're inserted from a picker rather than typed by hand, and the tags on offer come from the modules you selected.

Finding and editing

Each tab lists its templates with the title, who created it, when it was created, and its modules. Search matches partial keywords, and the filter icon narrows by Created by and Modules.

Create New opens a blank editor. Edit on any row opens an existing template.

Email templates

Email templates hold the HTML content that workflows, notifications, and lifecycle journeys send.

Creating an email template

Writing the email

The editor is fully customizable. Build the email from scratch, or paste in existing HTML and adjust it from there.

The text input offers a Merge Tags picker — a two-level dropdown of the variables available for your selected modules, written in plain language. Choosing one inserts a variable that personalizes the email per recipient.

Save creates the template. On an existing template the action becomes Save changes, with a confirmation step before the update applies.

What to watch for

Subjects are capped at 60 characters, enforced on save — trim before writing the body rather than after.

A merge tag dropped into the body but left unassigned also blocks saving, with a prompt to select a value for every placeholder. If a save is refused and the form looks complete, scan the body for an unset placeholder.

Bot templates

Bot templates are the rich messages the assistant posts into chat. Unlike an email, they carry attachments, buttons, links, and polls.

The tab has two views: Configure for the templates themselves, and Sync History.

Creating a bot template

The builder works through four numbered sections, with a live Preview alongside showing how the message will appear in chat.

Building the message

An action determines how employees interact with the message. Choose one type:

What to watch for

A template can carry a poll or CTAs, not both. Adding a poll removes the option to add CTAs, and a poll supports up to 6 options.

Switching action type after building one warns you first, because the content of the current action is discarded. Leaving the builder with unsaved work also prompts before discarding it.

Letter templates

Letter templates produce Word documents for employees — offer letters, confirmations, and similar formal correspondence — with custom placeholders and formatting.

Creating a letter template

Editing the document

Once uploaded, the document opens in a full editor with the usual formatting options. You can refine the uploaded file or build the letter from scratch.

As with email, the text input offers a Merge Tags picker holding the variables for the selected module. Inserting one personalizes the letter per employee at generation time.

What to watch for

Only .doc and .docx files are accepted as the source document. Other formats, including PDF, are rejected at upload.

WhatsApp templates

WhatsApp templates are the only type reviewed outside Leena AI. The WhatsApp Business API requires an approved template for any message sent outside an active 24-hour session, so Meta reviews each one before it can be used.

Creating a WhatsApp template

Alongside the form, a live mobile preview renders the template as it will appear on a recipient's device, updating as you type.

Writing the message

Content is structured into four blocks, matching WhatsApp's own template structure.

Merge tags follow the {{tag.name}} format and are inserted from the Insert Variable picker.

Choosing a category

WhatsApp enforces category-based policies, and Meta rejects templates whose content doesn't match the category they were declared under.

Getting it approved

Saving a new template submits it for review. It enters Pending, and Meta returns Approved or Rejected — usually within minutes to a few hours, occasionally up to 24. The result arrives by webhook and updates in the list on its own, with no need to refresh. Once approved, the template is available to Notifications, Workflows, and other modules.

Rejections come back with a reason. The usual causes are missing example values, content that doesn't match the declared category, or policy violations such as misleading content. Fix and resubmit.

What to watch for

Every merge tag needs an example value at submission — something like "John" for a name tag. Meta reviews templates in context, and ones submitted without example values are rejected.

Category is locked once approved. To change it, create a new template under the desired category and submit that separately.

Editing an approved template restarts approval. Body, header, footer, and buttons can all be changed, but the status returns to Pending until Meta re-approves.