WhatsApp Templates

A WhatsApp message template approved by Meta allows you to start a business-initiated conversation with your customers by sending a template message. You can also use the WhatsApp message template to send a WhatsApp campaign to the target recipients who have already opted in, which will allow you to send a marketing message to them.

Your customers' or visitors' replies to your WhatsApp template message are an excellent start to convert the initial message into a two-way communication in which you build a good relationship with them.

Sync your WhatsApp Templates to CINNOX and create your first WhatsApp Campaign for your customers.

WhatsApp Templates and their Usages

Marketing

• Promotional Offers: Send special discounts, limited-time offers, or new product announcements to your customers.
• Event Invitations: Invite customers to webinars, product launches, or special events.
• Customer Engagement: Share newsletters, updates, and engaging content to keep your audience informed and interested.

Utility

• Order Updates: Notify customers about their order status, shipping details, and delivery confirmations.
• Appointment Reminders: Send reminders for upcoming appointments or reservations.
• Service Notifications: Inform customers about service outages, maintenance schedules, or important updates.

Authentication

• Two-Factor Authentication (2FA): Send verification codes to customers for secure login or transaction processes.
• Account Verification: Confirm customer identities during account creation or changes.
• Password Reset: Provide secure links or codes for customers to reset their passwords.

Using these templates can streamline your communication and enhance customer satisfaction.

 

Create WhatsApp Templates

There are two ways to create WhatsApp templates:

1. In your 360dialog Client Hub
   Please refer to Template Message Management to learn how to create and manage your template message in your 360dialog Client Hub.

2. In your Meta - Business Manager > WhatsApp Manager
   Please refer to Create message templates for your WhatsApp Business account to learn how to create message templates in Meta.

Add New Template

For Authentication Template as an example:

• Click Add template in your 360dialog Client Hub
• Name your new template, e.g., sample_otp_en
• Select Authentication for Category
• Allow Category Change. Keep it "Yes".
• Template type is fixed to "Media & Interactive".
• Select the Language in the dropdown.
• Enable the "Security disclaimer".
• Enable the "Expiration warning.
• Set the time indicator, like "5", for 5 minutes. This value would indicate the number of minutes the password or code is valid. Minimum 1 and maximum 90 minutes.
• Select the button "Copy Code", then name the button "Copy code".
• Review the Body and Footer and the Preview to see if all are set.
• Click Preview and submit.
• Click Submit template.
• Enter the OTP code sent to your registered email and click Continue

Please wait until the template is approved; it might take up to 48 hours.

Known Limitations

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• The message template name field is limited to 512 characters.
• The message template content field is limited to 1024 characters.
• A template can only be edited when it is in a state of Approved, Rejected, or Paused. A template can be edited once per day, up to 10 times per month.
• WhatsApp Business Accounts can only create 100 message templates per hour.
• Message Template Variable:
  • Does not support new lines, tabs and more than 4 consecutive spaces in its field.
  • Does not leave its fields blank.
• Message Template Header:
  • Supports Text
  • Does not support the "Location" type.
  • Only supports an uploaded file or an inserted URL of the media types in the Header field.
• Message Template URL:
  • Should end with a file type, e.g., if the media type is an image, the URL format should be "https://xxx.jpeg".
  • Does not support the shortened URLs.
• Message Template Media
  • Refer to the Media Specifications by Meta for the supported content types and the post-processing media size in the template.
• Editing the WhatsApp Template on both CINNOX and 360dialog concurrently may cause discrepancies, resulting in the agent see a new version is sent out while the visitor receives the older one.

 

Sync WhatsApp Template

• Log in to your CINNOX dashboard. Navigate to Campaigns>Templates.
• Select the WhatsApp Template tab.

 

• Click Sync to sync with your 360dialog Client Hub to update your template list in CINNOX.
• ClickYou can also click Add Template on 360dialog to create templates in your 360dialog Client Hub.
• After creating templates in your 360dialog or WhatsApp Business account, you must click Sync to sync CINNOX with your 360dialog Client Hub to update the template list.

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Only approved WhatsApp templates can be used to create WhatsApp Campaign.

 

Search for WhatsApp Templates

• To search campaigns, type the template name in the box and click the dropdown menu to select the source of the Template you are required to search for. Relevant results are displayed on the template list.

 

• You can also click the filter to search for the required Template.

 

• Click the dropdown menu of Category to select the category of the Template, namely, All, Marketing, Utility, or Authentication.

 

• Click the Status dropdown menu to select the template templates, namely, All, Approved, Pending, Rejected or Submitted.
  Relevant results are displayed on the campaign list.

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The templates are listed in alphabetical order.

 

Preview your WhatsApp Template

To preview the WhatsApp Template:

• Log in to your CINNOX dashboard. Navigate to Campaigns>Templates.
• Click the dropdown menu to select the source of the Template you will preview. Or type in the search box for the template name you will preview.

 

• Select the Template you will preview and click More(...) then Preview.

 

• The template preview is displayed on the right side of the page.

 

Create a WhatsApp Campaign

For your convenience, you can create your WhatsApp Campaign once your Template is approved and synced on the Templates page.

• Click the dropdown menu to select the source of the Template you will use to create a campaign. Or type in the search box for the template name you will use to create a campaign.
• Select Create WhatsApp Campaign for the Template you will use to create WhatsApp Campaign.

 

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To know how to Create WhatsApp Campaign, please refer to our Guide's Creating WhatsApp Campaign for more details.