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Create a WhatsApp Template

WhatsApp templates are mandatory to send a proactive WhatsApp message to your contacts. With WhatsApp explicit approval on that template message, you are not allowed to send a message to a contact. 


With i-genie, you can create and submit your WhatsApp templates directly to WhatsApp for approval. You can easily view all templates that are Approved/Rejected.


Currently available only on “360Dialog” as the WhatsApp API Provider


Guidelines: 

Before we start with creating the template with i-genie, let us first understand the guidelines about the WhatsApp template message set by the Meta team that the user needs to follow. 


  • * Clarity: Be specific and clear. The reviewers at Meta team may not know about the business and hence needs more clarity
  • * Avoid Promotion: Upselling, cold call message, sending poll to collect the data & including certain phrases that sound promotional are all considered promotional
  • * Spelling: Check for spelling and grammatical errors and proper formatting 
  • * Template Name: Make template name clear. Instead of using names like template or template0123 etc.. use name like welcome_new_user
  • * Clear context: Remember someone at the Meta team will be reviewing the templates and hence giving more clarity will give the reviewers more context about how the template will be used
  • * Appropriate Category: Choosing the appropriate category will increase the chances of getting the template approved from the Meta team. Various categories are Transactional, One Time Password & Marketing 
  • * Header: Adding a title or media file which will serve as the header of the message. User can use Title, Image, Video or PDF as the header



Building a WhatsApp Template: 

In-order to build template with i-genie, the user needs to follow the following steps


Step 1: Click on ‘Channel Configuration > WhatsApp > Template Message’ 

Step 2: Click on ‘Add Template’ to create new template

Step 3: Provide template name

Since we cannot use “Space” in the template name, for better understanding and identification, “_” can be used The message template name field is limited to 512 charactersWhatsApp Business Account can have upto 250 templates & each of them can have multiple language translations. For example: welcome_new_user translated in two languages counts as single message template in regards to this limitAvoid using template names like template123, templatenewuser etc..

Step 4: Select ‘Template Category’ from list of available categories

Step 5: Select ‘Language’ from available list

Step 6: Select type of ‘Header’ from available categories


There are 4 types of categories available under Header. They are:

  1. 1. Text
  2. 2. Image
  3. 3. Document
  4. 4. Video


Adding Header is optional and solely depends on user requirement


Text: 


Text will allow the user to add “Text” as an header to the message

60 is the character limit


Image: 


Image will allow the users to add Image as an header to the message


All the files with the extension .jpg, .jpeg, .png are supported as image


Document: 


The users will be able to add “Documents” as an header of the message 


Only the document with .pdf extension are supported in Header


Video: 

The users will be able to add “Video” as an header of the message


Only the video files with extension .MP4 will be supported and not larger than 50 MB


Step 7: Add message under ‘Body’ tab


The character limit allowed under “Body” tab is 1024


User can also format the text using various available formatting options like Bold, Italics or add emoji to the same


Step 8: Add Footer


Users can add notes as footers under the tab available. Footer notes act as an additional information related to the message sent


Footer note is optional and cannot be more than 60 characters


Step 9: Select type of action on message


The user can select what type of response they are seeking from the message, that is, do they want the visitor to call them for more information or visit their website or have no response at all. 


There are three types of actions that a user can select for the message


No Buttons: 


The user can opt to have no response back on the message that has been sent out to the visitors by selecting “No Buttons” 


By default “No Buttons” is selected


Call to action: 


Call to action buttons allow the user to provide option to visitor to either visit the website or call the customer care number 


The user will only be able to add two buttons 

In-order to configure the website and phone number, the user will need to configure the same by clicking on “URL” & “Phone” icon


Quick reply: 


Allows user to provide option to the visitor to quickly reply back to the message that has been sent 


Maximum upto three buttons can be added with the message


Step 10: Select Business WhatsApp Number

The number will only be visible here if the same is configured. “Click here” to know how to configure WhatsApp


Best Practice: 


Following are few suggestions to maintain high quality of messages 


  • * Message needs to be compliant with WhatsApp Business Policy 
  • * Send message to only those who have opted into receiving messages from your business
  • * Messages need to be highly personalised and useful to visitors. Avoid open ended messages 
  • * Keeping track of frequency of messages sent across to visitors during the day. Avoid sending too many messages in single day
  • * Informational messages needs to be optimised for content and length