Template messages (prerogative of WhatsApp Business API accounts) are message templates that are used to send a message on WhatsApp to a contact who hasn't been in touch with your company before or who hasn't replied to an existing chat since at least 24 hours. These templates must be pre-approved by WhatsApp in order to be used. It is a rule imposed by the WhatsApp API to limit excessive spam from companies to users, and in this way preserve the efficiency of this channel.
How do they work?
If a company wants to contact a new number for the first time, it will have to use a template.
Once the contact replies (or writes the first message to the company), it will be possible to reply with all the necessary messages (free text and files of any type) during the first 24 hours (these are defined as session messages).
To sum up:
The company wants to contact a new contact, or write to an existing contact more than 24 hours away > the company must use a template
The contact writes to the company > the company can respond freely for 24 hours.
How to create your own Template list?
Once the WhatsApp Business API profile is approved, our support team will contact you to choose the template messages you may need and request approval by WhatsApp.
Note: models must contain one (and only one) variable; in our case, we recommend that the variable be the name of the agent which can be configured from "My profile". At the same time you can choose to use the variable (the variable has no word limit) to enter any other information needed to communicate with your customers.
Important: WhatsApp typically approves very simple templates like this: Hi {{1}}, thanks. This means that in general you can use this template to write to customers with maximum freedom.
Types of Templates that can be approved.
There are various types of templates, which can be used depending on the desired use case, let's see them in detail.
Text templates
From the term, they are messages that contain only text. As mentioned above, since the variable has no length limitations and can be filled in when the message is sent, we advise all businesses to request the approval of templates such as these:
Hello {{variable}}, thank you.
Which could become for example:
Hello {{I'm Carlo from Callbell, I need to contact you regarding your request. Could you tell me your availability?}}, thanks.
These are other examples of text templates that are normally approved by WhatsApp:
Customer support
Bye! I'm {{1}}, from Tim customer service, we received a message from you. How can we help you?
Hi, I'm {{1}}, thank you for contacting us. You can contact us at this WhatsApp number to receive all the answers you need. We remain at your disposal, greetings!
Bye! I'm {{1}}, from Tim customer service and we're processing your request.
Update
I'm {{1}}, I'm contacting you at Vodfone for information about your order.
Hi, I'm {{1}} from Autoricambi Rossi; The estimate you requested is ready. If you confirm, I'll send it to you.
Appointment
Hello, I'm contacting you from Vodafone to remind you of your appointment for {{1}}.
Template with Attachment
They are template messages, which in addition to the text with variable allow you to add an attachment (document, PDF, Image). They can be very convenient when you need to send a document (for example an invoice, a quote, or a photograph) without having to wait for a response from the user.
An example of a template with an attachment could be:
Hello {{variable}}, thank you. + PDF attachment
Which could become for example:
Good morning {{as requested, we attach the payment receipt you requested, we remain at your disposal}},
thank you. + PDF payment receipt
Note: The file to be attached may be different and selected at the time of sending, and also in this case the text variable is fully customizable.
Interactive templates (with quick responses or calls to action)
These message templates are unique to the WhatsApp Business API. As for the templates with quick replies, they allow you to enter up to three quick replies, which will then be clickable by the user who receives the message.
Templates with Call to Action (CTA), on the other hand, allow you to insert up to two buttons, which will then be clickable by the user who receives the message. The two buttons will be able to perform the following actions: redirect the user to a link of your choice and/or redirect the user to a telephone call.
Note: messages with quick responses or CTAs can also contain a {{1}} variable.