You've requested a WhatsApp number, and now you need to respond to messages within 24 hours. In this article, we'll describe step-by-step how to add a template to your environment and what it should contain.
- WhatsApp Business Solution
- Error message when sending response
- Creating a template
- Modifying or Removing Templates
- Inserting emojis and shortened links into template
- Sample Templates
WhatsApp Business Solution
Our WhatsApp Business Solution allows organizations a 24-hour window to respond to received messages. After this period, it's no longer possible to send a personal message. If you can't respond within 24 hours, you have the option to send an automated message to your contact via a template.
The goal is to encourage your contact to send another message, allowing you to continue the conversation after a 24-hour hiatus. By receiving a new message from the contact, you regain the ability to continue the conversation in the usual manner.
Error message when sending response
If you receive an error message stating that your template cannot be sent, you may have added paragraphs to your template. It is not allowed to add paragraphs to the text of a template. A template must be sent exactly as requested. If you use paragraphs in your template, it will be rejected.
To get around this problem, you can request a template with paragraphs from META. That way, the template will be sent exactly as requested, with the paragraphs in the same place as in the original template request. This ensures that the desired templates are sent smoothly. Send your request to support@obi4wan.com.
Creating a Template
- A template's name can contain a maximum of 512 characters.
- The text within a template can have a maximum of 1024 characters. You can also add variables, known as placeholders, to the template text. This allows fields to appear where webcare/KCC staff can enter a name and/or subject, making the message more personalized.
- Provide the template text and name in the request form.
Once the request is received, the template is submitted to WhatsApp. After approval, the template will be added to your environment.
Lastly, there is no maximum limit to the number of templates you can use.
Modifying or Removing Templates
If you want to modify a template, please consider the points mentioned above. The modified template can then be emailed to support@obi4wan.com, with your account manager in CC. Templates that need to be removed can also be emailed to support@obi4wan.com, with your account manager in CC.
Inserting emojis and shortened links into template
It is possible to add emoticons and a shortened link in a template. If you use a template within the webcare module, you will see 2 options to add emoticons or a shortened link. You will see these 2 options under the heading where you can adjust the parameter.
Sample Templates
Sample 1:
Dear {{1}}, we have an update about {{2}}. Could you please send us a response so we can provide you with additional information?
{{1}} = Name
{{2}} = Subject
Sample 2:
Hi, thank you for your message. Unfortunately, we are closed on weekends, so we haven't been able to respond to your message earlier. If you still need assistance, please let us know by replying to this message. We will get back to you promptly. If you no longer require assistance, there's no need to reply, and we will close this conversation.
Sample 3:
Dear {{1}},
We would like to get in touch with you to share information.
However, due to WhatsApp regulations, we can only do so after a response to this message.
Could you please send us a response?
Sample 4:
Thank you for your message. You asked us a question over the weekend. We can only respond on business days from 08:30 to 17:00. Is your question still relevant? If so, please reply to this message. We are here to assist you.
Sample 5:
Hi, thank you for your message. Due to high demand, we couldn't respond to your message within a day. We will try to answer your question as soon as possible, but we do need a response to this message to proceed. If your question or issue has been resolved in the meantime, there's no need to reply to this message, and we will close this conversation. We apologize for any inconvenience!