WhatsApp Message Templates
Message templates are used to initiate conversations with customers. Unlike other types of messages, message templates are the only type of message that can be sent to customers who have yet to initiate a conversation with you, or who have not sent you a message in an existing conversation thread within the last 24 hours.
Message templates must be approved before you can send them to customers. In addition, templates may be disabled automatically based on customer feedback. Once disabled, a message template cannot be sent to customers again until its quality rating has improved or it no longer violates our business or commerce policies.
Message Template Category
All message templates are classified into three categories, which are Authentication, Marketing and Utility.
Templates submitted under an incorrect category are likely to be rejected. Please refer to definition and example below:
AUTHENTICATION templates enable businesses to authenticate users with one-time passcodes, they are the most restricted.
Examples:
"{{1}} is your verification code. For your security, do not share this code."
"{{1}} is your verification code. This code expires in 15 minutes."
MARKETING templates enable businesses to achieve a wide range of goals, including brand awareness, sales, retargeting, promotion and build customer relationships.
Examples:
"Hi {{1}}, I am {{2}}, your virtual assistant at iSlash. Please reach out if I can help!"
"Christmas is around the corner! Join us at {{1}} on the November 24 to celebrate. For more details about our event, click {{2}}."
"Hi {{1}}, as a thank you for your last order, please enjoy 30% off your next order. Click [Redeem] button below to redeem your discount code."
UTILITY templates must include specificity about the active or ongoing transaction, account, subscription or interaction to which they relate.
Examples:
"Your order {{1}} is confirmed. We will let you know once your package is on its way."
"Reminder: Your monthly subscription to {{1}} will be billed on {{2}} to the card you have saved on our system."
"Thanks for confirming the opt-in! You'll now receive notifications via WhatsApp."
Let's create Message Template
Once you have logged into iSlash AI Platform, follow these steps:
Settings > Message Templates > Create
Creating Your Message Template
Namespace
: From the dropdown menu, select the WhatsApp API channel for which you want to create the template.
Template is visible to
: From the dropdown menu, select the user group for which you want to create the template. The default selection is "All Groups."
Name
: When naming the message template, use only lowercase characters (a-z), digits (0-9) and underscores (_). The message template name field is limited to 512 characters.
Example: intro_message01
Important Notes When Naming the Message Templates -
The message template names must be unique to both existing and deleted message template.
Category
: Please refer to the "Message Template Category" section above and select the appropriate category to ensure approval.
Language
: From the dropdown menu, select the language of the message template.
Header *Optional to add
: From the dropdown menu, you may choose to have no header, input text, or attach Image, a PDF Document and Video as the message Header.
When selecting Image, Document or Video as the message Header, you will be required to upload a sample for approval.
Body
: Enter your message content here. The message template content field is limited to 1024 characters.
Message templates support variables, which means you can replace them with any text when sending the message. The format for variables is {{number}}.
For example, if your message has two variables, they will look like {{1}} and {{2}}. Variables must always follow the correct order, like {{1}}, {{2}}, {{3}}, and {{4}}.
You'll be required to fill in a sample for each variable for approval.
Footer *Optional to add
: Enter your footer note here. The footer text will appear below the message body in italicized, grey-coloured text. There is a restriction of 60 characters maximum.
Buttons *Optional to add
: Buttons are interactive elements included in the message template to prompt recipients to take specific actions, such as clicking a link or replying to the message.
Example of a set of buttons:
There are four types of button, including Quick Reply, URL, Phone Number, Flow.
Types of Buttons in Message Template:
A) Quick Reply Button provides users with a button to quickly reply with a pre-defined text message.
B) URL Button directs users to a specific website.
C) Phone Number Button provides users with a button make a phone call to a specified contact number with one click.
D) Flow Button opens a WhatsApp In-App form.
Important Notes When Creating Buttons for Message Templates -
1) A Flow Button cannot be combined with other button types in the same template.
2) You can include one Quick Reply Button, one URL Button, and one Phone Number Button in a single template.
3) Templates are limited to one phone number button.
4) A template cannot have more than two URL Buttons.
For the updated full guide and restrictions on Message Template, please refer this link.
Submit for Approval
After filling in all the fields, click "Save" and submit the template for approval. Once the status changes to "Approved," you can use the template to send messages to individuals and for broadcasting.
Check Message Template Status
Click the Sync button to check the status. Approval usually takes anywhere from a few minutes to a few days.
Suggestion to kick start
Create a generic message template, under the category of Marketing Message Template, in English Language, with content body as below:
Hi {{1}}
feel free to let me know if any questions.
Official Guideline for creating template message
https://www.facebook.com/business/help/2055875911147364?id=2129163877102343