WhatsApp templates
Overview
When using the WhatsApp channel, to start a new outgoing conversation, you will need to send a bot containing a message template (Template) pre-approved by Meta. As soon as the contact's response is received (you can't interact with a subsequent message again until your bot receives a response), you'll be able to continue the conversation as normal, sending and receiving messages without the use of templates.
If you try to open a new conversation with a standard message (non-pre-approved template), it will be rejected by WhatsApp.
Send your WhatsApp templates to support@webio.com and once they approved, you can use them on a Listening Steps to open (Or re-open) a conversation happening on the WhatsApp channel.
Please note that the validity of a Whatsapp message is 24 hours. If you want to resume the conversation after 24 hours (from the last message received from the contact) you will have to send the template again.
WhatsApp templated Listening Step configuration
From the ACTION block select LISTENING and drag and drop the card on the building area.
- In the VALUE TO GATHER field, decide what's the fieldname where the customer response will be stored.
- Select Data or Custom ID - Learn more - Listening Steps To Gather Data (New Web App)
- Enable the Template Message option.
- Select from the list the desired template.
- Save the step and/or continue building your bot.
If you receive an error message, check that you are still within the validity period of the conversation. This is 24 hours from the customer's last message. You can check this by looking for the timestamp of his last message on the left side of the conversation panel, messages sent from Webio, on the other hand, are displayed on the right side.
Customised WhatsApp template
Customised templates require variables (E.g. {{1}} - {{2}} - {{3}} ..) that needs to be stored in your Campaign File. To use these values, simply select the fieldname/s on your spreadsheet file where you stored the contact's custom value/s. The Bot will then retrieve the value/s associated with the contact’s channel address, ensuring that your template is populated with the correct information. By doing so, you can personalize your communications effectively, making them more relevant and engaging for your audience.
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