How to work with WhatsApp Business API templates?

WhatsApp Business API is a stable and convenient format for business interaction with customers or employees. If your company uses such an account instead of a personal numbered WhatsApp Business account, you will receive official permission from WhatsApp Inc. to send messages to customers first - however, there are a number of rules and restrictions to consider.

The first message to the customer must be a template (HSM). You can send messages with any text only if the client himself wrote to you first. After his last message you will have 24 hours to text back. In all other cases, communication should begin with HSM-templates, which are preliminarily agreed with WhatsApp Inc.

You can read more about WhatsApp Business API and features of using this type of connection in our blog.

Features of WhatsApp Business API templates

After approval by WhatsApp Inc. HSM templates will be available in the Chat2Desk system.

  • Each HSM template has a name (Facebook template name) assigned to it during registration.
  • HSM template may contain variable fields: e.g. client name, operator name, client request number, etc.

Example:

Dear customer! My name is {1}. Your reqiest №{2} has been reviewed and a positive decision has been made on it.

Here {1} and {2} are the variables of the fields: operator's name and request number respectively.

  • HSM-template can be presented in many languages. The language in which the client will receive this template can be specified when sent by the operator or selected automatically, depending on the language of WhatsApp application in the client's phone.
  • Sending HSM template at the first contact with the client or after 24 hours after the last message from the client is paid. Specify the cost and your WhatsApp Business API account provider.

How to send HSM-template to a client?

To send an HSM template to a client, use a specially generated message in Chat2Desk consisting of several lines. Use the shift + enter combination to translate a line.

An example of WhatsApp Business API template usage is shown in the table:

 

If the template contains variables and they are not specified in the message, such template will not be sent.

So, if there is a template with the name "first_contact_1", which informs the client about the result of consideration of his request type:

Dear client! My name is {1}. Your appeal {2} has been reviewed and a positive decision has been made.

Sending the following message from Chat2Desk:

The client will receive a message of the following kind:

Dear client! My name is John. Your appeal №1121 has been reviewed and a positive decision has been made.

We recommend you to create templates for quick answers in Chat2Desk with the required fields in Settings > Templates. When sending such a template to the operator, you will only need to replace the values of the variable fields on the corresponding lines of the template.

Sending HSM template media (only for CM.com provider)

WhatsApp Business API provider CM.com allows sending media templates with attachments: photos, documents, contacts, etc. to customers.

After the media template is created and approved in CM.com personal account, you can send it from Chat2Desk using an additional variable |media:

We recommend you to create templates for quick answers in Chat2Desk with the required fields in Settings > Templates. When sending such a template, the operator will need to replace the values of the variable fields on the corresponding lines of the template.

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