How to work with WhatsApp Business API templates (WhatsApp CM.com)

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 break the line.

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

Line number Content Example
Line 1

@HSM@

Due to this mark Chat2Desk understands that the operator is sending an HSM template, but not the random message

@HSM@
Line 2

Template_name|Language 

 

The second line is for the template name. This is a Facebook template name. Contact your WhatsApp Business API provider for template names.

After the name there is a template language divided by a vertical line. If you don’t stipulate the language or the language is not supported, the template will not be sent.

Languages: en – English, ru – Russian, etc.

@HSM@

template_name|en

Line 3

Mr. Swanson
 

The first variable in the template. If there are no variables in the template, don’t fill them.

@HSM@

template_name|en

Mr. Swanson

Line 4

1703

The second variable in the template. Each variable value should be written on the new line of the template

@HSM@

template_name|ru

Mr. Swanson

1703

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 media HSM-template

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 to the operator, you will only need to replace the values of the variable fields on the corresponding lines of the template.

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