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How to work with WhatsApp Business API templates (WhatsApp Dialog360)

How to Create an HSM Template and Send It via Chat2Desk

Contents

Stage 1. Creating a template in your 360dialog account

Creating a textual HSM template

Creating a media HSM template

Stage 2. Sending a template from Chat2Desk

 

 

Stage 1. Creating a template in your 360dialog account

  1. Log in to your 360dialog account following the link https://hub.360dialog.com/auth/login

  1. Open the WhatsApp Accounts tab. You will see all your accounts.

  2. Select the desired one and click on Manage templates. You will enter the section with all your templates.

  1. Click on + Add template. The new template creation window will open.

Creating a textual HSM template

  1. Enter the template name in the Name field. You can only use the Latin alphabet and underscores.
  2. Select a category. The category has no impact on templates. It is only for you.
  • Transactional;
  • Marketing;
  • One-Time password.
  1. Select a language.
  2. Leave the template type as it is — Standard (text only).
  3. Enter the message text in the Body section. The maximum length is 1,024 characters. The braces here indicate places for variables. The variables are words or numbers that change in every new message and shall be entered manually. They include the names of customers and operators, the numbers of orders, the time of day, etc. In short, they are any changeable parts.

For example, Hello, {{1}}. It’s {{2}} from the Sales Department.

You will need to enter variable values later, in Chat2Desk.

  1. Click on Preview and submit. The preview window will open.

Enter variable examples in the Example values fields, and you will see them in the Preview on the right. Then click on Submit. You will thus confirm the template, and it will appear in your account above other templates.

Then the template will be automatically submitted to Facebook for verification. As soon as it is confirmed, you will be able to send it to customers in Chat2Desk. We explain how to do it below.

You can forcibly verify your template. Click on the Synchronize with Facebook button to do it.

Creating a media HSM template

  1. Specify the template name using the Latin alphabet and underscores.

  2. Select a category.

  3. Select a language.

  4. Select Template style > Media & Interactive.

  5. Fill in the Header, Body, Footer, and Buttons blocks.

  6. Click on Preview and submit.

Header is the template header. Here you can paste a greeting, an image, a video, or a document. You can also specify a variable, for example, Hello, {{1}}.

Select the type of content — Text, Image, Document, or Video. You will attach the files later, in step 5.

Body is the main text with variables.

For example,

Hello, {{1}}.

My name is {{2}}. I’m from the Sales Department. How can I help you?

Footer is a text that encourages the reader to perform an action in the buttons.

For example, Select one of three options.

Buttons are buttons of two types.

  • Call-to-action buttons. Here you can specify a link to a website, a YouTube video, or any other landing, and enter a phone number. You can have two such buttons.
  • An instant answer — specify answer options so that a customer can respond to the chat in one click. You can have three of them.

Click on Preview and submit. The preview window will open.

If you have an attachment, you have to specify a direct link to the file as URL, for example, https://somesite.com/some_place/some_file.png. If you want to add a document, use PDF files because templates do not support DOC. 
360dialog attaches the link instead of downloading the file, therefore it shall be always accessible. 
Uploading files from cloud services, such as Google Drive, iCloud, etc., is not supported.

Stage 2. Sending a template from Chat2Desk

Open a chat with a customer and enter template lines from your 360dialog account manually.

The template consists of several lines:

 

@HSM@ 

This mark informs the service that you are sending exactly an HSM template.

template_name|language

Specify here the template name identical to the one in 360dialog. Use lowercase letters and underscores. Specify the language in en format. You can find the correct abbreviation for each language in the list of languages in the template builder. If you send a media template, specify the media parameter after the language.

header|attachment type

Specify here the type of the media template attachment. It can be a video, a photo, a document, or a text.

You only need the line for media templates with attachments. If you do not have them, you can skip it.

The line does not support variables.

body|data format type

This line is for the main template text, that you entered in your 360dialog account. You do not have to enter it again. It will be pulled up automatically.

Specify here the type of data format. Text is the only one possible. 

Specify variables, dividing them by a vertical line (|) after the type of data format. You can use several ones.

All variables shall be in the same line, without hyphenation.

You can skip this line if you do not have variables.

footer|content type

This line is for the text before CTA buttons or answer options.

Specify here the content type. Again, text is the only one possible. You do not need this line if you do not have a media template or buttons.

 

You do not need to specify buttons in the layout. They are already entered and built into the template, and buttons do not support variables.

After you send your template, the text you entered in your 360dialog account will be pulled up to the message. You will see the message with the layout. But the customer will receive an ordinary sentence.

 

 

Textual HSM template without variables

Textual HSM template with variables

Media HSM template

What you need to enter

@HSM@ 
first_template|en

@HSM@ 
first_template|en
body|text|John|Mark

@HSM@
second_template|en|media
header|image
body|text|John|Mark
footer|text 

What the customer receives

Hello. It’s the Sales Department.

Hello, John. It’s Mark from the Sales Department.

Hello, John. 

*image*

My name is Mark. I’m from the Sales Department. How can I help you?

  • Call me back
  • Text me
  • I don’t need anything

 

Save each HSM template in Chat2Desk templates for convenience. Specify exact words in place of variables. For example:

@HSM@ 
greeting|en
body|text|customer’s name|operator’s name

Thus, you will not have to create this template over and over again.

The sum for HSM templates is debited from your deposit. If you want to know your balance, open Settings > Accounts and channels, select the channel with WhatsApp Business API, and click on the pencil icon.

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