Support your customers on Whatsapp!

 Facebook recently opened the Whatsapp API for business and Brand Embassy is here to help you get the approval!

Due to strict privacy rules, the customers have to opt-in to communicate with you and the conversation closes after 24 hours after the last message was sent. If you want to reach out to your customers, you will also need to have Facebook approved templates.

 It might sound complicated now, but your Account Manager and our Solution Designers are here to help you on every step of the way!

Create interactive messages in Brand Embassy

Whatsapp offers interactive messaging that enhances the customer experience. Now, you can define those messages directly on Brand Embassy. Let’s see how to create and use message templates.

Templates

Go to social channels/whatsapp enterprise and click on Message templates.
You can create up to 100 templates.

Use categories button to create new custom categories and text template button to create new templates. Categories are not mandatory, but they can be used to better organize individual templates.

When creating a text template, fill out each field accodingly:

Template definition

Name: simple text input, this field is not used by Whatsapp and can be later edited
Whats app template name: use only lower scale letters and use symbol _ to separate individual words (new_testing_text_template_no_2)
Language: choose one of the language codes
Whatsapp category: categories provided by whatsapp for their internal purposes
Category: choice of categories, this field is not used by Whatsapp and can be later edited

Parameters

Template text: Allows to add text containing variables (such as Dear {{1}} thank you for contacting us. The technician will arrive on {{2}}). 
The variables need to be added in numerical format within double curly brackets. Each variable will be added as a field within the agent console. Number of variables is not limited, but the text of the template has maximum length of 255 symbols.

Make sure that the text is in final form, it cannot be edited later!

Approval process

Once the template is saved, it is sent to Whatsapp for approval. You can check template's status in the Message Templates overview.

When the status of the template is approved, it will appear in agent's console. If the template was rejected, the rejected reason column will be updated with brief information. 

Updating existing templates

It is not possible to edit any part of the saved template except for fields that are used only within our own solution!

The only possible fields that can be updated once the template has been saved are Name and Category fields.
If you need to update other fields, you have to create a new template and delete the old one.

Using template in Agent Console

Agent will have the message template available for Whatsapp channel this template is assigned to. The selectbox in the form shows the templates sorted in categories they belong to. Once a template is selected,
agent can add additional information into fields marked by each of the values ({{1}}, {{2}}...) that the supervisor added. 

Once the template is sent, it appears in the conversation thread: