Objective

Creating and using WhatsApp message templates with Jumper.ai.

Applies To

• Jumper
• WhatsApp
• Message Templates

Procedure

Twenty-four hours after the end-user’s last incoming message, businesses are only allowed to reply with Template Messages. Alternatively, businesses can start a new conversation with contacts that have opted-in using Template Messages.

To use a message template, you must first submit it to WhatsApp. WhatsApp reviews and approves each message template, typically in 48 hours or less, to maintain high-quality content and avoid spam. After WhatsApp has approved your template, you can use the message template to send notifications.

1. Access the Message Templates on the Jumper Dashboard here.
2. On the Dashboard, go to Sales Channels > WhatsApp > Message Templates.
3. Select Create New Message Template.
4. Continue through the sections below to customize your message templates.

For more information, refer to WhatsApp's Message Template guidelines.

The 24 Hour Window Explained

Creating a Message Template

• Template Name: Must be a unique name and can only contain lowercase alphanumeric characters and underscores. Tip: Use a name that helps WhatsApp’s reviewer understand the purpose of your message, for example "order_delivery" rather than "template_1."
• Template Language: Select from the languages provided by WhatsApp.
• Template Message Type: Select the category that best fits your use case.

Template Message Types or Categories

• Account Update: Let customers know about updates or changes to their accounts.
• Alert Update: Send important updates or news to customers.
• Appointment Update: Send confirmations, reminders, or other updates to customers about their appointments.
• Auto-Reply: Send auto-replies to customers when your business isn’t online or available to respond right away.
• Issue Resolution: Respond to questions, concerns, or feedback from customers about your business.
• Payment Update: Send a message to customers about their payments.
• Reservation Update: Send confirmations, reminders, or other updates to customers about their reservations.
• Shipping Update: Send shipping updates to customers about their orders.
• Ticket Update: Send ticketing information or updates to customers.

• Header (Optional): The text of the message that you want to send as Header.
• Message Body: The text of the message that you want to send.
• Buttons: You can choose either Quick reply or Call to action buttons. Each button needs to contain text of no more than 20 characters (emojis, newlines, and underscores are not allowed).
  • Choose "Add New Button" to predefine button responses that users can easily tap to respond. WhatsApp allows a max of 3 quick reply buttons.
• Footer (Optional): The text of the message that you want to send as Footer of the message.

Call to Action using Buttons

Select Buttons to generate buttons that trigger a phone call or open a website when tapped. You can add a maximum of two CTA buttons.

Note: The two CTA buttons need to be unique. One button can trigger a phone call and one button can open a website. They cannot both trigger the same action.

Call to Action using Quick Replies

Select Quick Replies to generate buttons that trigger specific actions when tapped. You can add a maximum of three Quick Reply buttons.

Note: The three Quick Reply buttons need to be unique. Two out of three can not have the same action. Use Custom Payload to trigger any bot flow.

Template Messages Best Practices

To avoid your Template Messages from getting rejected, it’s best to familiarize yourself with the guidelines when creating a Template Message. WhatsApp has the right to reject your templates for any of the reasons discussed below.

Formatting and Language

Your Template Messages have to be in the correct format. Incorrect formatting including misspellings and grammatical errors could give the wrong signal that your message is spammy and untrustworthy.

Next, the language selected must be supported and match the content of your Template Message. If you select Hindi as your message’s language but the content is in English, it’ll get rejected. A mixture of languages will also not be approved.

WhatsApp Business API Template Messages Best Practices

URL previews do not show by default. This feature depends on your BSP, so double-check with them if you need this feature. If you’re using a proxy API, you'll need to add an extra line of code to tell the API you’re sending a URL with a preview.

Template Messages Quality Rating and Status

To sum it up, it’s best to abide by these guidelines. Template Messages that do not meet WhatsApp’s standards may prompt contacts to block you. When blocked, your Template Message quality will drop to low and it changes your template status to Flagged.

WhatsApp Business API Template Messages Quality and Status

• High - Green
• Medium - Yellow
• Low - Red

If your template quality does not improve from low to medium or high in 7 days, WhatsApp will disable your templates and you can no longer edit or send them out. You’ll be notified via email when your template’s status changes to Flagged or Disabled.

To prevent this, ensure that your contacts have opted-in according to WhatsApp’s guidelines. Avoid sending too many notifications in a day and make sure your content is highly relevant and useful for them.

Indonesia and Mexico Markets Only

As of October 2020, WhatsApp began rolling out non-transactional notifications in countries like Indonesia and Mexico, with more countries to come. This includes templates with promotional or marketing content.