Setting up WhatsApp Message Templates

Objective

Setting up WhatsApp Message Templates

Applies To

• Jumper
• WhatsApp Broadcasts
• WhatsApp Template Messages
• Live Chat

A WhatsApp Message template is required to start a business-initiated conversation. These conversations can be customer care messages or appointment reminders, payment or shipping updates, alerts, and more.

WhatsApp Message templates are used to initiate conversations with customers. Message templates are the only type of message that can be sent to customers who have yet to initiate a conversation with you, or who have not sent you a message in an existing conversation thread within the last 24 hours.

These Message templates ensure that business-initiated communication follows WhatsApp guidelines.

Jumper’s WhatsApp Template allows one to send messages to their customers via Broadcast or live chat.

To use WhatsApp Message Template, one must submit the Template to WhatsApp, each message template is reviewed and approved or even rejected, typically in 24 hours or less, this is to maintain high-quality content and avoid spam.

Once WhatsApp has approved your template, you can use the message template to send messages to your customers on WhatsApp.

Notes:

You will be charged for any customers who receive the template message after 24 hours of interaction. Read more about Conversation-Based Pricing.
To know more about Messaging Limits check here - Quality Rating and Messaging Limits - WhatsApp Business Platform

If you want to use Jumper broadcast for your WhatsApp customers, you must create a WhatsApp template via Jumper under Sales-Channels >> WhatsApp, if you have created a template via the Facebook business manager, then Jumper won’t be able to leverage it.

Procedure

1. First Navigate to Sales channels >> WhatsApp in the menu.
   
   
2. Click on the Message Templates tab under WhatsApp.
   
   
3. Now click on Create New button to get started with creating a WhatsApp template.
   
   
4. First, provide a name for your template, make sure you do not use space in between words for your naming, instead use ‘_’ for naming your templates. (e.g. Greeting_template)
   
   
5. Now select a template type from the dropdown list. Choose a type according to your required category for the template message.
   
   Utility - Utility templates relate to a specific, agreed-upon transaction and accomplish one of the following: Confirm, suspend, or change a transaction or subscription.
   Marketing - Marketing templates are our most flexible – they do not relate to a specific, agreed-upon transaction and instead may relate to the business and/or its products/services. These templates may include promotions or offers; welcoming / closing messages; updates, invitations, or recommendations; or requests to respond or complete a new transaction.
   
   Read more about Guidelines for utility, authentication, and marketing templates.
   
   

6. Select a language for your Template, by clicking on the ‘+’ sign.
   
   
   

Type your required languages on the search bar and click on Select.


To remove any added languages, simply click on the ‘x’ icon.

7. Now on the Header section, you can add Text, Image, Video, and File formats for your message template. The header is an optional section, which you can skip by selecting None.
   
   
   
   If you want to add a text message for your header section, select Text in the dropdown list and add your text in the input box. The character limit for the text is 60.
   
   If you want to add Image/Video/File formats for your header section, select any of the options between Image/Video/File formats and upload your sample file for the template.
   Once the template is approved, you can add the original Image/Video/File formats while creating your broadcast message.
   
   
   
   
8. In the body section, you can provide Interactive messages like text along with variables & button combinations ( i.e. Quick Reply or CTA or a combination of Quick Reply & CTA).
   Note: Buttons & variables are optional.
   
   
   Text with Variables:
   
   In the text field of the body section, you can insert multiple variable options from the list of provided variables - User’s First Name, Store Name, Agent Name, Account Owner Name, Support Email, Support Phone, Outlet Address & Custom field. To insert a variable, click the ‘insert{...}’ option and add your required variable.
   
   Let's say you added a variable User’s First name in your text message, the customers will receive a message along with their saved First names in your created message template.
   
   
   Note: The character limit for the text field in the body is 1024.
   
   
   
   
   

   Buttons:
   
   Buttons are optional interactive components that perform specific actions when tapped. Templates can have a mixture of up to 10 button components in total, although there are limits to individual buttons of the same type as well as combination limits.
   
   There are 2 types of button options, i.e. Quick Reply & CTA (call to action). You have the option to include a mix of both button types Quick Reply & CTA allowing for a maximum total of 10 buttons.
   
   If a template has more than three buttons, two buttons will appear in the delivered message and the remaining buttons will be replaced with a See all options button. Tapping the See all options button reveals the remaining buttons.
   
   

   Combination 1: 2 CTA buttons
   
   
   
   Combination 2: 10 Quick reply buttons.
   
   
   
   Combination 3: 1 CTA & 9 Quick reply buttons
   
   
   
   Combination 4: 2 CTA buttons & 8 Quick reply buttons.
   
   
   
   Quick Reply
   
   With Quick-Reply, you can add up to 10 buttons (excluding CTA) to your message template.
   
   To add a Quick reply button, click the ‘+Add new’ option to start adding your button.
   
   
   
   Now you will find a pop-up, where you need to provide a button title and select any of the options from - Start a product checkout, Start a collection flow, Start a bot flow, Start a Live chat, or Custom payload for your button action. Once you are done, click on the close button in the pop-up to save your button action.
   
   To delete any of the added buttons, click on the Delete button option in the pop-up, it will remove the button.
   
   
   
   To remove any added action for the button, click on the delete icon.
   
   
   
   
   CTA Buttons (Call to action)
   
   In this button type, you can have a maximum of 2 buttons for your message template with 2 CTA options - 1. Open a website & 2. Call Phone number.
   
   To add a CTA button, click the ‘+Add new’ option to start adding your button.
   
   
   
   Now you will find a pop-up where you need to add a button title & choose any one option from Open a website or Call Phone number. Then click on the close button to save your button action.
   
   
   
   If you choose to Open a website, then you need to select your URL type between Static & Dynamic, then provide a link for the URL in the input field.
   
   
   
   It is important to note that the Dynamic URL feature allows for the incorporation of a post URL utilizing a single variable ({{1}}) at the end of the URL, as demonstrated by the example: "https://jumper.ai/order-receipt/{{1}}".
   
   
   
   Subsequently, the remaining portions of the URL may be appended when shared with a customer during a live chat session under Live Chat, such as: "https://jumper.ai/order-receipt/order-no-293829392".
   
   You can also share templates via Broadcast & Bot builder
   
   
   
   
   If you choose a Call Phone number, then you need to provide a phone number followed by your country code for the button action.
   
   
   
   Note: To delete any of the added buttons, click on the Delete button option in the pop-up, it will remove the button.
   
   
   
   To remove any added action for the button, click on the delete icon in the pop-up beside the button action.
   
   
   
   Footer:
   
   In the Footer section, you can add a short text for your customer in the input field, ( e.g. Thank You). If you do not wish to add a footer section for your template, you can skip this step. The character limit for the text is 60.
   
   
   
   
9. Once you are done adding your details, for the template, click on the Save button.
   
   Note: Always double-check before saving your template, as it will be forwarded to WhatsApp for review purposes and cannot be altered once saved.
   
   

10. You can check the status of your added templates under the STATUS & LANGUAGE column on the WhatsApp message templates page.
    
    Yellow Status Indicates - Pending for review
    
    
    Red Status Indicates - Rejected after review
    
    If your template is rejected, you can view the reason for rejection under the status column.
    
    
    
    Reason the message template could get rejected -
    
    A. Incorrect Category
    B. Abusive Content
    C. Invalid Format
    D. Promotional
    E. Tag Content Mismatch
    F.  Scam
    G. None
    
    Green Status Indicates - Approved after review
    
    
    
    
11. To view, any of the added templates click on the Eye icon under the ACTIONS column.
    To delete a template click on the Delete icon under the same.