Using WhatsApp Message Templates

If your customers have given permission, you can send them messages using templates.

When your Sinch Conversation API WhatsApp account is set up, templates are created for you. To use these templates in Sinch Contact Pro , you must create WhatsApp reply templates in System Configurator and use the template content you have received from Sinch.

1. On the System Configurator main screen, choose Queue Management > Reply Templates.

2. Choose Add New.

3. Choose Reply Template and click OK.

4. In the Basics block, do the following:

   1. Enter the name for the template.

   2. Enter description. This field is optional.

   3. Select the language used in template. This field is mandatory.

   4. Choose WhatsApp for content type.

   5. Copy the template you have received from Sinch.

   6. Add a new field: template_body to it. Since the value of the template_body is displayed in Communication Panel messages, add the value as the customer sees the message.

      Interactive content, documents, images, and videos are supported in the templates. Insert them as links. Below is an example of an interactive template and how it is shown to different users.

      WhatsApp template created in SC:

      

      This is how agents in Communication Panel see it:

      

      This is how it is displayed to customers in the WhatsApp application:

      

5. To enable agents to search for this template in Communication Panel, add the template name or other descriptive term as a keyword in the block Keywords.

6. In the Template Folders block, add the folders in which the template is available.

   This is mandatory since reply templates must be linked to a folder.

7. Save the template.