Purpose and Features
Reasons to use Whatsapp Template Messages:
They offer an easy way for companies to communicate with their customers. Companies mainly use it for notifications or campaigns.
Another way to use Whatsapp template messages is that when the end user sends a message to the business, the business must respond to the message within 24 hours. If there is no response within 24 hours, WhatsApp blocks sending a standard message. In such cases, the business can reply to the chat with Whatsapp Template Message.
For these reasons, the agents can send customers Whatsapp Template Messages defined in 360Dialog on the agent screen.
Benefits
Using Whatsapp Template Messages helps the agents save time and prevents grammatical or typo errors.
Template Messages defined on 360Dialog are saved in the system with a single operation.
Each chat agent can send messages quickly by selecting the country code and the template.
The agents can send messages to local and international end users by selecting the desired Country code.
Instructions
Chat Widget Settings:
System Admin > Chat Widget. Create or edit a widget. Select the Widget Type 360Dialog.
A new field named "WA Business Channel ID" has been added to the Settings menu. WA Business Channel ID: Each number has a WhatsApp Business Account ID on the 360Dialog. In this field, enter the ID of the number where the template messages are saved. Then click save.
You have to enter the ID in the 360Dialog you see below to the "WA Business Channel ID" field:
Below you can see the field where the WA Business Channel ID will be defined in the Chat Widget>Settings tab:
To save the template messages in the 360Dialog to the widget, you have to use the Whatsapp Template Messages tab, which is added recently to the chat widget. By pressing the New (+) button, the name information of the template defined in 360Dialog should be written in the Template Name section as it is, and then once you click on the save button, the related template message will be received. The name information on the 360Dialog:
Important Points:
Currently, only Standard (text-only) type template messages are retrieved. Other Template Message types are not usable in the platform.
You can't update the template messages received from the 360Dialog on the platform. However, it is possible to delete them. After the deletion process, it is necessary to click the refresh button.
If a template message retrieved to the platform is updated on the 360Dialog, it will not be automatically updated in the platform. The corresponding template message should be deleted and re-added.
The use on the Customer Agent Screen:
A new button is added to the Agent Chat screen.
When this button is clicked, a new Whatsapp Message popup will be triggered:
Customer Number: This is the field where the customer number to which the template message will be sent is entered by selecting the country code.
Select Template Message: This is the area where the name information of the template messages defined in the widget, whose type is 360Dialog, is displayed. The agent will choose the template according to the name information.
Message: This area shows the preview of the template message that the agent selected in the field above.
The selected message will be delivered to the end user via WhatsApp.
The supervisor will see the chat in the chat waiting status on the active chats screen. If the end user responds to this template message, the template is forwarded to the ICR in the widget where the message is defined.
We wish your operation benefits from this new release and look forward to hearing your feedback!