⚠️ Important: This feature is currently in beta, please contact support@dengro.com or via our live chat to request early access.
To initiate a 1-1 conversation with a lead via WhatsApp you must use a pre-approved message template. These templates must be created and submitted for approval in WhatsApp Manager (under your Meta Business Suite).
⚠️ Please ensure you have enabled WhatsApp as a channel in the Inbox and completed the onboarding stage BEFORE creating your WhatsApp templates.This will ensure that any WhatsApp templates you create sit under the correct account that is linked to your DenGro Inbox(guide here).
🛑 If you have approved templates in another WhatsApp Business Account (WABA) you will need to recreate these in the newly created WABA and submit them to Meta for approval before you can send any templated messages to a lead.
Once the lead replies to your template message a 24-hour session window opens. During this window, you can send freeform messages (non-templated) as you wish.
All WhatsApp messages sent to leads (using approved templates or freeform replies) and any replies received will be fully visible in the DenGro Inbox.
If the lead doesn’t reply within 24 hours, the window closes and you’ll need to use a new approved template to reinitiate the conversation.
✅ How to Create a WhatsApp Message Template
🔧 Step 1: Log into WhatsApp Manager
Go to: business.facebook.com
Navigate to WhatsApp Manager (via Business Settings > Accounts > WhatsApp Accounts).
🗂️ Step 2: Go to Message Templates
In WhatsApp Manager, select your WhatsApp Business Account (WABA).
Click on “Message Templates” from the left-hand menu.
➕ Step 3: Create New Template
Click the “Create Template” button.
📝 Step 4: Fill in Template Details
Category: select Marketing
Name: Use a helpful template name for easy recognition when selecting in DenGro. This needs to be in lowercase with an underscore-separated name (e.g.,
follow_up_invisalign_reminder).
Language: Choose the language the message will be written in (English UK).
Content: Enter the template content
Header (optional): Text such as' Thanks for your Invisalign enquiry'.
Body (required): This is your main message and can include emojis.
Footer (optional): Small text for things like website URL, disclaimers etc.
Using images with WhatsApp templates
If your WhatsApp template includes an image header, you'll first need to configure this in WhatsApp Manager by specifying that the template will contain an image. Whilst you need to add a image into your template for approval this step is essentially a 'sample' so Meta can review it and you are simply telling WhatsApp that an image will be included when the message is sent.
Once the template has been approved and is available in DenGro, you will need to upload the image you want to attach to the template within DenGro. This is where you define the actual image that will be sent with the template.
Good to know: The first time you upload an image for a template in DenGro, it will be saved against that template. Going forward, you won't need to upload the same image again unless you want to change it.
Adding variables to your WhatsApp template
You can personalise your WhatsApp templates by using variables, such as the patient's name, treatment or appointment details.
A full list of the variables available in DenGro can be found on the Integrations page. Simply copy the variable you want to use and paste it into your template while creating or editing it in WhatsApp Manager.
When the template is sent from DenGro, these variables will automatically be replaced with the relevant patient information, allowing you to create personalised messages without needing to edit them manually before sending.
Adding buttons to your WhatsApp template
Buttons can be added to your template directly within WhatsApp Manager while you're creating or editing the template. You can use buttons to encourage recipients to take actions such as visiting a website or making a quick reply.
Once the template has been approved and is sent from DenGro, any buttons included in the template will appear within the conversation in the Inbox. This allows you to see the buttons exactly as the recipient receives them and continue managing the conversation from a single place.
💡Please note DenGro does not support templates that includes files. If you create a template that includes files this will not appear as an available template to select in the DenGro Inbox.
🔍 Step 5: Submit for Approval
Click “Submit for Review”.
Meta usually reviews and approves templates within 24- 48 hours. Once approved the template will be ready for use within the DenGro Inbox to initiate a conversation with a lead.
How do I edit an existing template in Meta once approved?
To update an existing WhatsApp template, you will need to access the WhatsApp Manager within your Meta Business Suite and resubmit the edited version for approval.
Any edits will require the template to go through the approval process again, which can take up to 24 hours.
Note: Templates with a "Pending" status cannot be edited.
Approved templates have limitations on how often they can be edited (e.g., up to 10 times in a 30-day window, or 1 time in a 24-hour window).
You generally cannot edit the template's name, category, or language after it has been approved.
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