30min

Send Template Message



1. Introduction

Send Template Message gives the ability to Agent/Supervisor/Owner to send the template message to a user straight from their One View Inbox. 

2. Availability

  • Sending the Template Message option is available on One view inbox for 360 Dialog is enabled as a provider
  • This will be available for only the WhatsApp channels conversation
  • Agents/Supervisor/Owners can send the WhatsApp Template messages from One View Inbox
  • Sending Template Message will not open the 24 hours window for standard messaging 

3. Send Template Message post 24 hours conversation window

  • Agents/Supervisor/Owner will arrive at the “Messages” Page
  • Agents/Supervisor/Owner will have to select the WhatsApp Conversation in the All Tab to which they want to send the Template Messages.
  • Agents/Supervisor/Owner will be able to see a new button called “Send Template Message”(This button will be only available if WA Provider is 360 Dialog)
  • Upon clicking, The Agents/Supervisor/Owner will be able to view a new model to send the template message. 
  • Agents/Supervisor/Owner will have to add details as follows to send the template Message
    • Select Template – Select the Template which has been added on the 360 Dialog
    • Language-Based on the selected Template, If there are More than one language then the List of Languages are shown
    • Header Parameter  Based on the selected Template, If there are any Header Parameters, the agents can give Values
    • Body Parameter – Based on the selected Template, If there are any Body Parameters, the agents can give Values
    • – Footer Parameter – Based on the selected Template, If there are any Footer Parameters, the agents can give Values
    • Button –  If there are any buttons added in the Template message, Then the Agent can select the path for that template message
  • Agents/Supervisor/Owner will have to click on the “Send” button to send the template message

Note: 

  1. Upon sending the template message the conversation will not move from the All conversation tab to the Active Conversation tab.
  2. Template messages will be charged separately to each message sent as pre-existing WhatsApp plan and rates.
Document image
Document image

4. Send Template Message less than 24 hours conversation window

  • Agents/Supervisor/Owner will arrive at the “Messages” Page
  • Agents/Supervisor/Owner will have to select the WhatsApp Conversation in the Active Tab to which they want to send the Template Messages.
  • Agents/Supervisor/Owner will be able to see a new icon called “Send Template Message”(This icon will be only available if WA Provider is 360 Dialog)
  • Upon clicking, The Agents/Supervisor/Owner will be able to view a new model to send the template message. 
  • Agents/Supervisor/Owner will have to add details as follows to send the template Messages
    • Select Template – Select the Template which has been added on the 360 Dialog
    • Language – Based on the selected Template, If there are More than one language then the List of Languages are shown
    • Header Parameter – Based on the selected Template, If there are any Header Parameters, the agents can give Values
    • Body Parameter – Based on the selected Template, If there are any Body Parameters, the agents can give Values
    • Footer Parameter – Based on the selected Template, If there are any Footer Parameters, the agents can give Values
    • Button –  If there are any buttons added in the Template message, Then the Agent can select the path for that template message
  • Agents/Supervisor/Owner will have to click on the “Send” button to send the template message

Note: The customer will not be charged if the conversation is under the Customer care window (up to 24 hours following the last message that the customer sends to the business)

Document image
Document image

5. Allow agents permission to send the template message

  • The customer will arrive at the “Security” tab of the Advance Page in Configure Section
  • Customers will be able to view a new security option to control if agent agents can send the template message. 
  • If the Customer selects “Only Owners can send the template messages”, Only the owners will be able to see the option to send the template messages
  • If the Customer selects “Owners and Supervisors can send the template messages”, the owners and supervisors will be able to see the option to send the template messages
  • If the Customer selects “Owner, Supervisor, and Agents can send the template messages”, the owners. supervisors and agents will be able to see the option to send the template messages.

Note: 

  1. By default select “Only Owners can send the template messages”
  2. Only the Owners will be able to view this security setting. 
Document image



Updated 23 May 2022
Did this page help you?
Yes
No