Engati - User Guide
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OneView Inbox (messages)

Send Template Message

7min

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

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 

Send Template Message post 24 hours conversation window

When agents, supervisors, or account owners log into Engati, they will land on the "Messages" page. This page shows all incoming customer chats.

To send a template message on WhatsApp, they need to select the specific WhatsApp conversation in the All tab. A "Send Template Message" button will appear if the WhatsApp provider is 360 Dialog.

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By clicking the "Send Template Message" button, a modal will open allowing them to send a template message.

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  • 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.

Send Template Message less than 24 hours conversation window

When an agent, supervisor, or account owner logs into Engati, they will land on the "Messages" page. This page displays all active customer conversations.

To send a template message on WhatsApp, they first need to select the specific active WhatsApp conversation in the Active tab. If the WhatsApp provider is 360 Dialog, a "Send Template Message" icon will be visible.

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By clicking this icon, a modal will open allowing them to send a template message to that conversation.

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  • 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)

Allow agents permission to send the template message

This gives the owner of the account to control and flexibility over who on their team can leverage Engati's templated messaging capabilities.

Note: 

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

Navigate to Configure > Advanced > Agent Access.

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If you face any issues or queries please reach out to us at support@engati.com

Updated 03 Apr 2024
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