Engati - User Guide
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Activating Live Chat
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.
- 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
- 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:
- Upon sending the template message the conversation will not move from the All conversation tab to the Active Conversation tab.
- Template messages will be charged separately to each message sent as pre-existing WhatsApp plan and rates.


- 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)


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

Updated 03 Mar 2023

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