Templates

You can configure and manage new templates and template groups on the Templates screen. The Templates can be organized into groups for easy access and management.

You will view following template details on the screen:

• ID: Specifies the Unique ID of the template.
• Channel: Specifies the message Channel (SMS/Email/Facebook/Twitter/LiveChat/Apple Business Chat/WhatsApp/API) of the agent throughout the chat.
• Template: Specifies the Customized Message with the variables in tags.
• Start Template: Specifies the First Message to initiate the chat.
• Followup Template: Specifies the Standard Message that can be used to follow-up the chat.
• End Template: Specifies the Last Message of the chat.
• Action: Specifies the activities that can be performed on the template (i.e.) Edit and Delete.

You can perform following actions on the Templates screen:

• Create New Template Group
• Delete Template Group
• Add New Template
• Edit Template
• Delete Template
• Order Templates

Detailed information on each of the feature is provided in the subsequent sections.

Upload Templates

Upload templates functionality helps to bulk upload templates at once by reducing the time taken to create templates.

To upload templates, follow these steps:

1. Click Upload Template on the top-right corner of the templates screen.
   The following page appears on the screen.

2. Click Download sample file here link.
   A sample file is downloaded.
3. Open the sample file.

4. Enter all the details such as Channel Name, Template Group Name, Template Name, Template Text, Lock Template (Yes/No) in the file, and upload this file to create multiple templates.

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Note

• The upload templates file name must be unique.
• Enter all the values in the sample file as all fields are mandatory.
• Upload the file only in .csv format.
• Compose the template text as per the configured character count for each channel template on the application. Also, the Text Template column supports all the Unicode characters.
• Use the Pipe symbol (|) as a delimiter to enter multiline text in the Text column.
• Even If a single template text record in the upload templates file ends with a delimiter-pipe symbol (|), all the records in that file must end with the same delimiter.
• Delete the help notes before uploading the Upload Templates spreadsheet.

5. Save the file.
6. Click Upload File button and upload the file.

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Note

If any conflicts exist in the uploaded file, you will view the status on the Upload Templates screen. You can download the file to view the errors and fix them to re-upload.

7. Click Proceed. The following success message appears on the screen.

8. Click Track Upload Status button on the top-right corner of the Upload Templates screen.
   You will navigate to the following screen.

9. Select the Show Activity Date Range and click Apply.
10. Click Search.
    The relevant search results will appear on the screen.
11. You can further search the table results by directly entering the file name in the search field available under the Show Activity Between search field.
    You can view the status of the uploaded file in the Status column.
12. If the uploaded file fails the validation or gets uploaded with errors, you will view a report in the Actions column.

13. You can download the report, view the errors, fix the errors, and re-upload the file to create templates.

Create New Template Group

To create a new template group:

1. Click Add icon adjacent to the Template Groups. The Add Template Group pop-up window appears.

2. Enter Group Name and click Add.
   The success message appears on the screen.

Delete Template Group

1. Click Delete icon adjacent to the template group name that needs to be deleted.
   A confirmation pop-up window is displayed.

2. Click OK .
   The success message appears on the screen.

Add New Template

This feature enables the team manager to add message template formats for each channel.
To create a new template, follow these steps:

Follow these steps to create templates:

1. Click Add Template button on the top-right-corner of the templates screen.
   You can create the templates for all channels or any of the following channels:

• SMS
• Email
• Facebook
• Twitter
• Livechat
• API
• Apple Business Chat
• WhatsApp

SMS Template

To create an SMS template (or All Channels template), follow these steps:

1. Click All or SMS tab .

2. Enter a Unique ID in the Template ID field.

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Note

The default Sender ID (short code assigned to the team if SMS is enabled as a Channel) is loaded automatically while creating a template. This feature allows the team manager to easily create and keep track of the templates.

3. Select the Is End template option to set the template as a closing message of the chat conversation.
   For example: Thank you for your time. The agents will not expect any response to this message from the customer.
4. Select the Is Start template option to set the template as an opening message to initiate the chat conversation.
   For example: Hello.
5. Select the Is Followup template option to set the template as follow-up message of the previous chat conversation.
   For example: In line with our earlier chat.
6. Custom Fields: Enter custom/editable fields in the template body using chevron(<>) brackets. Custom fields are editable fields even in locked templates.
7. System Parameters: Enter @@ to view the list of system parameters. You can select any of these parameters and compose the te. When any of these parameters are used in the mess the corresponding values are dynamically substituted when an agent uses/selects these templates in a conversation.

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Note:

When the relevant values are not available for the configured parameters in the template body, such parameters will be rendered in chevron braces and highlighted in yellow in the chat console.

8. You can choose to enter the Template Text. Maximum of 800 characters can be entered in the text box.
9. Select Lock Template option to lock specific templates. When locked, only custom/dynamic fields can be edited by the agents. A lock icon is displayed corresponding to the template. Refer the image below.

10. Click Save Changes.
    The success message appears on the screen.

Email Template

To create an Email template, follow these steps:

1. Click Email tab.
   The following screen appears.

2. Enter a Unique ID.
3. Select the Is end template option to set the template as a closing message of the chat conversation.
   For example: Thank you for your time. The agents will not expect any response to this message from the customer.
4. Select the Is start template option to set the template as an opening message to initiate the chat conversation.
   For example: Hello.
   5 Select the Is Followup template option to set the template as follow-up chat message of the previous chat conversation.
   For example: In line with our earlier chat.
5. Compose the Template Text.
6. Custom Fields: Enter custom/editable fields in the template body using chevron(<>) brackets. Custom fields are editable fields even in locked templates.
7. System Parameters: Enter @@ to view the list of system parameters. You can select any of these parameters and compose the template text. When any of these parameters are used in the template text the corresponding values are dynamically substituted when an agent uses/selects these templates in a conversation.

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Note:

When the relevant values are not available for the configured parameters in the template body, such parameters will be rendered in chevron braces and highlighted in yellow in the chat console.

9. You can even choose to enter the customized message in the text box and apply rich formatting styles to the text.
10. Select Lock Template option to lock specific templates. When locked, only custom/dynamic fields can be edited by the agents. A lock icon is displayed corresponding to the template.
11. Click Save Changes.
    The success message is displayed on the screen.

Facebook Template

To create a Facebook template, follow these steps:

1. Click Facebook tab. The following screen appears.

A team manager can create Plain Text, Action, and Multimedia templates.
2. Enter a Unique ID for the template in the Template ID field.
3. Select the Is end template checkbox to set the template as a closing message of the chat conversation.
For example: Thank you for your time. The agents will not expect any response to this message from the customer.
4. Select the Is start template checkbox to set the template as an opening message to initiate the chat conversation.
For example: Hello.
5. Select the Is Followup template checkbox to set the template as follow-up message of the previous chat conversation.
For example: In line with our earlier chat.
6. The Text Template option is selected by default.
7. Custom Fields: Enter custom/editable fields in the template body using chevron(<>) brackets. Custom fields are editable fields even in locked templates.
8. System Parameters: Enter @@ to view the list of system parameters. You can select any of these parameters and compose the template text. When any of these parameters are used in the template text the corresponding values are dynamically substituted when an agent uses/selects these templates in a conversation.

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Note:

When the relevant values are not available for the configured parameters in the template body, such parameters will be rendered in chevron braces and highlighted in yellow in the chat console.

9. You can even choose to enter the template text and click Save Changes.
10. To create an Action Template, select the Action Template option. This option is used when a quick response is expected from the customer. The message is sent with image and buttons, wherein the customer can respond with a click of a button.

11. Click Upload Image to browse and select the required image.

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Note

The application supports images with an aspect ratio of 1.91:1 only.

12. Enter Button Names and select Button Type from the drop-down list.
13. If Button Type as WEB URL is chosen, then enter the Call URL.
14. Compose the message Template Text.
15. To create a Multimedia template, select the Multimedia Template button to view the related parameters that need to be set. This option configures Multimedia templates in addition to plain text template. The multimedia types supported are as follows:

• Image
• Audio
• Video
• File

16. Select the type of media in Media Type field and enter the respective downloadable URL in Enter Media URL field.
17. Select Lock Template option to lock specific templates. When locked, only custom/dynamic fields can be edited by the agents. A lock icon is displayed corresponding to the template.
18. Click Save Changes to create the template. The success message appears on the screen.
    The newly added templates will be displayed under the selected template group.

Twitter Template

To create a Twitter template, follow these steps:

1. Click the Twitter tab on the add template page.
   The following screen appears.

2. Enter a Unique ID for the template in the Template ID field.
3. Select the Is end template option to set the template as a closing message of the chat conversation.
   For example: Thank you for your time. The agents will not expect any response to this message from the customer.
4. Select the Is start template option to set the template as an opening message to initiate the chat conversation.
   For example: Hello.
5. Select the Is Followup template option to set the template as follow-up message of the previous chat conversation.
   For example: In line with our earlier chat.
6. Custom Fields: Enter custom/editable fields in the template body using chevron(<>) brackets. Custom fields are editable fields even in locked templates.
7. System Parameters: Enter @@ to view the list of system parameters. You can select any of these parameters and compose the template text. When any of these parameters are used in the template text the corresponding values are dynamically substituted when an agent uses/selects these templates in a conversation.

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Note:

When the relevant values are not available for the configured parameters in the template body, such parameters will be rendered in chevron braces and highlighted in yellow in the chat console.

8. You can even choose to enter the Template Text.
9. Select Lock Template option to lock specific templates. When locked, only custom/dynamic fields can be edited by the agents. A lock icon is displayed corresponding to the template.
10. Click Save Changes to create the template.
    The success message appears on the screen.

Livechat Template

To create a Livechat template, follow these steps:

1. Click the Livechat tab on the Add Template page.
   The following screen appears.

2. Enter a Unique ID for the template in the Template ID field.
3. Select the Is end template option to set the template as a closing message of the chat conversation.
   For example: Thank you for your time. The agents will not expect any response to this message from the customer.
4. Select the Is start template option to set the template as an opening message to initiate the chat conversation.
   For example: Hello.
5. Select the Is Followup template option to set the template as follow-up message of the previous chat conversation.
   For example: In line with our earlier chat.
6. Custom Fields: Enter custom/editable fields in the template body using chevron(<>) brackets. Custom fields are editable fields even in locked templates.
7. System Parameters: Enter @@ to view the list of system parameters. You can select any of these parameters and compose the template text. When any of these parameters are used in the template text the corresponding values are dynamically substituted when an agent uses/selects these templates in a conversation.

8. You can even choose to enter the Template Text.

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Note:

When the relevant values are not available for the configured parameters in the template body, such parameters will be rendered in chevron braces and highlighted in yellow in the chat console.

9. Select Lock Template option to lock specific templates. When locked, only custom/dynamic fields can be edited by the agents. A lock icon is displayed corresponding to the template.
10. Click Save Changes to create the template.
    The success message appears on the screen.

API Template

To create an API template, follow these steps:

1. Click API tab on the Add Template page.
   The following screen appears.

2. Enter a Unique ID for the template in the Template ID field.
3. Select the Is end template option to set the template as a closing message of the chat conversation.
   For example: Thank you for your time. The agents will not expect any response to this message from the customer.
4. Select the Is start template option to set the template as an opening message to initiate the chat conversation.
   For example: Hello.
5. Select the Is Followup template option to set the template as follow-up chat message of the previous chat conversation.
   For example: In line with our earlier chat.
6. Custom Fields: Enter custom/editable fields in the template body using chevron(<>) brackets. Custom fields are editable fields even in locked templates.
7. System Parameters: Enter @@ to view the list of system parameters. You can select any of these parameters and compose the template text. When any of these parameters are used in the template text the corresponding values are dynamically substituted when an agent uses/selects these templates in a conversation.

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Note:

When the relevant values are not available for the configured parameters in the template body, such parameters will be rendered in chevron braces and highlighted in yellow in the chat console.

8. You can even choose to enter the Template Text.
9. Select Lock Template option to lock specific templates. When locked, only custom/dynamic fields can be edited by the agents. A lock icon is displayed corresponding to the template.
10. Click Save Changes to create the template.
    The success message appears on the screen.

Apple Business Chat Template

To create an Apple Business Chat template, follow these steps

1. Click Apple Business Chat tab on the Add Template page.
   The following screen appears.

2. Enter Unique Template ID.
3. Select template type - the template type can be Text, Text with Attachment, Time Picker, List Picker, and Rich Link.
4. If template type as text is chosen, compose the Template Text. Maximum of 10000 characters can be entered in this filed.
5. Select the Is end template option to set the template as a closing message of the chat conversation.
   For example: Thank you for your time. The agents will not expect any response to this message from the customer.
6. Select the Is start template option to set the template as an opening message to initiate the chat conversation.
   For example: Hello.
7. Select the Is Followup template option to set the template as follow-up chat message of the previous chat conversation.
   For example: In line with our earlier chat.
8. If Text with Attachment template type is chosen, the following options appear.

9. Custom Fields: Enter custom/editable fields in the template body using chevron(<>) brackets. Custom fields are editable fields even in locked templates.
10. System Parameters: Enter @@ to view the list of system parameters. You can select any of these parameters and compose the template text. When any of these parameters are used in the template text the corresponding values are dynamically substituted when an agent uses/selects these templates in a conversation.

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Note:

When the relevant values are not available for the configured parameters in the template body, such parameters will be rendered in chevron braces and highlighted in yellow in the chat console

11. You can also choose to enter the Template Text.
12. Click Choose File/ Drop Files Here to upload an attachment. The maximum upload file limit is ≤ 5 MB.
13. Select Lock Template option to lock specific templates. When locked, only custom/dynamic fields can be edited by the agents. A lock icon is displayed corresponding to the template.
14. If Time Picker template type is chosen, the following options appear.

Received Message: In this section, an admin can configure received messages.
15. Enter Title, Subtitle, and Click Choose File/ Drop files here to upload an attachment. The maximum upload file limit is ≤ 5 MB.
16. Here, admin can configure the uploaded image and view it in icon, small, and large sizes.

17. Event Details: Toggle this field to pre-fill the details (manual agent intervention). When this field is enabled, the following options appear.

18. Enter the Event Title,Location Details, and Show on Map details.
19. Time Slots: Select the date, time, and duration from respective fields.

20. Click Add icon to add more time slots.

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Note:

The team manager can create maximum of Ten slots.

21. Click - icon to delete a time slot.
    Reply Message: In this section, a reply message can be configured.
22. Enter Title, Subtitle, and Click Choose File/ Drop Files Here to upload an attachment. The maximum upload file limit is ≤ 5 MB.

Here, admin can configure the uploaded image in icon, small, and large sizes.
23. If List Picker template type is chosen, the following options will appear.

24. Received Message: In this section, received messages can be configured.
25. Enter Title, Subtitle, and Click Choose File/ Drop files here to upload an attachment. The maximum upload file limit is ≤ 5 MB.
26. Here, team manager can configure the uploaded image in icon, small, and large sizes.
27. List Details: Enter Section Title.
28. To have multiple sections for a section, check Allow Multiple Sections for Section option.
29. Enter Item Name and Item Subtitle.
30. To upload an image, click Drop Files Here to Upload option.
31. To further add items to the list, click Add icon.
32. To further add section, click Add Section.

33. To delete a section or a list item, click - icon next to it.
    Reply Message: In this section, reply messages can be configured.
34. Enter Title, Subtitle, and Click Choose File/ Drop files here to upload an attachment. The maximum upload file limit is ≤ 5 MB.
    Here, admin can configure the uploaded image in icon, small, and large sizes.
35. If Rich Link template type is chosen, the following options appear.

36. Enter Title and URL.
37. Select the file type (Image / Video) from the drop-down list. Click Choose File and upload Image/ Video.

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Note:

The maximum upload file limit is ≤ 5 MB. Video file must be in MP4 format.

38. Click Save changes.
    The success message appears on the screen. This template is listed in the chosen group.

WhatsApp Template

To create a WhatsApp template, follow these steps

1. Click WhatsApp tab on the Add Template page.
   The following screen appears.

2. Enter Unique Template ID.
3. Select the Is End Template option to set the template as a closing message of the chat conversation.
   For example: Thank you for your time. The Agents will not expect any response to this message from the customer.
4. Select the Is Start Template option to set the template as an opening message to initiate the chat conversation.
   For example: Hello.
5. Select the Is Followup Template option to set the template as follow-up chat message of the previous chat conversation.
   For example: In line with our earlier chat.
6. Custom Fields: Enter custom/editable fields in the template body using chevron(<>) brackets. Custom fields are editable fields even in locked templates.
7. System Parameters: Enter @@ to view the list of system parameters. You can select any of these parameters and compose the template text. When any of these parameters are used in the template text the corresponding values are dynamically substituted when an agent uses/selects these templates in a conversation.

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Note:

When the relevant values are not available for the configured parameters in the template body, such parameters will be rendered in chevron braces and highlighted in yellow in the chat console.

8. To create a text template, select the Text radio button and enter the template text in the Template Text field. The maximum character limit allowed in the Template Text field is 4096 characters.
9. To create an attachment template, select the Attachment radio button.

10. Click Choose File/ Drop Files Here to upload an attachment. The maximum upload file limit is 64 MB.

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Note:

To initiate a conversation with a customer, WhatsApp requires you to use a pre-approved WhatsApp Business (WAB) registered message templates.

11. To create WAB registered message, select the WAB registered message radio button. The following options appear on the screen:

12. Select a category from the Category drop-down list.
13. Select a language from the Language drop-down list.
14. Select the WABA name from the WABA Name(ID) drop-down list. These WABA names are configured at asset level.
15. To include a header for a template, select the Text header type from the Header drop-down list. The maximum character limit for the header text field is 60 characters.

16. To add a custom variable in the header text, click Add Variable above the Header Text field a custom variable is added in the Header field. Enter the required custom variable.

17. Enter the template text in the Message Body field. The maximum allowable character limit in this field is 1024 characters. You can apply following rich formatting styles to the Message Body text:

• Bold
• Italics
• Underline
• Strikethrough
  You can enter both system and custom parameters in the Message Body field.

18. Click Add Variable, to add a custom variable.
19. Enter @@ in the Message Body field to view a list of system variables. Select a required variable.

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Note:

When you include any of these parameters in the template text, the dynamic substitution of values occurs when an agent uses these templates in a conversation.

20. The footer is a text field. To add a footer to the template, enter the footer text in the Footer field. The maximum allowable character limit for footer is 60 characters.

21. Click Save Changes.

To view the approved templates on the chat console, follow these steps:

1. Navigate to the Templates (Client Admin Console>Assets) tab.
2. Navigate to the required group and click the Edit icon in the Actions column of a template.

The template is approved if you observe a green checkmark beside the template name on the Edit template screen. You can even mouse hover on the green checkmark to view the status. You can view only the approved WAB templates on the chat console.

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Note:

• You can create a message template in one language at a time. WAB registered templates do not support multi-language templates. So, to create templates in multiple languages, you need to create a separate template for each language.
• You can delete a message template, but WhatsApp does not allow you to create a template with the same name for four weeks.

For more information on how to Add and Configure Mobile Numbers in Facebook WhatsApp Manager, click on the below link
https://developers.facebook.com/docs/whatsapp/getting-started

Edit Template

To edit a template follow these steps:

1. Click Edit icon adjacent to the template name.

The following screen appears.

2. Make the required changes to the template, and click Save Changes.
   The success message appears on the screen.

Delete Template

To delete a template follow these steps:

1. Click Delete icon corresponding to the template name.
   A confirmation popup window appears.

2. Make the required changes to the template, and click Save Changes.
   The success message appears on the screen.