English 
Spanish 
Portuguese (Brazil) Help
Print
Create WhatsApp message templates
Message templates are used in the inbox to provide quick and standardised replies in conversations.
WhatsApp templates are restricted by the integration of the channel with WhatsApp Business. Depending on the timing of the conversation and the activity, templates need to have a specific content and structure, so the creation flow is different from other templates.
When creating a WhatsApp message template you must choose what the template is for:
WhatsApp templates are restricted by the integration of the channel with WhatsApp Business. Depending on the timing of the conversation and the activity, templates need to have a specific content and structure, so the creation flow is different from other templates.
When creating a WhatsApp message template you must choose what the template is for:
- Conversation starter: these templates are created from templates created and approved in Twilio and can be used at any point in the conversation.
- Generic: these templates are specific to FROGED and can only be used when the conversation has free activity (24h).
These templates can be created in the inbox, when needed, or in the settings. In the inbox, they are created in the template dropdown, and in the settings < inbox < message templates you manage the templates for all channels.
Create WhatsApp templates in inbox
To create a new WhatsApp message template from the inbox:
- Open a WhatsApp conversation
- Open the list of message templates from the second button of the actions under the reply editor.
- Click the create message template button at the bottom of the list
- Select one of the 2 options: conversation starter template or generic template
If you choose the conversation starter template option, follow the steps below:
The first step to create a WhatsApp template is to select an option from the table where the templates saved in the associated Twilio account are displayed. There are several types of templates depending on their content: text, media, actions and quick replies. For more information, see the article Create WhatsApp templates in Twilio.
The first step to create a WhatsApp template is to select an option from the table where the templates saved in the associated Twilio account are displayed. There are several types of templates depending on their content: text, media, actions and quick replies. For more information, see the article Create WhatsApp templates in Twilio.
The second step is to assign contact and agent variables to the empty slots in the body of the template. When an attribute is selected, an alternative value must be added and sent when the attribute is empty in the customer data.
In this step, on the right you can see how the message looks like when the client receives it on his device:
In this step, on the right you can see how the message looks like when the client receives it on his device:
The third step is to add a name to the template before saving.
If you choose the generic template option, the process is simpler: add the name and content of the template. This process is similar to the templates for all other communication channels.
Create WhatsApp templates in settings
In the settings < inbox < message templates you can create, edit and delete all message templates, including WhatsApp templates. To create a new template, click on the button at the top, choose the WhatsApp channel and one of the options: starter or generic template. After that, the creation process is similar to the one described in the previous section.
The types of WhatsApp templates are differentiated in the table by the labels ‘starter’ and ‘generic’. These same labels appear in the message template drop-down when applied to conversations.
Related articles
FROGED