In today's fast-paced world, businesses are constantly looking for ways to streamline their communication channels and improve customer experience.
WhatsApp, one of the world's most popular messaging apps, has emerged as a powerful tool for businesses to connect with their customers in real-time.
One of the key features that WhatsApp offers to businesses is the ability to use template messages, which can help to provide a structured and consistent format for communicating with customers.
In this blog post, we will explore what WhatsApp template messages are, how they work, and how your business can leverage them to enhance customer experience and engagement.
What are WhatsApp template messages?
WhatsApp template messages are pre-defined message templates that you can use to communicate with your customers on WhatsApp. These templates provide a structured and consistent format for businesses to send messages to their customers, which can help to improve the overall customer experience.
WhatsApp template messages can be used for a variety of purposes, such as customer support, appointment reminders, order confirmations, and many more. The templates typically include placeholders for dynamic information, such as the customer's name, order number, or appointment time, which can be filled in by the business's messaging platform.
Creating WhatsApp template messages
Creating a template message is very simple, and it will just take you a few minutes. All you have to do is:
Login to your 360dialog account > WhatsApp Accounts > Manage templates
Now you should be able to see a list of templates already defined in your WhatsApp Account, a blank table if you didn't create any templates yet.
Next, simply click "+Add template". Look how quick and easy the entire process is in the animation below:
When creating your WhatsApp Business template messages, you will need to include the following information:
Template Name This is how you'll see the template when sending messages afterward. Name can only contain lowercase alphanumeric characters and underscores ( _ )
Template Category
Marketing – Send promotional offers, product announcements, and more to increase awareness and engagement.
Transactional - Send account updates, order updates, alerts, and more to share important information.
One-time passwords – Send codes that allow your customers to access their accounts securely.
Template Language The language that the template is written in. You will be able to select the desired language when sending the message afterward.
Template Type
Standard - standard text message
Media Template - an interactive message type where you can add an image, a document, or a video on the header, add sections (header/body/footer) of your message, and also add a quick response or call-to-action buttons
Creating customizable WhatsApp template messages
But wait, there's more! You can add variables to your messages to make them more personal and engaging. Simply, insert {{#}} at the given position, where # represents the variable index, which needs to start at {{1}}, just have a look below:
Remember that your customers have to Opt-in first
Before you start sending Business initiated messages, you need to remember that your customers have to Opt-in first. Under WhatsApp's policies, businesses are only allowed to send messages to customers who have provided their prior consent or opted-in to receive such messages. This means that businesses cannot send unsolicited or spam messages to customers on WhatsApp.
Best ways to obtain an opt-in from your customers:
Website opt-in: Businesses can provide an opt-in form on their website that allows customers to subscribe to their WhatsApp messaging service. This can be done by adding a WhatsApp chat button to the website, which opens up a chat window with a message that asks the customer to opt-in to receive messages from the business.
Mobile app opt-in: Similar to website opt-in, businesses can provide an opt-in form on their mobile app that allows customers to subscribe to their WhatsApp messaging service. This can be done by integrating the WhatsApp API with the mobile app.
QR code opt-in: Businesses can generate a unique QR code that customers can scan to opt-in to receive messages from the business. This can be done by using a QR code generator tool and then sharing the code on the business's website, social media channels, or in-store signage.
SMS opt-in: Businesses can send an SMS to their customers with a message that asks them to opt-in to receive WhatsApp messages by replying with a specific keyword or by clicking on a link. This method is useful for businesses that do not have a website or mobile app.
In-person opt-in: Businesses can obtain opt-in from customers in-person by providing a phone number that customers can use to opt-in to receive messages on WhatsApp. This can be done by sharing the phone number on in-store signage or on product packaging.
Getting your WhatsApp Business template messages approved
After creating your WhatsApp Business template, it will immediately be submitted for Meta approval. Depending on the content of your message, it can take anywhere from a few minutes (usually up to 2 hours), but Meta reserves the right to review Template Messages in up to 48 hours.
You are able to track the approval process by looking at the status of the message:
 | Templates with a gray background are still in the queue and Meta did not start the verification process yet. |
 | Pending Templates have a yellow background. Facebook is verifying the template request. |
 | Your Template has been approved by Facebook and may be used to send Template Messages to your clients. |
 | This Template has been rejected. Please review 360dialog Template Messaging docs for help with Template Message approval. |
Using WhatsApp Business template messages in LiveChat
The possibility of sending WhatsApp Business initiated messages is al always available at your fingertips when you chat with your customers.
Simply go to:
LiveChat's Chat section > click the green WhatsApp icon on the right
To send a WhatsApp business template, simply provide a WhatsApp number of a person you'd like to send a message to and select the previously defined template.
Depending on a complexity of a template, you may also need to add the content of the custom variables you have defined and pick the right language version of a template.
Sending a message will immediately create a new chat with your customer.
Pros of using WhatsApp Business template messages in LiveChat
To sum up, there are several benefits to using WhatsApp template messages for businesses:
Streamlined communication: WhatsApp template messages provide a structured format for businesses to communicate with their customers, which can help to streamline communication and reduce the risk of errors or misunderstandings.
Improved customer experience: By using WhatsApp template messages, businesses can provide timely and relevant information to their customers, such as appointment reminders or order confirmations, which can help to enhance the overall customer experience.
Cost-effective: WhatsApp template messages are often more cost-effective than traditional SMS or voice calls, as they can be sent to customers at a lower cost.
Increased efficiency: Using a messaging platform that supports WhatsApp template messages can help businesses automate their communication processes and improve efficiency, allowing them to focus on other important aspects of their operations.
Overall, WhatsApp template messages can be a valuable tool for businesses looking to improve their communication channels and enhance their customer experience.
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