WhatsApp Template Messages

Creating a Message Template

Before you can create a WhatsApp Message Template, you must be logged in with your Desk360 account and have at least 1 WhatsApp Account already set up. From the left menu, click on the Message Templates button to access the page where you can view and manage your template messages and create new message templates.

If you have only 1 WhatsApp account set up, your message template will be listed directly. However, if you have more than one WhatsApp account, you must first select the WhatsApp account you want to process.

You can start creating a new Message Template by clicking on the “Create Template” button on the right side of this page.

There are 3 procedures you need to complete on this screen: category selection, naming, and language selection. All of the fields must be filled in.

Category selection: In this field, you should select the category that is the most suitable for the content of your template message. In case of incorrect category selection, your message template may be rejected by Meta. You can click here for more information about categories.

Name: In this field, you need to give your template a name. Here are the important details for the name field:

  • Only lowercase letters, English characters, and special characters “_” can be used.

  • The maximum number of characters in the name field must be 255.

  • A message template cannot be named “test.”

  • It is not possible to reuse the name of a deleted template message.

Language: You must select at least 1 language in this field. You can also select more than one language.

After filling in these 3 fields, you can access the page where you can create the content of your message template by pressing the “Continue” button in the upper right corner.

Creating Message Template Content

Header: This field is optional. You can leave it unselected if you do not want to add a title to your template. You can make 3 different selections for this field. These are respectively: None, Text, and Media.

  • None: This option must be selected if you do not want to use a title.

  • Text: You can select this option if you want to add a caption to your template. You can enter a maximum of 60 characters. You can define a variable for your text with the “Add Variable” button in the bottom right corner. The number of variable characters is also included in the 60-character limit.

  • Media: When you make this selection, you can add images, videos, or documents as titles to your template. The media you add to this field must be a sample and must not contain any customer data. You need to upload the source media when you send your message to your customers after the template is approved. File types supported for image selection are JPG and PNG. For video selection, the supported file type is MP4. The supported file type for document selection is PDF.

Body: This is a mandatory field; it cannot be left blank. You can write the content of your template message in this field. The content you will write should include the original message you will send to your customers. The maximum number of characters you can enter is 1024. You can add variables to this field. The number of characters of your variable is also included in the maximum character limit you can use. The content you add to the body field should not start and end with a variable.

Footer: This field is optional. You can use this field if you want to add a footer or a signature to your template. This section supports text only, with a maximum input of 60 characters and no variables can be added.

Buttons: This field is optional. By adding buttons to your template, you can enable your customers to respond to your message or take action. You can add up to 10 buttons to your message. Buttons are divided into 2: Quick Reply and Call to Action.

  • Quick Response Button: Includes Custom Button. With the custom button, you can create buttons with the texts you specify. You can enter up to 25 characters and you can add up to 10.

  • Call to Action Buttons: Includes 2 different types of buttons: Visit Website and Call Phone Number.

    With the visit website button, you can forward your customers to specific internet addresses. You can enter text with a maximum length of 25 characters and the url can contain a maximum of 2000 characters. Do not forget to add https:// at the beginning of the URL.

    With the Call phone number button, you can have your customers call the phone number you specify. You can enter text with a maximum length of 25 characters.

Adding/Removing Languages: You can add a new language or remove an existing language from the Language field on the left side of the page. Templates undergo a separate approval process for each language. For example, if you prepare a template in 2 different languages, English and Turkish, English may be approved while Turkish may be rejected. For more detailed information about the approval process, you can visit the WhatsApp Message Templates page.

Message Preview: From the Message Preview area on the right side of the page, you can instantly preview all the changes you have made to your message as follows.

Send for Approval: You can send the message template you have prepared for approval with the “Send” button on the right side. If the template is approved, you can start using it immediately and send it to your customers. However, you cannot send templates that are not approved.

Editing Message Template

You can edit a WhatsApp message template you have created before, by clicking the “Message Templates” button from the left menu after logging in to your Desk360 account.

If you have set up only 1 WhatsApp account, your message templates will be listed directly. However, if you have more than one WhatsApp account, you must first select the WhatsApp account you want to process.

You can edit your message template by clicking the edit (pencil icon) button to the right of the listed message templates.

When your editing is complete, you can send your template for Meta's approval with the “Send” button on the right side of the screen. If your request is rejected, you can edit your template message again and send it to Meta for approval.

A message template can only be edited 1 time in 24 hours.

Deleting Message Template

To delete a WhatsApp message template you have created before, you must click the “Message Templates” button from the left menu after logging in to your Desk360 account.

If you have set up only 1 WhatsApp account, your message templates will be listed directly. However, if you have more than one WhatsApp account, you must first select the WhatsApp account you want to process.

You can delete your message template by using the delete (trash icon) button to the right of the listed message templates.

Important notes:

  • If the message template you want to delete contains more than one language, your messages in all languages will be deleted.

  • The name of the deleted message template cannot be reused.

If you want to delete the content of a template that you have prepared in more than one language, you can do so by selecting the edit (pencil icon) button to the right of the listed message templates. To delete, you can use the Language field on the left side of the message template editing screen.

Sending Message Template

To send a previously created and approved message template to your customers, you must click the “Message Templates” button from the left menu after logging in to your Desk360 account.

If you have set up only 1 WhatsApp account, your message templates will be listed directly. However, if you have more than one WhatsApp account, you must first select the WhatsApp account you want to process.

You can access the message template sending page by selecting the send (arrow icon) button to the right of the listed message templates.

There are 2 options for sending message templates: Single Send and Multiple Send.

Single Send: With the “Single Send” option at the top right of the page, you can send the same message to one or more numbers at the same time by changing the variables and media in your text. Please enter your country code in the section where the phone number will be added. If there is a variable or media in your message, you need to fill in those fields completely.

Multiple Send: You can send the same message to more than one phone number with the same variables and the same media with the “Multiple Send” option in the upper right corner of the page. You can send to a maximum of 1000 phone numbers at a time.

There are 2 different methods for multiple sending. The first method is to download a sample .csv file from the CSV File field, save the phone numbers and variables you will send to the file you downloaded, and then upload the same file and send a bulk message. The second method is that you can enter the phone numbers one by one in the “Manual Upload” field, enter the variables, and upload the media in the variable and media upload field just below.

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