Telenor Engage

Author: telenorengage-user

  • How are variables used in WhatsApp Message Templates

    In WhatsApp message templates, variables are used to personalize messages by inserting dynamic content. They act as placeholders that are replaced with actual data when the message is sent.

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    How are variables used in WhatsApp Message Templates?

    In WhatsApp message templates, variables are used to personalize messages by inserting dynamic content. They act as placeholders that are replaced with actual data when the message is sent.

    For example:

    Consider a template: “Hello ” {{ 1 }}” , your order ” {{ 2 }}” is confirmed. We’ll notify you when it ships.”

    Variables:

    1. ” {{ 1 }}” – User’s name
    2. ” {{ 2 }}” – Order number

    So, if the user’s name is Sara and the order number is #12345, the message sent would be: “Hello Sara, your order #12345 is confirmed. We’ll notify you when it ships.”

    Why is Fallback value used in a message template?

    A fallback value in WhatsApp message templates is a default content used when variable data is unavailable or encounters an error. You can provide a fallback value to ensure messages remain coherent and meaningful even if personalized information is missing. The fallback value acts as a backup to maintain a positive user experience.

    For example,

    consider a template: “Hello ” {{ 1 }}”, your appointment is scheduled for ” {{ 2 }}”.” If the user’s name is not available (1 is empty), a fallback value like “Valued Customer” can be used to ensure that the message remains coherent: “Hello Valued Customer, your appointment is scheduled for “{{ 2 }}”.”

    In summary, a fallback value acts as a safety net, ensuring that the message remains meaningful even if specific variable data is unavailable.

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  • How to create WhatsApp template message in Digital Connect

    Templates are pre-approved messages that can be sent to the customers outside the 24-hour customer – service window. Once the templates are created, WhatsApp will manually review all templates before it is approved.

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    How to create WhatsApp template message in Digital Connect?

    Templates are pre-approved messages that can be sent to the customers outside the 24-hour customer – service window. Once the templates are created, WhatsApp will manually review all templates before it is approved.

    Here are the steps to create WhatsApp Template messages in Digital Connect.

    • Go to Template Manager and click on Create Template
    • Fields required to be filled to create the template

      You need to fill in the following fields to create and submit a template to WhatsApp for approval

      Channel – Select your channel

      Category – Select your template category based on the theme of your template

      Name – Provide a unique name for your template

      Language – Choose the language of your WhatsApp template message

      Template Type – Select your template type (depending on your requirement

      Header – (Optional) Add a title or choose which type of media you’ll use for this header

      Body – Enter the text for your message in the language you’ve selected

      Footer – (Optional) Add a short line of text to the bottom of your message template

      CTA or Quick Replies – Select the types of Interactive buttons you can add to your message to let customers respond to your message or take action
    • Lets provide the field details to create a sample template

      After clicking on Create Template, you will fill in the following details to start creating your WhatsApp template.
      Channel – Select your channel as WhatsApp
      Category – Select your template category based on the theme of your template ( in our case, we will select template category as Marketing).
      Name – Provide a unique name for your template (in our case, we will provide the name for our template as Discount offer)
      Language – Choose the language of your WhatsApp template message. For each template message, you can only pick one language.

    The template name can only be in lowercase alphanumeric characters and underscores. Special characters and white spaces are not allowed.

    • Click on Continue and provide following details on next screen

      Template Type – Select your template type as WhatsApp or Free form ( in our case, we will use WhatsApp as our template type) depending on your requirement

      Header – (Optional) Add a title or choose which type of media (TEXT, IMAGE, VIDEO & DOCUMENT) you’ll use for this header. In our case, since we wish to send a Media-based template message, we will select Image as header type.

    You can add images in a ratio of 16:9 or 1:1 with the max size limit of 5 MB.

    Here’s the size limit of different media items that you can share on WhatsApp

    Video 16 MB
    Image 5 MB
    Document 100 MB
    Sticker 100 KB

    Body – Enter the text for your message in the language you’ve selected. You can edit text formats, add emojis or include variables. These allow a developer to add unique information such as specific names, locations or tracking numbers , OTP numbers, etc when inputting the templates into WhatsApp Business Platform.

    These dynamic values are depicted by 1, 2, 3 and so on and so forth as shown in the image below.

    • Add Footer and Interactive buttons

      Footer – (Optional) Add a short line of text to the bottom of your message template

      CTA or Quick Replies – Select from drop down list the two types of Interactive buttons (Call to Action or Quick Replies) you can add to your message to let customers respond to your message or take action:

      None: : If you don’t want to add any buttons, select this option.

      Call to Action: Create up to 2 buttons that let your customers take action. The types of action include Call phone number and Visit website. This lets you add a phone number or website URL to your message

      URL- URL must begin with ‘https://’ & have a valid domain name

      Phone Number- The phone number should include the country code

      Quick Replies: Create up to 3 buttons that let your customers respond to your message. Quick Replies are canned responses that allow your users to reply with the click of a button. Using these, you’re more likely to receive a response from customers. There can be a maximum of 3 Quick Replies that can be sent with a template message (limitation by Meta itself) and can have a maximum of 20 characters.

      You can either add “CTAs” or a “Quick Replies” to a WhatsApp Template Message. You can’t have both in one Template Message. In our case, we have added 2 CTAs to our template message.
    • Review and Submit your template

      Finally, proofread the template message for mistakes or grammar errors before clicking the continue button. Once submitted, you can’t make changes to the same WhatsApp Template Message.

      Once you’re sure the message is ready to be reviewed, click ‘Continue’. to send to WhatsApp for approval.

    • Check template approval status on the template manager dashboard

      WhatsApp Template Messages typically take 1 minute – to 24 hours to get approved!

      Keep checking the dashboard for the status of the Template Message after submitting. In case your templates are being rejected repeatedly or is stuck in the pending status, please contact us at support@eocean.com.pk and we will be happy to assist you. You can refer to our article for rules and best practices for creating templates.

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  • Which character encoding we used for URDU text

    We used ISO 8859-1 for URDU text. ISO 8859-1, also known as Latin-1, is a widely used character encoding standard that supports the characters used in many languages, including English, French, Spanish, German and Urdu.

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    Which character encoding we used for URDU text

    We used ISO 8859-1 for URDU text. ISO 8859-1, also known as Latin-1, is a widely used character encoding standard that supports the characters used in many languages, including English, French, Spanish, German and Urdu.

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  • Which character encoding we used for English text

    (Global System for Mobile Communications)

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    Which character encoding we used for English text

    (Global System for Mobile Communications)

    We used GSM8 for English text. GSM8 is a character encoding standard used in GSM (Global System for Mobile Communications) networks for sending text messages. It allows messages to be transmitted using only 7 bits per character, instead of the full 8 bits used by most other character encoding standards.

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  • What is the standard format for number

    Standardized number format for directing SMS (GET API/REST API)

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    What is the standard format for number

    Standardized number format for directing SMS (GET API/REST API)

    We are following the standardized format for directing SMS. Hence, make sure you are using this format 923XX37XXX80 in GET API/REST API. Please do not use these formats (03XX 0092XX +92XX 9203XX) as SMS will be rejected at initial stage.

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  • What is the SMS Packet count

    English & Urdu SMS packet cost

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    What is the SMS Packet count/range?

    English & Urdu SMS packet cost

    English Text:

    1 To 160 Character 1 SMS Message (s) Count.

    161 To 306 Character 2 SMS Message (s) Count.

    307 To 459 Character 3 SMS Message (s) Count.

    460 To 612 Character 4 SMS Message (s) Count.

    613 To 765 Character 5 SMS Message (s) Count.

    Urdu Text:

    1 To 70 Character – 1 SMS Message (s) Count.

    71 To 134 Character – 2 SMS Message (s) Count.

    135 To 201 Character – 3 SMS Message (s) Count.

    202 To 268 Character – 4 SMS Message (s) Count.

    269 To 335 Character – 5 SMS Message (s) Count.

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  • Why SMS failed Or Undelivered

    What are the possible reasons why the user does not receive an SMS on his handset?

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    Why SMS failed Or Undelivered?

    What are the possible reasons why the user does not receive an SMS on his handset?

    There can be several reasons why a user might be unable to receive an SMS on their handset, some of the common ones are:

    1. Network connectivity issues: The user might not be receiving SMS due to poor network connectivity. They should check if their phone has sufficient network coverage or try restarting their phone to refresh the network connection.
    2. SIM card issues: The SIM card might be damaged or not inserted correctly, causing the user to not receive SMS. They should check if their SIM card is properly inserted and try removing and reinserting it.
    3. Messaging app issues: The user might be experiencing issues with their messaging app, causing them to not receive SMS. They should check if their messaging app is up to date and try clearing the app’s cache and data.
    4. Blocked numbers: The user might have accidentally blocked the number from which they’re expecting the SMS. They should check their phone’s settings to see if the number is blocked.
    5. Do Not Disturb (DND) settings: If the user has enabled DND settings, they might not be receiving SMS. They should check if their DND settings are turned on and disable them if necessary.
    6. Handset compatibility issues: The user’s handset might not be compatible with the messaging system used by the sender, causing them to not receive SMS. They should check if their handset is compatible with the messaging system and contact their service provider if necessary.
    7. SMS Storage Full: Handset/Sim storage full can prevent users from receiving new SMS messages. This is because the phone’s memory is unable to store any more messages, and therefore cannot receive any new ones. To resolve this issue, the user should delete some old messages from their phone’s SMS inbox to create space for new messages. They can do this by opening their SMS inbox, selecting the messages they want to delete, and then deleting them.
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  • You are sending SMS but not receiving in the actual format

    Incorrect rendering of SMS Text

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    You are sending SMS but not receiving in the actual format (Incorrect rendering of Text)

    Incorrect rendering of SMS Text

    English SMS is encoded in GSM8 coding which does not support some symbols due to this you might receive SMS in a different format. Hence, we suggest you use the encoded form.

    Example:

    Not Recommended:

    Recommended:

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  • You are trying to access our SMS API

    Time out error OR URL not responding Error

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    You are trying to access our SMS API but facing a time-out error Or URL not responding Error.

    Time out error OR URL not responding Error

    Eocean created a very secure environment for its clients that is much more capable to prevent cyber-attack. We have installed the latest firewall that restricts unwanted users. When you are trying to access our API from unauthorized IP our firewall restricts you. You need to whitelist your static IP first through our Support Team and then you will be able to access the API.

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  • You are a Linux user but while calling our SMS API

    Linux OS cannot read plain passwords. You need to do coding in PHP/HTML language to access the API. Here is an example in PHP language.

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    You are a Linux user but while calling our SMS API it shows you the error Invalid Username and Password

    Linux OS cannot read plain passwords. You need to do coding in PHP/HTML language to access the API. Here is an example in PHP language.

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