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Category: Template Manager

  • Utility Template Library

    Utility templates are triggered by user action or request. The Utility Template Library offers pre-written templates for common use cases like payment reminders and delivery updates, enhancing ease and agility in template creation.

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    Utility Template Library

    Utility templates are triggered by user action or request. The Utility Template Library offers pre-written templates for common use cases like payment reminders and delivery updates, enhancing ease and agility in template creation.

    The Template Library, available in the Template Manager, provides pre-written templates categorized as utility. You can access and use these pre-approved templates without needing additional approval. Although the content is fixed, the parameters can be customized to suit specific business or user information.

    Creating Templates via Template Manager

    • In Digital Connect’s sidebar, select Template Manager and click Create Template.
    • Under Browse the WhatsApp Template Library, select Browse Templates.
    • You will now see all currently available utility templates. Use the search bar to search by topic or use case, or use the drop-down options on the sidebar to filter the results.

    Note that hovering over a template will show the values of its parameters.

    • To create a template, select one by clicking on it. Then, add the name of your template, select the language, and fill in the button details. Once you complete these steps, click Submit.

    Note: If you choose Customize Template, your template will need to go through a review before you can send messages.

    Template Parameters and Restrictions

    The templates in the library contain both fixed content and parameters. The parameters represent spaces in the template where variable information can be inserted, such as names, addresses, and phone numbers.

    In the example above, parameters like the name Jim or the business name CS Mutual can be modified to accept variables like your customer’s name and your business’s name.

    Messages sent using templates from Utility Template Library are subject to parameter checks during send time. Values used in parameters that are outside of the established ranges listed below will cause the message send to fail.

    For additional information, refer to Meta’s official documentation

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  • View Template Insights for message templates in Digital Connect

    The Template Insights tab in Digital Connect provides performance insights for WhatsApp Business message templates, allowing you to optimize your business messaging strategies.

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    View Template Insights for message templates in Digital Connect

    The Template Insights tab in Digital Connect provides performance insights for WhatsApp Business message templates, allowing you to optimize your business messaging strategies.

    Here are the types of insights you’ll be able to view about your message templates:

    • Messages sent: The number of messages that your business sent to customers in the selected time window.
    • Messages delivered: The number of messages your business sent to customers that were delivered successfully in the selected time window. Note that not all messages that you send may be delivered. For example, if the customers device is out of service, your message may not be delivered.
    • Message read rate: The percentage of messages read that were delivered successfully in the selected time window. Message read rate is the number of messages read divided by the number of messages delivered.
    • Button engagement: How many times a button in your message is clicked. Examples include clicks on a Quick reply button or other call-to-action button clicks.
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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.

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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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  • Template Manager

    Learn how to create and submit templates for approval by WhatsApp

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