Symptom / Need

You need an efficient and centralized way to create, edit, and manage the WhatsApp message templates (Meta) you use in your customer communications, without having to leave the wolkvox Manager platform. You want to control the entire lifecycle of these templates to ensure the consistency and effectiveness of your campaigns.

Context / Scenarios

Communicating with customers via WhatsApp is an essential tool in many operations. For this communication to be effective and compliant with Meta policies, it's essential to properly manage message templates. Previously, this might have required the use of external platforms. wolkvox Manager now offers an integrated interface that dramatically simplifies this process, allowing you to design and manage your templates directly from the familiar wolkvox environment. This feature is ideal for marketing, customer service, and sales teams looking to optimize their automated or semi-automated WhatsApp interactions.

Important note: To use multimedia templates (that include an image, video, or document in their header), you must have the wolkvox Storage service activated. wolkvox Storage is wolkvox's proprietary cloud storage service. If this service is not activated, you won't be able to use templates with multimedia content.

Answer (Solution / Recommendation)

Wolkvox Manager features an integrated interface that centralizes and simplifies the management of Meta's WhatsApp templates. This intuitive tool gives you full control over your message templates, allowing you to manage their entire lifecycle without leaving the manager.

Access to template management

1. Access Settings: Click the Settings button located in the top right menu of the wolkvox Manager application.
2. Navigating to Omni Channel: In the Settings window, select the Omni Channel tab.
3. Select WhatsApp: Within Omni Channel, go to the WhatsApp tab. All WhatsApp accounts linked to your transaction will be listed here.
4. Account Edit: Click the template edit icon (represented by a blue square button with a white pencil) on the specific WhatsApp account where you want to create or manage the template.

Configure Templates

1. Once inside the WhatsApp account editing, click on the three vertical dots (⋮) icon located in the upper right corner of the window.
2. Select the "Configure templates" option.

A modal window titled "Message Templates" will open, containing all the templates created for the selected linked WhatsApp connector. This template table displays the following columns:

• Name: The name of the template.
• Status: Indicates the status of the template (possible values: "Approved", "Rejected" or "FAILED").
• Preview: Displays a preview of the template message text.
• Language: Displays the language code selected for each template.
• Category: Indicates the category of the template ("Marketing", "Utility", or "Authentication").
• Actions: Contains a red trash can icon to delete the template.

You can click on any listed template to edit it. At the bottom of the table, you'll find two buttons:

1. "Create Template": To start the process of creating a new template.
2. "Sync Templates": Allows you to reload the template list to synchronize with the Meta system and bring in updated templates or those created from there.

Creating and editing templates

Clicking "Create Template" or selecting an existing template to edit will load the "Create Template" section with the following fields and options:

1. Template Name: Enter a unique name for your template. It should not contain spaces or special characters, but underscores are allowed.
2. Select Language: Choose the language in which the template will be displayed.
3. Category: Choose the category that best describes the purpose of your template:
   1. “Marketing - Promotions and Advertisements”
   2. “Utility - Information and Services”
   3. “Authentication - Verification and Security”
4. Header (Optional): Defines whether the template will include a media file in the header. Options are: "None," "Image," "Video," and "Document."
   1. If you select "Image," "Video," or "Document," a "Header Content Examples" field and a "Choose File" button will appear. The file you upload here is only an example for Meta review and will not be sent with the actual message to the client.
   2. Note: To use media templates, the wolkvox Storage service must be active.
5. Body: Enter the main text of your message, up to 1024 characters (spaces count).
   1. You can add variables by clicking "Add Variable." These variables will be replaced with customer-specific information before sending the message.
   2. You can also apply text formatting such as Bold, Italics, or ~~Strikethrough~~.
6. Footer (Optional): Add a short line of text or a legal note to the end of your message template.
7. Buttons (Optional): You can add up to three buttons. There are different types:
   1. "Quick Reply": You can add up to 3 buttons of this type.
      1. Each button has a text field (maximum 25 characters), a trash can icon for deleting, and arrows for sorting.
   2. Action Buttons ("Go to Website" and "Call Number"):
      1. You can create up to 10 buttons in total between these two types.
      2. If you want to combine types, you can have up to 3 "Quick Responses" buttons and up to 7 "Action" buttons.
      3. "Go to Website": Requires a "Button Text", "URL Type" (Static/Dynamic), and "URL" field.
      4. "Call Number": Requires a "Button Text", "Country Code", and the "Phone Number" (without a code).
      5. Each action button is enclosed in a box with its specific fields, arrow buttons for sorting, and a trash can button for deleting.

As you create or edit the template, the "WhatsApp Preview" panel on the right will show you what the final message will look like. When you're done, click "Save" to apply your changes or "Cancel" to discard them.