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Working with WhatsApp Message Templates

MessageBird
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When initiating a conversation with a customer, you must use a Message Template. Message Templates must be approved by WhatsApp and can be submitted via the WhatsApp Template Manager on the MessageBird Dashboard. Note that you can only create a Message Template if you have an active channel. It is not possible to submit your own Message Template when testing using our Sandbox.

What do I need to create a Template Message?

  • A name: The name of the Template Message has to be formatted in small letters only, and spaces need to be replaced with an underscore.
  • A body
  • Variable(s)/placeholder(s): The Template Message uses numbered placeholders '{{x}}' for each variable in the message. Each variable can be replaced with text that contains letters, digits, special characters, or spaces.

When submitting the Template Message for approval, you should keep in mind that it needs to contain the full body of the message, with the option to add unique parameters represented as placeholders. At least one parameter is required and the template should not contain any spelling mistakes.

What types of messages are supported as Template Message?

Supported Not supported
  • Account Update
  • Alert Update
  • Appointment Update
  • Issue Resolution
  • Payment Update
  • Personal Finance Update
  • Reservation Update
  • Shipping Update
  • Ticket Update
  • Transportation Update
  • Sales, discounts, promotions, product recommendations or offers
  • Recurring content
  • Customer re-engagement
  • Businesses asking customers to review their app
  • Businesses sending reminders or alerts that a customer may have indicated interest in seeing (not related to a purchase or event)
  • Product or marketing/brand surveys

 

What does a Template Message look like?

Template Message should be submitted as follows: 

Name: account_registration

Hi {{1}}! Thanks for starting your personal training plan. We’ll send you a {{2}} update with your new schedule. You can log-in online using your training ID {{3}}. Stay fit!

Your customer will receive:

Hi Joey! Thanks for starting your personal training plan. We’ll send you a weekly update with your new schedule. You can log-in online using your training ID 123456. Stay fit!

How can I submit a Template Message?

Only if you have WhatsApp access, you can submit a Template Message from your Dashboard via the WhatsApp Template Manager. If you do not have the WhatsApp access yet, sign up to get started.

  1. Head to the WhatsApp Template Manager in the WhatsApp Section on the left side of your Message Dashboard.
  2. Click on Create template, a pop up will open.
  3. Fill out all the information
    • Name: in small letters only and spaces need to be replaced with an underscore
    • Category: should describe the purpose of the message
    • Language: the language of the template
    • Content: is the full body of the message, with the option to add unique parameters represented as placeholders.
      • Make sure to include at least one variable, like {{1}}
  4. Double-check all the information and, once you're ready, click on Submit for approval.

Keep in mind that once submitted for approval, a message template cannot be edited.

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