WhatsApp template guide

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WhatsApp Template Guide

Introduction

The WhatsApp template feature in ActiveCampaign empowers businesses to communicate efficiently with customers via pre-made messages. This feature is crucial as it facilitates communication through various message types like promotions, reminders, updates, and order confirmations. Notably, all templates must receive approval from Meta before they can be utilized to ensure compliance with their policies.

How to Access This Feature

To access the WhatsApp template feature, you must be subscribed to the WhatsApp Messaging add-on, which is available to users of the Plus, Professional, or Enterprise plans. If you have not purchased the add-on, it can be acquired separately.

Step-by-Step Instructions

Follow these steps to create a WhatsApp template:

1. **Log in** to your ActiveCampaign account.
2. Navigate to the **Messaging** section from the dashboard.
3. Select **WhatsApp** to access the WhatsApp messaging options.
4. Click on the **Template** section within WhatsApp messaging.
5. Select **Create Template** to begin.
6. Fill in the required fields, including:

  * A name for your template
  * Choose a category: Utility, Marketing, or Authentication
  * Specify the language for the template content

1. After completing the configuration, add content to your template, which includes:

  * **Header** (optional): You can add text, images, or videos.
  * **Body** (required): This is where the main content goes, allowing the use of emojis and variables.
  * **Footer** (optional): This appears in gray text and should include non-critical additional details.
  * **Buttons** (optional): You can add either **Quick Reply** or **Call-to-Action** buttons, adhering to WhatsApp's restrictions on their usage.

1. Once your template is configured, submit it for approval by clicking **Submit**.

Configuration Options and Settings

When creating a WhatsApp template, consider the following configuration options:

• **Template Name**: Provide a descriptive name that reflects the template's purpose.
• **Category**: Select one of three types:

  * Utility – For transactional messages.
  * Marketing – For promotional messages.
  * Authentication – For sending one-time verification codes or similar.

• **Language**: Specify the language in which the content should be created.

After these settings, you can structure your template content into the following sections:

• **Header**
• **Body**
• **Footer**
• **Buttons** (Includes Quick Replies and Call-to-Action options)

Best Practices and Tips

To ensure successful template creation and approval:

• **Broad and Contextualized Templates**: Keep templates broad to allow for personalization. For example:

 - Instead of "Hello Template:1, your invoice (number 12345) is ready!" use "Hello Template:1, your invoice for Template:2 (number Template:3) is ready!" This allows for reuse with different customer accounts.

• **Clear Naming**: Use consistent and meaningful naming conventions for easier identification. For instance, prefix names with the type of message or template, like "Support Reply - After Event."
• **Iterate on Templates**: Modify templates based on approval feedback or performance metrics to improve the approval rates and conversion rates.

Troubleshooting

If your template is rejected, consider the following common issues:

• **Incorrect Category**: Ensure you select the appropriate category for your template. Misclassification can lead to rejection.
• **Formatting Issues**: Avoid having consecutive variables or templates ending with a variable.
• **Suspicious Content**: Ensure no ambiguities in your message content as WhatsApp may reject broadly termed templates.
• **Policy Violations**: Avoid content related to prohibited product categories listed in the WhatsApp terms and conditions.

Common Use Cases with Examples

1. **Promotions**: Notify customers of discounts using a Marketing template. 2. **Order Confirmations**: Send purchase confirmations as Utility messages. 3. **Verification Codes**: Utilize Authentication templates for sending OTP codes.

FAQ

Q1: How long does it take for a template to be approved? A1: The approval process can take up to 48 hours.

Q2: What types of content can be included in a WhatsApp template? A2: You can include text, images, videos, and variables in the template.

Q3: Can I send marketing messages to users in the United States? A3: Currently, it is not possible to send marketing templates to customers with a United States phone number.

Q4: What should I do if my template is rejected? A4: Review the rejection reason, address formatting issues, and ensure you comply with the content guidelines.

Q5: How many buttons can I add to a WhatsApp template? A5: You can add up to three Quick Reply buttons or one **Call-to-Action** button, depending on your choices.

Q6: Can I reuse templates? A6: Yes, templates can be reused, especially if they are designed with context and variables.

Q7: What happens when a customer replies within 24 hours? A7: If a customer replies within 24 hours, the conversation continues, and the timer resets.

For further resources and product documentation, visit the Hilos help center and the ActiveCampaign blog for additional updates and guides. ```