Attention: this is the WhatsApp chat template guide your company needs

If you are trying to increase lead engagement rates and email marketing is not enough, there is another channel and format to increase them: WhatsApp chat templates!

In case you’re not already aware, one of the biggest benefits of using WhatsApp Cloud API is the ability for businesses to automate their communications through the use of templates.

Therefore, for those who are beginning to learn about and configure message templates, it is important to understand a number of concepts:

  • What types of messages can be used
  • How to structure and approve them according to WhatsApp policies
  • Different use cases…
Here’s an introduction to the world of WhatsApp chat templates.

What are WhatsApp chat templates?

A chat template, or message template, is a message format that can be used over and over again to send messages to your customers.
However, to use these message templates, you must first send them to WhatsApp and get approval.

Pro tip: Set them up in time as the process can take up to 48 hours.

Types of WhatsApp messages

WhatsApp Cloud API capabilities are not limited to message templates. There are other types of communications that companies can make the most of. Let’s see how they work.
When the end user initiates contact or responds to a message template, a 24-hour customer support window is initiated.

During this time the company and the end user can talk without setting up templates, now making use of “session messaging”. In this way, they can make the most of offering live chat messaging support.

In the event that a company has not responded within the 24-hour window, all is not lost. They can make use of a pre-approved template to reopen the conversation and interact with the customer.

Tyes of WhatsApp chat template

When creating the template in Facebook Business Manager or in a platform such as WOZTELL there are three types of initial categories:
  • Transactions: to send notifications about the account, orders and everything related to a purchase. They are essential to share the most important information with the customer.
  • Marketing: focuses on the promotional aspect of the WhatsApp Cloud API. This category is especially useful for sending offers and promotions directly to the customers’ conversation. A simple and quick way to get them to read your communications.
  • One-time passwords: for secure management via WhatsApp, these templates are used for sending codes that allow customers to access their account.
However, at the end of the day, the specific uses of each template are limited to the imagination and ingenuity of those responsible for configuring them. We could say that this is the Swiss Army Knife of communications.

Why are WhatsApp chat templates useful?

The reasons are not few, and surely every company using WhatsApp Cloud API will have a different answer. Even so, we have compiled some reasons to use it:
  • Improves the level of customer service offered through WhatsApp.
  • Ensures that messages sent by all teams are aligned with the brand.
  • Uses automation to create a more convenient way to scale larger communication systems.

Functions available in the chat templates

WhatsApp helps businesses create better customer experiences by adding various elements that enrich messages:
  • Format: A chat template can be text-only or add multimedia, documents, voice notes…
  • Interactive buttons make conversations faster and more convenient. You can use interactive buttons in two ways: call-to-action buttons (direct to web or call) and quick responses (responses within the chat).
Now you know that, if used correctly, chat templates can be very productive features. Let’s take a look at the best practices for creating WhatsApp chat templates.

Best practices for using WhatsApp chat templates

It’s not enough to just have an account and know what the main elements of a template are. It is essential that you learn the best practices for creating WhatsApp chat templates that offer value and are effective.

1. Name the message template

When naming your message template, remember to use only lowercase alphanumeric characters and underscores.

Once you hit “Ok” for WhatsApp to review the template, no more changes can be made. If you need to make any edits, you will need to redo the template as if it were a new one.

Pro tip: we recommend putting a numerical suffix such as “001” to indicate which version of the template is the most recent.

2. Choose the content of the chat template

When creating the message that will form the content of your template, here are a few things to keep in mind:
  • The content of the message template can only be text-based: letters, digits, special characters, emojis and WhatsApp-specific formats.
  • The content cannot be longer than 1024 characters
  • You can include variables to customize the message
  • You can send links or URLs from your company domain

3. Select the format of the chat template

WhatsApp Cloud API gives you the option to stylistically customize your text.
The content of your chat template can be formatted with italic, bold or underlined text.

Pro tip: Please note that there are certain default formats, the header will always have a larger size than the footer!

How to use chat templates for your business?

As we mentioned earlier, WhatsApp chat templates can help you proactively start conversations with your customers or keep them updated.

No matter how you use these templates, the benefits are impossible to deny. And here are just a few:

  • Real-time customer care and service
  • Improve customer experience with WhatsApp Cloud API quick response templates
  • Increased customer engagement with interactive buttons
  • Personalized customer experience with the help of customizable templates

Want to know more? Let´s talk via WhatsApp!

To sum up

You can use the WhatsApp chat template for various use cases of your company. It doesn’t matter if you want to send a greeting message or automate your replies.

But if you want to customize it for your company, contact us!