Send Template
5.1.11 - Send Template
The Send Template action allows you to send approved WhatsApp message templates within a chatbot workflow.
WhatsApp templates are pre-approved messages that can include text, media, and dynamic variables. These templates are typically used for notifications, confirmations, promotions, and automated follow-ups.
Using templates ensures compliance with WhatsApp messaging policies while enabling businesses to automate communication with customers.
When to Use Send Template
Use the Send Template action when you want to send official WhatsApp template messages during a chatbot interaction.
Common Use Cases
Order confirmations
Appointment reminders
Payment confirmations
Marketing promotions
Product updates
Follow-up notifications
Example message:
Hi {{name}}, Your order has been confirmed. Thank you for choosing our service.
Templates allow personalization through dynamic variables.
How to Add Send Template
Follow these steps to add a Send Template action in your bot workflow.
Open Bot Builder
Click Add Node
Navigate to the Send category
Select Send Template
Configure the template settings
Click Create
Once configured, the template message will be sent to users when the chatbot reaches that step in the workflow.
Send Template Configuration
When configuring a Send Template action, several fields must be set.
Action Name
The Action Name identifies the template action within the bot workflow.
This name is visible only inside the bot builder.
Example:
Funnel Template Order Confirmation Template Appointment Reminder Template
Select Template
The Select Template dropdown allows you to choose from available approved WhatsApp templates.
Templates displayed in this list are those already created and approved in your WhatsApp Business configuration.
Example template names:
sandy_template
restaurant_funnel_final
funnel_camp_image
Select the template you want the chatbot to send.
Media (Optional)
Some WhatsApp templates support media attachments.
Supported media types include:
Image
Video
Document
To attach media:
Click Upload Media
Select a file from the media library
Confirm the selection
The selected media will be included in the template message.
Template Variables
Many WhatsApp templates include dynamic variables that personalize the message.
Example template:
Hello {{1}}, Your order has been successfully placed.
In the Send Template configuration, you must provide values for these variables.
Adding Variable Values
For each variable, you must enter:
Value
The value used to replace the variable in the template.
Example:
{{customer.name}}
This dynamically inserts the customer's name.
Fallback Value
The fallback value is used if the primary variable is unavailable.
Example:
Customer
If the system cannot retrieve the customer's name, the message will display Customer instead.
Adding Additional Variables
If the template contains multiple variables:
Click Add Variable
Select the appropriate variable field
Enter the value and fallback value
Variables can be populated using:
Customer fields (name, phone, email)
Stored variables
Custom data from the chatbot flow
The variable selector also allows you to pick values from customer data fields, such as name or phone number.
Media Library Selection
When uploading media, the system opens the media library, where you can:
Search for files
Upload new media
Select existing media files
After selecting the media file, click Send Selected Files to attach it to the template.
Finalizing the Template
Once all fields are configured:
Review the template preview
Verify media and variables
Click Create
The Send Template action will then appear as a node in the bot workflow.
When the chatbot reaches this node, the selected WhatsApp template will be sent to the user.
Example Template Interaction
Example template sent by a chatbot:
Hi John, Your order has been confirmed. You will receive delivery updates shortly.
This message uses the variable:
{{customer.name}} to personalize the message for each user.
Best Practices
Follow these best practices when using Send Template.
Use approved templates only
Templates must be approved by WhatsApp before they can be sent.
Personalize messages
Use dynamic variables to create personalized experiences.
Provide fallback values
Always define fallback values to prevent empty fields.
Keep templates concise
Short and clear templates improve engagement.
Test before deployment
Test templates in the bot workflow before publishing.
Summary
The Send Template action enables chatbot builders to send WhatsApp-approved message templates within automated workflows.
With Send Template, you can:
Send approved WhatsApp template messages
Include media attachments
Personalize messages using dynamic variables
Use fallback values for missing data
Automate notifications and updates
This feature ensures policy-compliant messaging while enabling scalable communication with customers.
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