Send Template
Learn how to send template messages using the OwnChat WhatsApp Chatbot Builder, including dynamic variables, media, and button types.
Overview: The Send Template action allows you to send pre-approved message templates to your WhatsApp users, making it easier to deliver dynamic, personalized content. You can send templates with variables, media, and interactive buttons that engage customers and automate workflows, like sending product catalogs, authentication codes, or limited-time offers. Templates reduce manual effort and improve customer engagement by utilizing dynamic content such as personalized greetings or product details.
How to Use the Send Template Action
Select a Template: From the Template Page, select a pre-approved template. Templates that include variables can be populated dynamically within the message using the Add Variable feature.
Set Variable Values:
Variable Value: Add dynamic data to replace each variable in the template (e.g., customer names, product details).
Fallback Value: Set a fallback value to display if the variable content is missing or invalid, ensuring the message is always properly formatted.
Upload Media:
If your template includes media, upload the appropriate images, videos, or documents to be sent to customers.
Buttons:
Quick Reply Buttons: Provide predefined responses that users can tap instead of typing. This helps guide users through the conversation, such as choosing an option from a list.
Call-to-Action Buttons: These allow users to take immediate actions, such as visiting your website or calling your support team directly from WhatsApp. The button text can be personalized using dynamic values, with fallback values ensuring functionality if data is missing.
WhatsApp requires button templates to pass their approval process. You can use buttons in templates to improve customer experience by offering direct, actionable choices.
Catalog Template:
Send product information, either by sharing the entire catalog or a selection of products.
Thumbnail Product: Choose a product to display as a thumbnail, which includes a product image and name.
Product Sections: Organize products into groups (up to 30 total) for better structure in your message.
Carousel Template:
Create dynamic messages with cards that include media, text, and buttons. You can add up to 10 cards, each containing rich content.
Limited Time Offer Template:
Send promotional messages with expiration dates. Use the date picker to set the offer's expiry time.
Authentication Template:
Send one-time passwords (OTP) or similar authentication messages. The OTP is dynamically populated using a variable tied to a button.
Example: Sending a Catalog Template with Buttons
If you’ve connected the WhatsApp product catalog to your OwnChat account and want to send a catalog template:
Select the Catalog Template from your template list.
Set a product as the thumbnail, including its image and name.
Add products into different sections for better organization, and personalize the message by using variables like customer names or product recommendations.
Include Quick Reply buttons for actions like “View Product” or “Add to Cart” to streamline the shopping experience.
For Call-to-Action buttons, add direct links to your website or an option to call customer support.
Your customers will receive a rich WhatsApp message showcasing your catalog, complete with actionable buttons for an interactive shopping experience.
WhatsApp Cloud API Considerations
Template Approval: All templates must be approved by WhatsApp to ensure compliance with their messaging guidelines.
Button Interactions: You can add up to 3 buttons per template message (either quick replies or call-to-action).
Media Requirements: Ensure all media complies with WhatsApp’s guidelines for supported file types (e.g., JPEG, PNG, MP4).
FAQs
1. How many buttons can I add to a template? You can add up to 3 buttons per message, which can be a mix of Quick Reply and Call-to-Action buttons.
2. What happens if I don’t set a fallback value? If no fallback value is set, the message might show incomplete or missing data if the variable value fails to load.
3. Can I include multiple media files in a template? No, WhatsApp templates only support one media file per message, whether it’s an image, video, or document.
Troubleshooting Tips
Template Not Sending: Ensure that your template is pre-approved by WhatsApp and all required fields, including media and variables, are filled out correctly.
Button Action Fails: Check that the buttons are properly configured with dynamic content or fallback values.
Incorrect Media Display: Verify that the media format and file size are within WhatsApp’s supported limits (e.g., JPEG/PNG for images, MP4 for videos).
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