Merchants can create custom templates with SHOPLINE's "WhatsApp Message Template."
This article will cover the following:
- Create a general template
- Create a slidable card template
- Send message template from Message Center
- Notes
1. Create a general template
Step 1
In the SHOPLINE Admin, go to [Channel Integration] > [WhatsApp] and click on the Message template tab.
Step 2
Select "Custom templates" from the drop-down menu on the left and click Create a Custom Template or Add template.
Step 3
Enter the template name.
*Note: The template name is for internal management only.
Step 4
Set up the template type:
- Application: "Marketing promotion" or "Customer service message".
- Type: Select "General message".
Step 5
Select the template language. You can set up multiple languages for one template.
Click the "x" icon on the right of the selected language to delete.
Step 6
Enter the title (Optional).
There are five title types:
i. None
ii. Text
Enter the text.
*Note: It supports inserting dynamic text for "Customer name".
iii. Image
Upload an image.
iv. Video
Upload a video.
v. File
Upload a file.
*Note: Currently, it only supports uploading a PDF file.
Step 7
Enter the template message text.
- You can insert dynamic text for "Customer name" and Custom message. You can add up to 5 dynamic texts.
- You can use AI Smart Content to help you generate content. For more details, please refer to the following FAQ.
Step 8
Enter a description (a short text at the bottom of the message).
Step 9
Click Add button and select the button type (Quick reply, Dial the number, Visit URL).
*Note: Supports adding up to 10 buttons.
i. Quick reply
Enter the button text in the field to the left and select the action for clicking the button (None, Subscribe to the store messages, and Unsubscribe from the store messages).
*Note: If you want to add multiple quick reply buttons, you need to add them consecutively and must not include other types of buttons in between.
ii. Dial the number
Enter the button text in the field to the left and enter the phone number in the field to the right.
*Note: Supports adding only one "Dial the number" button.
iii. Visit URL
Enter the button text in the field to the left and enter the URL in the field to the right.
*Note: Supports adding two "Visit URL" buttons and must be placed consecutively.
Step 10
Upon completion, you can preview the message on the right.
Upon confirmation, you can save the template as a draft or submit it for review.
i. Save as draft
Click on the Save button.
In the "Message template" tab, you will see the "Pending review" status for the template. You can edit, submit for review, or delete the template.
ii. Save and submit for review
Click the Save and submit for review button.
In the "Message template" tab, you will see the "Under review" status for the template. You can view, copy, or delete the template.
2. Create a slidable card template
Step 1
Enter the template name.
Step 2
Set up the template type:
- Application: "Marketing promotion" or "Customer service message".
- Type: Select "Slidable card".
Step 3
Select the template language. You can set up multiple languages for one template.
Step 4
A slidable card consists of a combination of one text message and one card message. Customers will receive a total of 2 messages.
i. Text message
Enter the text message to describe the card briefly.
*Notes:
- You can insert dynamic text for "Customer name" and Custom message. You can add up to 5 dynamic texts.
- You can use AI Smart Content to help you generate content. For more details, please refer to the following FAQ.
ii. Card message
- Add image/video.
- Enter the text.
- Add a button (supports adding up to 2 buttons):
- Quick reply: Enter the button text in the field to the left and select the action for clicking the button (None, Subscribe to the store messages, and Unsubscribe from the store messages).
- Dial the number: Enter the button text in the field to the left and enter the phone number in the field to the right.
- Visit URL: Enter the button text in the field to the left and enter the URL in the field to the right.
Click the "+" icon to add multiple cards to the slidable card.
*Notes:
- All cards should be in the same format, either image or video.
- The button for all cards will be added or removed simultaneously. For instance, if you add a "Visit URL" button to one card, the system will automatically add a "Visit URL" button to the rest of the card. Deleting the button in one card will also delete the same button type in all cards.
Upon completion, you can preview the slidable card in the preview section to the right. Then, you can save it as a draft or submit it for review.
3. Send message template from Message Center
After the message template is approved, go to the SHOPLINE Admin > [Social Commerce] > [Message Center] and select the conversation to send the message template.
i. Customers who interacted in the past 24 hours
Click the Send template message button below the conversation box, and all approved templates will show on the right. Click Send to send the WhatsApp message template to the customer.
*Note: If the template is in several languages, you can choose which language to send.
ii. Customers who have not interacted in the past 24 hours
Click the Choose Template button at the bottom of the conversation window, and all approved templates will show on the right. Click Send to send WhatsApp message templates to the customer.
You can do the following in the Message Center:
- Click View or Manage custom templates, and you will be directed to [Channel Integration] > [WhatsApp] to add or manage templates.
- You can quickly search the template by the template name and type.
- You can preview the template content of the selected language.
Send a template with "Custom message" dynamic texts
If the template has a "Custom message" dynamic text, you must set up the content for the dynamic text when you click Send.
Once you set up the custom message, you can preview them on the right.
Upon confirmation, click Send.
4. Notes
- For the message template to be approved, please refer to the "Template Review Rules" before creating a message template.
- If you need to revise the template content that has been submitted for review, it is recommended to do so on the copied version and submit it again for review.
- One WhatsApp account can support up to 250 message templates, including "Custom Template," "Preset Template," and the message template created in the WhatsApp Manager.
- The message templates created in the WhatsApp Manager are not shown in the message template list at the SHOPLINE Admin > [Channel Integration] > [WhatsApp].
- If the message template has several language versions, it will take up the quota of several templates. For example, if template A has Traditional Chinese and English versions, it will take up 2 template quotas.
- If you create/delete the message template or edit the preset message template in the WhatsApp Manager, you will be unable to use it in the Message Center.
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