WhatsApp Templates Managment

Overview

WhatsApp message templates are specific message formats you can send to your customers. These messages allow you to send notifications or customer care messages (e.g., appointment reminders, shipping information, issue resolution, or payment updates).

In this article we'll review all the management options.

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Tip:

We recommend reading our WhatsApp limits and guidelines article. This article will help you get your templates approved and represent your company in the best light.

Manage WhatsApp Template

  1. Go to Settings.

    Click on the symbol in the agent dashboard.

  2. Click Channels WhatsAppTemplates. Click here

Submit New Template

  1. Click on the symbol.
  2. In the Template Name text box, type a unique name for your template.

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Note:

Template names must be in English, can't contain capital letters, and spaces must be represented by an underscore. Glassix will not allow you to input names that violate these rules.

  1. Click on the appropriate category, in the Choose Category dropdown.
  2. Click on your desired languages, frim the Languages dropdown.
  3. In the Body text box, type your template message.
    1. You can add a variable by typing or by clicking on ➕ Add Variable.
    2. You can add Bold/Italic/strikethrough/Monospace text by marking the desired text and clicking on the correlating button.
  4. Click on Add Sample.
  5. In the Add Sample Content window, fill in examples for your variables.

    Be sure to fill in the variables in an informative and sensible manner.

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Tip:

When submitting a sample, not in English, make sure it translates well to English. You can do this using a translation site.

  1. Repeat steps 5-7 for all languages.
  2. Click Confirm.

Add Header

A header allows you to add either a title or media to your template.

Add Title

  1. In the Header section, click on Text.
  2. In the Text box, type your desired title.

    A title can have one variable by typing {{1}}.

Add Media

  1. In the Header section, click on Media.
  2. Click on the desired media type..

Add Footer

  1. Click on Footer.
  2. In the Text box, type your desired footer text.

Add Buttons

Buttons allow your customers to respond to your messages or take action.

Add Quick Reply Buttons

Quick Reply Buttons give your customer built in easy responses to your messages.

  1. In the Buttons section, click on Quick Reply.
  2. In the test box, type your desired button text.
  3. To add a button, click on ➕ Add Button and repeat step 2.

    You can add up to 3 buttons that must be have different text.

Add Call To Action Buttons

Call To Action Buttons can either start a phone conversation or redirect your customer to a website.

  1. In the Buttons section, click on Call To Action.
  2. Click on the desired category, from the Choose Category drop down.
  3. In the Button Text text box, type the text presented to the customer.
  4. Fill boxes:
    1. If you chose the Visit Website category:
      • Click on the desired URL Type from the drop down.
      • In the Website URL text box, type the desired URL.
    2. If you chose the Call Phone number Category:
      • Click on the desired country code from the country drop down.
      • Type the desired phone number.
  5. To add a button click on ➕ Add Button and repeat steps 3-4.

    You can't have two buttons of the same category.

Duplicate Template

Edit Rejected Template

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Note:

Editing a template in only available for templates that have been rejected. If you wish to change a template that is pending/approved you need to submit the template again with a new name.

  1. Click on the Template's name or click on the symbol.
    2.Click on Edit template.
  2. Edit your template.

    You can't change the name of the template.

  3. Click Confirm.

Add Language to Template

You add a language to a template that's been submitted.

  1. Click on the Template's name or click on the symbol.
    2.Click on Edit template.
  2. Click on your desired languages, frim the Languages drop down.
  3. Fill your template according to the steps in Submit New Template.

Duplicate Template

This is helpful for times you want to edit a template that has been approved. A new template will be created with _Copy at the end of the name.

  1. Click on the Template's name or click on the symbol.
  2. Click on Copy template.
  3. Fill your template according to the steps in Submit New Template.

Delete Template

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Warning:

This will delete the template including all it's languages and can't be recovered. The template name will be open to reuse in 4 months.

  1. Click on the symbol.
  2. Click on the Delete template.
  3. In the Delete template window, click on Confirm.

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