Configuring Message Templates

Configuring message templates in WhatsApp4Dynamics allows users to set up predefined message formats for commonly used responses or communication scenarios.

These templates can then be easily accessed and used when sending messages through WhatsApp from within the Dynamics environment. However, these templates need to be pre-approved by Twilio & configured beforehand.

Note: Although, you can only initiate a conversation by sending a message template. You have the choice to send freeform messages when a customer initiates a conversation or replies on a sent template.

To configure WhatsApp message templates in Microsoft Dynamics 365 CRM using Twilio, you can follow these steps:

  1. Login to your Twilio Account.

  1. Navigate to Try it out, and then click on Send a WhatsApp message.

  2. Business-Initiated Messages

Once you have established a connection with Twilio WhatsApp Sandbox, you can customise the default templates under, Business-Initiated Messages. There are multiple Twilio message templates that you can choose.

Note: Twilio (Sandbox) limits you to default message templates. Twilio templates can be used on WhatsApp4Dynamics within Microsoft Dynamics 365 CRM.

For Example: The Appointment Reminders template says “Your appointment is coming up on {{1}}” In the curly brackets users can add dynamic values or CRM fields as values, while creating templates. However, the template cannot be changed.

Another Example: The Order Notification template that says “Your {{1}} order of {{2}} has shipped and should be delivered on {{3}}. Details: {{4}}” Similarly to the above example, in the curly brackets users can add dynamic values or CRM fields as values.

  1. Create Messages Templates in Microsoft Dynamics 365 CRM

You can now create WhatsApp message templates on Microsoft Dynamics 365 CRM after you have done the setup and are ready to copy templates from your Twilio Account.

To do so, follow the steps:

  • In WhatsApp4Dynamics click Configurations, and navigate to Message Templates.

  • Click +New Message Template to create a new WhatsApp Message Template.

  • Fill Up All the Fields

  • Template Type – Entity Template

  • Title – Add a fitting title or describe the template.

  • Record Type – Mention in which Entity the message template needs to show.

  • Message – In the message section, copy & paste the template from Twilio and customize the curly brackets. Add dynamic values or CRM fields as values to create templates as required.

For Example: As shown in the screenshot below, the Support team has created a WhatsApp message reminder about the appointment for the CRM Record (Contact). “Your appointment is{accountname} with{contactid}” Here accountname & contacted are the dynamic values and can be changed as per your preference.

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