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.

Personalized Message Template Variables

The Personalized Message Template Variables allows users to customize message content at the time of sending by entering values for variables (placeholders) directly from the chat interface.

Instead of creating multiple templates for different scenarios, this feature enables users to reuse a single approved template and dynamically update the variable values before sending the message to the customer.

Why This Feature is Useful

In real-world scenarios, messages often require small changes such as:

• Customer name

• Order number

• Appointment details

Without this feature, multiple templates would need to be created for each variation. With Personalized Message Template Variables, users can enter these details instantly while sending the message, making the process more efficient and user-friendly. Configuration Steps

1. Navigate to Message Templates

• Go to WhatsApp4Dynamics

• Open Configurations

• Click on Message Templates

2. Create or Select a Template

• Create a new template or open an existing one

• Select the required message template

• Ensure that variables are defined in the template

Example Template:

Hello {{1}}, 👋

Your interest in {{2}} has been successfully reviewed, and we’re pleased to inform you that your profile has been successfully reviewed and qualified!

3. Configure Variables for Personalization

• Scroll to the Variables Configuration section

• Open each variable record

• Set: Variable Value Type = Custom

• Save the changes

• Click Publish

How It Works

1. Open a chat record

2. Select the configured message template

3. A pop-up window will appear displaying only those variables that are configured as Custom

4. Enter the required values for each variable

Example Input:

• {{1}} → Emily

• {{2}} → WhatsApp4Dynamics

1. Click Save and Send to send the message template.

Final Message Sent:

Hello Emily, 👋

Your interest in WhatsApp4Dynamics has been successfully reviewed, and we’re pleased to inform you that your profile has been successfully reviewed and qualified!

Configure Security Role for Message Templates

Message Templates can be configured with security roles to control which users are allowed to view and use them in the Chat UI.

This ensures that sensitive or role-specific templates are accessible only to authorized users, helping maintain consistency, security, and proper communication guidelines across teams.

How to Assign Security Roles to a Template

Follow these steps:

1. Go to Configuration

2. Navigate to Message Templates

3. Select the required Message Template

4. In the field “Authorized Roles for Template Usage”, select the security roles

1. Click Save

Without Security Role

If no security role is assigned to a template:

• All users can access it from chat interface.

• The template will be visible to all the users in the Chat UI

With Security Role

If a security role is assigned to a template:

• Only users with that role can view and use the template

• Users without the required permission will not see the template in the Chat UI

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