# Message Template

With the latest update, users can now send a variety of message templates including text, media, buttons, quick replies, and more. This enhancement allows businesses to utilize message templates in CRM just like they do on WhatsApp, maintaining the same structure and user experience.

## Configuration

## Step 1

1. Open Meta Platform: Begin by logging into your Meta account.
2. Navigate to WhatsApp: On the left-hand panel, find and select the **"WhatsApp"** option. This will open a submenu.
3. Select QuickStart: From the dropdown under WhatsApp, click on **"QuickStart"** to access the configuration options.

<figure><img src="/files/fFt97Wya83d70dQabNOq" alt=""><figcaption></figcaption></figure>

## Step 2: Create a New Message Template in Meta

1. Go to Message Templates: Under the **"WhatsApp Business"** section, select **"Message Templates."** This is where you can create and manage templates.
2. Click **"Create Template"**: On the right side of the screen, you’ll see a **"Create Template"** button. Click on it to start building your template.

<figure><img src="/files/78BpzxEw8ToKR7nlaCES" alt=""><figcaption></figcaption></figure>

3. Design Your Template: You can now create a template according to your needs. For example, you can add an image along with the text body. The interface allows you to customize your message template fully.
4. Submit for Review: Once your template is ready, select **"Submit for Review."** Meta will review your template to ensure it complies with their guidelines. Approval is necessary before using it in a business context.

<figure><img src="/files/TISv3FsWiK3Tbh8X8Ruu" alt=""><figcaption></figcaption></figure>

## Step 3: Configure the Template in CRM

1. Switch to CRM: After your template is approved, log into your CRM system.
2. Access Configuration Settings: Click on the **"Configuration"** option in the CRM menu.
3. Create a New Message Template: Select the **"+ New Message Template"** option to add the template you created on Meta.

<figure><img src="/files/oAoHy9or9OpFiDAEJMWH" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/hHvs8qkHn3ePszwEnnrG" alt=""><figcaption></figcaption></figure>

4. Search and Select Template: Look for **"WhatsApp Promotion"** in the template list. Select it to view the template’s body content and associated image URL.

<figure><img src="/files/TvsYgWxZOMFZ2MOP8Te5" alt=""><figcaption></figcaption></figure>

5. Save the Configuration: After reviewing the content, **save** your settings to finalize the integration.

**How It Looks to the Sender ⤵**

Once configured, here's how the message template appears from the sender's perspective when sent from CRM. The interface and structure mirror those of WhatsApp, ensuring a seamless user experience.

<figure><img src="/files/hyjUGGpPcwi7pww0SeXZ" alt=""><figcaption></figcaption></figure>

In WhatsApp4Dynamics, users can send a variety of message templates including text, media, buttons, quick replies, and more. This feature allows businesses to utilize message templates in CRM just like they do on WhatsApp, maintaining the same structure and user experience.

<figure><img src="/files/OEUtF5b0TRBSGd6vbsEj" alt=""><figcaption></figcaption></figure>

### How to create a message template

Follow the steps below to configure a new Message Template:

**Step 1: Create a New Message Template**

Click on the “+ New” button to create a message template.

<figure><img src="/files/gqagyDlCX8AvzyDWWN6p" alt=""><figcaption></figcaption></figure>

**Step 2: Configure the following fields**

Fill in the following fields:

<figure><img src="/files/yKNgNrVjVbDrojAhvNW1" alt=""><figcaption></figcaption></figure>

1. **Template type:**&#x20;

Template Type simply decides the purpose of the message template and when it should be used in the system. It indicates whether the template is meant for normal chatting, taking consent, handling opt-in/opt-out, or for system-driven events like agent joining or waiting for messages.&#x20;

<figure><img src="/files/1x2wauy0RYkVeV9XiFaq" alt=""><figcaption></figcaption></figure>

\
Following are the types of templates one can configure:

1. **Entity Template**: This template type is used when you want to create message templates for a specific entity only.\
   For example, if you want certain templates to be available only for the Contact entity, you can select Entity Template and choose Contact in the Record Type field.\
   Once configured, saved, and published, these templates will appear in:

* Contact entity records
* Chats entity records related to that contact
* Chat Hub records related to that contact<br>

2. **Global Template**: Global Template is like a general template that is not tied to any specific record. You can access this template anywhere WhatsApp4Dynamics whether it is a specific entity record, chat entity or Chat Hub entity.<br>
3. **Consent Template:** The Consent template is used to obtain explicit permission from customers specifically for sending marketing or promotional messages, ensuring transparency and compliance with messaging regulations and platform policies. This template is not required for regular or transactional communication.\
   \
   When this template is used, the customer is prompted to provide their consent (e.g., by replying with a specific keyword such as *YES*, *AGREE*, or *CONFIRM*). The system captures this response and records the customer’s consent status. Only after receiving valid consent should marketing or promotional messages be sent to the customer.\
   \
   **Use Case:**\
   Before sending promotional campaigns, a business sends a Consent template asking the customer to reply with “YES” to receive marketing messages. Once the customer responds with the keyword, the system records their consent and enables marketing communication for that customer.<br>
4. **Opt Out:** The Opt-Out template is used when a customer chooses to stop receiving marketing or promotional messages. This ensures compliance with communication and privacy regulations.\
   When configuring an Opt-Out template, the agent must define a keyword in the “Keyword” field (e.g., *STOP*, *UNSUBSCRIBE*). If a customer sends a message containing this keyword, the system automatically recognizes the request and triggers the Opt-Out template response. Additionally, the customer is marked as opted out, and no further marketing messages are sent to them unless they opt back in.\
   \
   **Use Case:**\
   A customer receives promotional messages on WhatsApp and replies with “STOP”. The system detects the keyword and sends a confirmation message (Opt-Out template), ensuring the customer no longer receives marketing communications.<br>
5. **Opt In:** The Opt-In template is used when a customer provides consent to receive marketing or promotional messages. This is essential for maintaining compliance and ensuring that communications are only sent to users who have explicitly agreed to receive them.\
   When configuring an Opt-In template, the agent must define a keyword (e.g., *START*, *SUBSCRIBE*, *YES*). When a customer sends this keyword, the system registers their consent and triggers the Opt-In template response. The customer is then marked as opted in and becomes eligible to receive marketing communications.\
   \
   **Use Case:**\
   A customer sends “START” to subscribe. The system recognizes the keyword, triggers the Opt-In template, and allows marketing messages to be sent to the customer.<br>
6. **Agent Join Template**:  It is used to manage the automatic message sent to the customer when an agent joins a conversation. By default, this message is triggered when an agent accepts a new chat or when an ongoing chat is transferred to another agent. Using this template, you can customize that system-generated message according to your business needs.<br>
7. **Fallback Template:** Fallback Templates are used as backup messages when the system cannot proceed as expected during a conversation. They come into play whenever the defined flow breaks, or the system is unable to understand or process the customer’s input.
   \
   For example, in a bot conversation, you might ask a pre-chat question with specific expected responses (like selecting from given options). If the customer enters something invalid or unexpected, the system cannot continue the predefined flow. Instead of leaving the chat stuck or confusing to the customer, the Fallback Template is triggered.<br>
8. **Call Recording Template**: The Call Recording Template is used to inform customers about call recording and capture their preference. It can be sent automatically when a call starts or manually by the agent, depending on the configured settings. By default, consent is considered as given; however, if the customer selects “No,” the call will not be recorded or stored
9. **Waiting message template**: Waiting Message Template is automatically sent by the system when a new incoming message is sent by the customer for the very first time, but no agent has accepted the chat. It informs the customer that their message has been received and that they are waiting for an agent to join the conversation. While configuring the Waiting Message Template, the following fields must be defined:

**Send on Create:** This setting determines whether the message is sent immediately after the customer’s message is received or not.

If Send on Create is set to **Yes**, the waiting message is sent instantly, regardless of the duration.

If Send on Create is set to **No**, the system waits for the specified Duration after the customer’s message is received. If no agent accepts the chat within this time, the waiting message template is then sent to the customer.

**Duration**\
&#x20;Specifies the time interval after which the waiting message should be sent if the chat remains unaccepted by an agent.

**Repeat Count**\
&#x20;Specifies how many times the waiting message should be sent if the chat remains unaccepted by an agent.

<figure><img src="/files/gYVLwc3UaylRbV33qS0y" alt=""><figcaption></figcaption></figure>

**Record Type:** The Record Type field is used to define the entity for which the message template is created. This field is applicable only when the Template Type is set to Entity Template or Consent Template. You can select any entity here, whether it is an out-of-the-box (OOB) entity or a custom entity.

<figure><img src="/files/fWRF7wXm1uwaZw5LpjIF" alt=""><figcaption></figcaption></figure>

**Template**: This field allows you to choose from the templates created in your Twilio or Meta account, and only the approved message templates will be listed here.

<figure><img src="/files/xmNzNbVlBjPe4q9Wnbn4" alt=""><figcaption></figcaption></figure>

**Title**: The Title field allows you to give a name to the selected template. By default, it displays the same template name that was defined during its creation in your Twilio or Meta account.

<figure><img src="/files/UqDck0RBpnZsvPqjHKSI" alt=""><figcaption></figcaption></figure>

**Message and Media URL:** These fields get auto populated when the user selects a pre-approved template. The user can then review the content of the selected template before saving the template.

<figure><img src="/files/zcapIhyHU8xsoRFr6j18" alt=""><figcaption></figcaption></figure>

**Authorized Roles for Template Usage (Optional)**: This field allows you to select the security roles for which the message template is available. Only users with the selected roles will be able to view and use the template. If no security role is selected, the template will be accessible to all users.

<figure><img src="/files/z04liFa9XdDAVu96Sac6" alt=""><figcaption></figcaption></figure>

**Step 3: Save and Publish the Template**\\

\
Once you are done, click on “Save” button to save the message template and then click on “Publish” button to activate the template so that you can use the template

<figure><img src="/files/pWzXBZkCgv5uNK88XMWz" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/CdRthw2USX6YvX4lCsXC" alt=""><figcaption></figcaption></figure>


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