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WhatsApp templates

Digital channels have policies that describe and regulate the usability of the channel. In the case of WhatsApp, if a customer initiates a communication to the Bot, it has a 24-hour window, from the last message, to respond to him with a free format message. After this period, it must use a message template.

WhatsApp templates are specific message formats that companies use to send notifications or customer service messages to people who have accepted to receive them. Some of these messages can be reminders, shipping information, trouble shooting or payment updates. It is the responsibility of the person hiring the service, to request approval of the template from the provider.

Lynn Proactive module provides a set of APIs that allow you to manage some of the module's functionalities, they are of type REST and require an Authorization Token.To check how to consume this API click HERE

There are two types of message templates:

  • MTM (Message Template): Allows the sending of a simple text message.

  • MMT (Media Message Template): Allows the sending of messages that, in addition to text, can contain a multimedia element, for example: images, videos, files, etc. The variety of supported formats, depends on the provider.

Template Settings per Provider

Each WhatsApp provider defines the necessary parameters for sending messages using templates. Below is the configuration for the providers supported by Lynn:

NEXMO

  1. Template MTM:

    1. TEMPLATE

      1. Possible value: verify

    2. NAMESPACE

      1. Possible value: 9b6b4fcb_da19_4a26_8fe8_78074a91b584

    3. LOCALE

      1. Possible value: en_GB

    4. WHATSAPP_NUMBER

    5. HSM_TYPE

      1. Value: MTM

    6. HSM_MTM_DATA

      1. Possible value

      2. 'Vonage Verification'

      3. '64873'

      4. '10'

  2. Template MMT

    1. TEMPLATE

      1. Possible value: verify

    2. NAMESPACE

      1. Possible value: 9b6b4fcb_da19_4a26_8fe8_78074a91b584

    3. LOCALE

      1. Possible value: en_GB

    4. WHATSAPP_NUMBER

    5. HSM_TYPE

      1. Value: MMT

    6. HSM_MMT_HEADER_DATA

      1. Possible value (Ver Documentacion):

        1. {type: text,text: replacement_text}

        2. {type: image,image: {link: http(s)://the-url}}

        3. otros

    7. HSM_MMT_BODY_DATA

      1. Possible value:

        1. {type: text,text: replacement_text}

        2. {type: image,image: {link: http(s)://the-url}}

        3. otros

MASIVIAN

  1. Template MTM:

    1. TEMPLATE

      1. Possible value: 151

      2. NAMESPACE

        1. Possible value: 9b6b4fcb_da19_4a26_8fe8_78074a91b584

      3. LOCALE

        1. Possible value: es

      4. WHATSAPP_NUMBER

      5. HSM_TYPE

        1. Value: MTM

      6. HSM_MTM_DATA

        1. Possible value

        2. 'Parámetro 1'

        3. 'Parámetro 1'

        4. '10'

TWILIO

  1. Template MTM:

    1. TEMPLATE

      1. Possible value: 151

      2. NAMESPACE

        1. Possible value: 9b6b4fcb_da19_4a26_8fe8_78074a91b584

      3. LOCALE

        1. Possible value: es

      4. WHATSAPP_NUMBER

      5. HSM_TYPE

        1. Value: MTM

      6. HSM_MTM_DATA

        1. Possible value

        2. 'Parámetro 1'

        3. 'Parámetro 1'

        4. '10'

INFOBIP

  1. Template MTM:

    1. TEMPLATE

      1. Possible value: welcome_multiple_languages

      2. LOCALE

        1. Possible value: es

      3. WHATSAPP_NUMBER

      4. HSM_TYPE

        1. Value: MTM

      5. HSM_MTM_DATA

        1. Possible value

        2. 'Parámetro 1'

GUPSHUP

  1. Template MTM:

    1. TEMPLATE

      1. Possible value: a5124f09-3a91-4fba-9438-e20a0150cd14

      2. LOCALE

        1. Possible value: es

      3. WHATSAPP_NUMBER

      4. HSM_TYPE

        1. Value: MTM

      5. HSM_MTM_DATA

        1. Possible value

        2. 'Nombre'

        3. 'Cancelar'

    2. Template MMT

      1. TEMPLATE

        1. Possible value: d697bbc9-7f87-4d1c-8d79-9d0f93dea688

      2. LOCALE

        1. Possible value: es

      3. WHATSAPP_NUMBER

      4. HSM_TYPE

        1. Value: MMT

      5. HSM_MMT_BODY_DATA

        1. Possible value:

          1. CLIENT_NAME + ',123'

          2. '{\type\:\image\,\image\:{\link\:\https://www.buildquickbots.com/whatsapp/media/sample/png/sample01.png\}}'

Template configuration for loading contact list

This tool allows you to create your necessary .CSV and Json templates for loading a contact list in Outbound campaigns. Follow these steps:

1- Access the corresponding Lynn environment (Testing or Production).

2- Locate the campaigns icon.

3- Select the division.

4- Locate the "WhatsApp Templates" button at the top right of the window.

5- In the popup window, you can create a new template or edit an existing one.

  • To create, click on the "+" button as indicated in the image.

  • To edit, click on the "pencil" button as indicated in the image.

In both options, you can see several fields, below is a description:

ITEM DESCRIPTION
Name Name of the template.
Channel Select the channel through which the campaign will be executed.
WhatsApp / Voice Depending on the selection of the "Channel" field, in this field, you can locate the phone numbers already configured. Select the number through which the campaign will be executed.
Template ID ID of the service provider's HSM template (Gupshup, Nexmo, etc).
Namespace Namespace of the service provider's HSM template (Gupshup, Nexmo, etc).
Locale Locality/Language
Campaign Type

Here you must define the type of campaign according to the template:

- MTM (Message Template): Allows the sending of a simple text message.

- MMT (Media Message Template): Allows the sending of messages that, in addition to text, can contain a multimedia element, for example: images, videos, files, etc. The variety of supported formats depends on the provider.
Column Delimiter The symbol that will delimit the columns in your .csv template.
Row Delimiter The symbol that will delimit the rows in your .csv template.
Enable Multiple Active Results Select "YES" to allow the same contact to have 2 records within the campaign.
Sandbox Record For exclusive use in the testing environment. Select "YES" to run the campaign with Sandbox.**
Enable Opt-In Contact Select "YES" to enable Opt-in contact, that is, a link will be sent to the user to subscribe and accept to receive information.
Ignore DND Select "YES" to ignore the client's DND (Do Not Disturb) settings.
Columns In this section, you can define the columns that will contain the data from your contact list. You can add new fields using the "+" button.
DATA/HEADER/BODY

In these sections you can define:

- The DATA(MTM): field to define the variable to be used in the campaign.

Example: Input: ["ContactName"].

Output: Antonio

HEADER (MMT): field to define the variable to be used in the campaign.

Example: Input: ["ContactName"].

Output: Antonio

The BODY (MMT): here you must define the text and variables to be used in the messages of the campaign (array of variables).

Example: Input: [ "'{\"text\", \"text\": \"' + ContactName + '\"}'"],

Output: Hi, greetings Antonio.

6- Next, you can obtain the CSV file that will serve as a template for you to enter the contact data for the Campaign, to do this locate the download icon as shown in the image:

7- For the list upload process, click on the “Upload campaign data” button:

In the pop-up window you can see:

a) WhatsApp Templates: where you can select the template configured in the previous steps.

b) Import Template: here the JSON already built to the measure of the selected template is found.

c) Contacts File: here you must select the .CSV file that already contains the data of your contacts. Remember to use the .CSV template you downloaded in the previous step.

8- Press "Upload File" and the data in the .CSV will be loaded and ready to be contacted.