To be able to start a new WhatsApp conversation with your customers or reply to customers' messages after 24 hours after delivery, you will need to create identical WhatsApp templates in the 360dialog account and in LiveAgent.
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Related resourses:
- WhatsApp integration via 360dialog (separate article)
- 360dialog WhatsApp integration possible problems (separate article)
- WhatsApp ticket overview (separate article)
Create a WhatsApp template
To create a WhatsApp template login into your 360dialog account, navigate in the menu to the WhatsApp Accounts, edit the number for which you want to create a template, and go to the Templates section.
To create a new template correctly please check as well this 360dialog article which explains how to set the templates up on their side.
Fill out the new template form and submit it. You can use variables in format {{#}} to be able to type custom text within your templates in LiveAgent, e.g. {{1}}, {{2}}. Check this 360dialog article for more info.
Your templates need to be approved by Meta before you can use them in conversations. Approving a template by Meta might take even a few days. An approved template/translation is indicated by a green background.
Once you have the templates and their translations approved by Meta you can configure these templates in LiveAgent. Navigate to Configuration > WhatsApp > WhatsApp Numbers, edit the number to which you want to add the template by clicking on it, and click the "Change" button next to the "Message templates" header.
On the next "Message templates" screen, click the "Add" button to add a new template. Copy-paste the name and the message text of the template from the 360dialog console into the "Template name" and "Body" fields, and choose the same language as your template language.
The template name and the message text (body) of the template must be absolutely identical in both 360dialog and LiveAgent, otherwise, you won't be able to use the template.
Create a translation of a template
To create another language translation for an existing WhatsApp template, login into your 360dialog account, navigate in the menu to the WhatsApp Accounts, edit the number for which you want to create a template, go to the Templates section, and click on the Globe button in the row of the chosen template.
Similar to creating a new template shown above, fill out the new template translation form and submit it. You can again use variables in format {{#}} to be able to type custom text within your templates in LiveAgent, e.g. {{1}}, {{2}}. Check this 360dialog article for more info.
Every translation needs to be separately approved by Meta before you can use it in conversations. Approving a translation by Meta might take even a few days, and a single template can have some translations approved while others not. An approved translation is indicated by the green background/border.
Once you have the translations approved by Meta, navigate to Configuration > WhatsApp > WhatsApp Numbers, edit the number to which you want to add the template translation by clicking on it, and click the "Change" button next to the "Message templates" header. In the "Message templates" section, click on the globe icon next to the chosen template. Copy-paste the message text of the template translation from the 360dialog panel into the "Body" fields, and choose the translation language.
The message text (body) of the template translation must be absolutely identical in both 360dialog and LiveAgent, otherwise, you won't be able to use the translation.
Edit the template translation
To edit an existing WhatsApp template translation in Liveagent, navigate to Configuration > WhatsApp > WhatsApp Numbers, edit the number of which translation you want to edit by clicking on it, and click the "Change" button next to the "Message templates" header. In the "Message templates" section, click on the language which you want to edit. It still applies that if the translation is changed in LiveAgent, it needs to be changed in 360dialog as well.
It is not possible to edit the body of the translation once it's created. To change the message text in the body, it is needed to delete the translation and create a new one.
If there are more translations for a single template, the translation can be deleted from its language window. If there is only a single translation for a template, the translation can deleted from the Message templates section Action column.