Quick Navigation
- Managing WhatsApp templates
- Synchronizing WhatsApp templates
- Changing templates status
- Integrating WhatsApp via 360dialog (separate article)
- WhatsApp Integration Overview (separate article)
- 360dialog WhatsApp integration possible problems (separate article)
To be able to start a new WhatsApp conversation with your customers or reply to customers' messages after 24 hours, you need to create WhatsApp templates in your 360dialog account.
Manage WhatsApp templates
To manage your WhatsApp templates, login to your 360dialog account and click on the "Manage WhatsApp Business account" button to get to the WhatsApp Business management section. In the WhatsApp Business management section, navigate to the "Templates" tab.
To create a new template, click on the "Add template" button in the top right corner. To create a new translation of a template in a different language, click on the Globe button in the row of the chosen template. To edit a template, click on the Pen button in the row of the chosen template, if a template has multiple translations, select the translation first by clicking on its language code. To delete a template, click on the Thrash can button in the chosen template's row.
Please check this 360dialog article which explains how to correctly set the templates up. New templates or translations require approval from 360dialog and Meta.
Synchronize WhatsApp templates
Once you have the templates and their translations set up, they can be synchronized and populated into your LiveAgent account. WhatsApp templates can be synchronized in multiple ways.
The templates are automatically synchronized by the server every 24 hours. Templates can be also synchronized manually by navigating to Configuration > WhatsApp > WhatsApp Numbers & clicking on the number for which you want to synchronize the templates. Opening the WhatsApp number configuration window synchronizes the number's templates, indicated by the "Synchronizing templates..." message in the "Message templates" section. The templates are successfully synchronized once the label states "Templates successfully synchronized.".
Additionally, templates can be also synchronized while viewing the list of templates by clicking on the "Change" button next to the "Message templates" header and clicking "Synchronize" in the Message templates window.
Change templates' status
If you want to make a specific template unavailable but do not wish to delete it completely, you can deactivate it. For that, in Configuration > WhatsApp > WhatsApp numbers, click on the number of which templates' status you want to change, click the "Change" button, and in the Message templates window click on the template translation of which status you want to change. Each template translation can be set as active or inactive separately. Disabling a template in LiveAgent won't change its status in your 360dialog or Meta account.