Create a WhatsApp Template

Procedure

Step 1

In the Management Portal navigation bar, choose New Digital Channels to launch the default console.

Step 2

Choose Assets > Templates.

Step 3

Click Add Template.

Step 4

Click the WhatsApp tab.

Step 5

Enter the template name in the Template ID field.

Step 6

Check the Is End template check box to set the template as a closing message of the chat conversation.

For example: Thank you for your time.

The agents will not expect any response to this message from the customer.

Step 7

Check the Is Start template check box to set the template as an opening message to initiate the chat conversation.

For example: Hello <Customer>, how can I help you today?

Step 8

Check the Is Follow-up template check box to set the template as a follow-up message of the previous chat conversation.

For example: In line with our earlier chat.

  • Custom Fields: Enter custom fields in the template body using angle braces. Example: <customer name>. Custom fields are editable fields even in locked templates.

  • System Parameters: Click the @@ icon beside the emoji icon above the Template Text field or click @@ in the template text field to view the list of system parameters. You can choose the relevant parameters and compose the template text. When you use these parameters in the template text, the corresponding values are dynamically substituted when an agent chooses these templates in a conversation.

    Note

    When the relevant values are not available for the configured parameters in the template body, these parameters are rendered in angle braces and are highlighted in yellow in the chat console.

Step 9

Click the Text radio button to create a text template. You can enter a maximum of 4096 characters in the text box.

Note

Attachments and WAB Registered Message template types are not applicable for Webex Contact Center tenants.

Step 10

Check the Lock Template check box to lock templates. When locked, agents can edit only the custom or dynamic fields. A locked template displays a lock icon beside the name.

Step 11

To share the template with other teams, choose the team from the Shared Across field.

Step 12

Click Save Changes.

The new template is displayed under the selected template group.