Use a WhatsApp template message


Prerequisites:
  • Conversation > Message > Accept
  • Conversation > Message > View

As an agent, you can use a message template to respond to customers that use WhatsApp. If a WhatsApp message is more than 24 hours old, you can only send a message using a template. After the customer responds again, the 24-hour timer resets. 

To use a WhatsApp template message:

  1. Accept the WhatsApp interaction.
  2. Go to Canned Responses.
  3. Search for the template you want to use.
    Use the Show All or Show Available filter. Show All displays all messages but grays out all unavailable messages. Show Available displays only available messages. PureCloud hides unavailable messages and libraries with no available responses.
  4. Fill in the required template fields. If the conversation attributes match the field name, PureCloud populates the value of the fields. For more information, see Substitutions overview.
    Note: An agent must populate all fields or use automatic substitution to populate the fields. If the conversation attributes match the field name, PureCloud populates the value of the fields. If a field is missing a value, PureCloud displays an error and the message does not send.
  5. Click Send.
    Note: You can use a template with any other messaging type. For non-WhatsApp channels, PureCloud sends the message as plain text.