With a WhatsApp business account, you’ll have access to your own WhatsApp Manager. This is where you create your message templates. You’ll need these to reply to any conversation which has gone more than 24 hours without a reply.
Additionally, WhatsApp templates in Intercom must fall under "Utility" or "Authentication" categories. "Marketing" templates are not supported.
Create a message template
WhatsApp creates 3 samples by default but these won’t work once the account is verified.
Go to Settings > Channels > WhatsApp and select Create and manage message templates to create your own.
Click Create Template.
Fill in the template with a header (optional) and body text for your message in the language you've selected.
Use Variables to dynamically insert specific information or data into your message. You can insert either a name or number parameter.
Add quick reply buttons (optional).
Click Submit for Review to save this as a message template. The review process generally takes a few minutes before the template is ready to use.
Note: Variables in templates are supported only in WhatsApp messages sent from Outbound > Messages by default.
If you need to use templates with variables in WhatsApp messages sent from the Inbox, please reach out to our support team. We're happy to enable this feature for your workspace.
Once activated, you will need to perform a hard refresh of your dashboard to start using variables in templates.
FAQs
Do you support images in templates?
Do you support images in templates?
We don't currently support message templates that contain rich media such as images.
Are dynamic links supported in templates?
Are dynamic links supported in templates?
We do not support dynamic links in WhatsApp templates, only static links. Dynamic links are not supported to ensure consistent performance and prevent issues with variable rendering.
Why can I only add one static link in a template?
Why can I only add one static link in a template?
We don't support more than one static URL in a WhatsApp message template, you can only add one link. This restriction is in place to maintain compatibility and ensure templates function as intended within WhatsApp's API guidelines.
I created a new template but I cannot see it?
I created a new template but I cannot see it?
Note that templates are grouped by language which might explain why you do not see all your live templates. You will need to filter by language here:
Templates might also be missing due to inclusion of unsupported content, such as rich media or unapproved variables. Make sure your template follows Intercom and WhatsApp's requirements.
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