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Working with chat templates in customer and order cards Let's look at how to work with chat templates in an order card using the example of WhatsApp Business integration. false W3sidGl0bGUiOiJTZXR0aW5ncyIsInVybCI6Ii91c2Vycy9hZG1pbmlzdHJhdGlvbi8ifSx7InRpdGxlIjoiQ29tbXVuaWNhdGlvbiBzZXR0aW5ncyIsInVybCI6Ii91c2Vycy9hZG1pbmlzdHJhdGlvbi9jb21tdW5pY2F0aW9uLXNldHVwLyJ9LHsidGl0bGUiOiJDaGF0IHRlbXBsYXRlcyIsInVybCI6Ii91c2Vycy9hZG1pbmlzdHJhdGlvbi9jb21tdW5pY2F0aW9uLXNldHVwL21lc3NhZ2UtdGVtcGxhdGUvIn1d Settings /users/administration/ ["users","Settings"] ["users","Settings","Communication settings"] users

Working with chat templates in customer and order cards

Let's look at how to work with chat templates in an order card using the example of WhatsApp Business integration.

Contents

  1. Sending a template from an order card
  2. Sending a template from a customer card
  3. Sending a template from Chats

Let’s look at how to work with chat templates using the example of WhatsApp Business integration.

Chat templates can be sent using triggers. Read more about triggers in the related section.

Note

If the work with chats is deactivated or the corresponding license extension is not purchased (chats are not paid for), it will be impossible to send a template message from the customer/order card.

A template may not be delivered when sent to a foreign phone number. To resolve this, adjust the To field in the chat template according to the instructions.

Sending a template from an order card

When the system receives a new order, it contains contact information including the phone number to which the WhatsApp application is bound.

If you need to contact the customer via WhatsApp, click on the “Send Template” button in the “Communications” block. A PopUp window will open where you can select a message template and a phone number to which the message will be sent.

Important!

A provider may not support the transfer of templates if they contain an invalid parameter value. The parameter text cannot contain newline/tabulation characters or more than 4 consecutive spaces. In such cases an error will appear when sending the template.

Sending a template from a customer card

Sending a template from a customer card works in the same way. In the “Chats” tab, select the template that will be sent to the customer.

With WhatsApp Business, the customer service window remains open for 24 hours after the customer’s last message. Each new customer message resets the window for another 24 hours. Once it closes, the business must send a template message to resume communication. A new customer message opens the service window again.

Note

After the template is sent, a dialog is automatically created in the system, which in its turn is allocated to the customer to whom the template was sent. It will not be displayed in the dialog list until the customer responds, but you can go to it from the customer card.

Sending a template from Chats

Sending templates from Chats becomes available when the 24 hour dialog box expires. You can select the required template by clicking on the “Send Template” button.

Sending a WhatsApp template from Chats

The customer should be saved in the system. If the customer was not saved at the time of sending, it will be saved automatically.

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Learn how templates are created and what data is available to edit manually.