WhatsApp templates

Issue

Can't reply in the WhatsApp conversation I have with a customer in Mobile Service Cloud after 24-hours and have no template to send.

Product

• Mobile Service Cloud
• CM Channels platform

Cause

After 24 hours, it is not possible anymore to send a WhatsApp message to the customer. This is due to Meta regulation. You will end up with a screen as shown below:

If you want to reach out to the customer after 24-hours, you can send a template message. If the customer reacts to the template, the conversation is started again.

Resolution

When your customer is unable to select a WhatsApp template, they will need to create one within their channels account. They can create a template using the following steps:

Step 1

Navigate to the channels account of the customer and select "Templates" and click on the "+" symbol as show below:

Step 2

Give the template a name and select a category. Make sure the correct languages are selected. Note that these languages will impact all templates. Not just the one you are currently making. Finally, click on "Create".

Step 3

On the next page, you can create the template. Make sure the field "Body" is filled in, this is a mandatory field. The other fields are optional. When you are done creating the message in all the languages selected, click "Request validation" to finish.

Note: the template has to be approved by WhatsApp and may take about 3 business days per languages.

You should now be able to select the created template message within Mobile Service Cloud.