Managing Clienteling Templates

Clienteling templates allow associates to save time and send precomposed messages. You can use Omnichannel Manager to set up message templates under Clienteling > Templates

There are 3 types of templates:

1. Opt-In Template - Used to initiate outreach and capture customer opt-in. This is a WhatsApp-specific template for clienteling.

2. Reconnect Template - Used to open a 24-hour service window on WhatsApp, in compliance with Meta’s messaging policies. This is a WhatsApp-specific template for clienteling.

3. Quick Replies - Used to reply in 1-tap for commonly occurring scenarios, such as needing a moment to reply. They can be used for both SMS and WhatsApp (during the 24-hour service window).

Learn how to use templates in clienteling in the Associate App.

Create a new template

To create a template:

1. Click Create Template

2. In the category section, select the template you want to create: Opt-In template, Reconnect Template, or Quick Replies.
   

3. Complete details and content of the template:

   1. Select the Language. Ensure you select the right language when you create the template. This makes it easy to filter templates based on language in the Associate App.

   2. Enter the Title to easily identify the template. The title is for internal usage in Omnichannel Manager and the Associate App. It will not be sent to the customers.

   3. Add the Message for the template that will be sent to the customer.

   4. Add dynamic Variables (such as customer name, associate name, store name) by clicking on Add variable. Variables are automatically replaced with real customer, associate, and store information in the Associate App.

4. Click Create Template.

   

Template approval and statuses for WhatsApp

Opt-In and Reconnect templates require Meta’s review and approval to be used in WhatsApp. Once approved, associates can use it in the Associate App.

When working with templates that require Meta's approval, you may see the following statuses:

• Unsubmitted – Template has not been submitted to Meta for approval. This status may briefly appear immediately after creating a new template.

• Received – Approval request has been received, but has not yet been submitted to Meta.

• Pending – Template is currently under review by Meta.

• Approved – Template has been approved by Meta and is available for use.

• Paused – Template has been flagged (for example, if users reported spam or blocked it) and cannot be sent to customers.

• Rejected – Template has been rejected by Meta and cannot be sent to customers.

Quick Replies templates are not subject to Meta's approval. Hence, they are readily available to be used in the Associate App after creation.

Edit Templates

Quick Replies templates can be edited. Currently, Opt-In and Reconnect templates cannot be edited due to the Meta's approval process requirement.

To edit a template:

1. Find the template you want to edit.

2. Click on the [pencil] Edit button on the right end of the row.

3. Update Language, Title, and/or Message as needed and click Save Template.

   

Pin Templates

Templates can be pinned to show up at the top of the list in the Associate App. The latest pinned template will show at the top of the list.

To pin a template:

1. Find the template you want to pin.

2. Click on the Pin button on the right end of the row.

3. The template is moved to the top of the list.

To unpin a template, repeat the process but click on [crossed-pin] Unpin button on the right end of the row.

If you want to review the order of the templates as it will show in the Associate App, you can select a category in the filter bar. Make sure any custom sorting is removed.

Delete Templates

Templates can be deleted to ensure only relevant ones are displayed in the Associate App.

To delete a template:

1. Find the template you want to delete.

2. Click on the   Delete button on the right end of the row.

3. The template is deleted. Deletion is permanent and cannot be reverted.