How to create automatic follow-up templates

On our platform, you can schedule messages via WhatsApp. However, according to WhatsApp's business rules, messages sent actively by a company must go through a validation process. In this article, we will explain how you can create and customize the messages you will send to your customers.

 

1. Navigate to the Settings menu, then to WhatsApp Templates, and click on New Template:

2. Select the template type Follow-up and enter a title for your template:

3. Add an image if desired (optional):

4. Now write the message text. Remember, your customers' data—name, phone number, and email—are available on the platform. You can use these details in your text by referencing them with the "@" symbol.

For example, the message:
“Hello, @name, shall we make a reservation?”
Will appear as:
“Hello, Juliana, shall we make a reservation?” for your customer Juliana.

5. After completing the text, you can choose whether to add a button with a URL or a quick reply button. See the difference between the two below:

• Button with URL: Add a redirect to any website, for example, your booking engine.
  
  
  
• Quick Reply Button: Create pre-set reply options (text) for the traveler to select quickly.
  
  
  

⚠️ Attention:
Quick reply buttons provide a shortcut for the traveler to send a text, but they differ from buttons sent by the bot. Below are some precautions to take when using this option:

• Since this is a WhatsApp template, quick reply buttons are not directly structured within your bot's flow. This means the text will only be understood by the AI if corresponding training is registered.
• You can test the button text directly in your bot to ensure the response is correct.
• If the button text is too generic, like “yes” or “no,” training is not recommended. In this case, it’s better to use this template with the bot turned off. This prevents the traveler from being misunderstood by the bot, and your support team will know how to proceed with the customer.

Example:
A good use of quick replies would be:

• Add the buttons “Continue conversation” and “No, thank you.”
• Schedule the message with the bot turned off so your agent can follow up or resolve the interaction based on the traveler's response.

Note: You can add up to 11 text buttons.

6. Now click Save, and your template will be automatically sent for WhatsApp approval. You’ll see its status as Pending:

7. To check if your template was approved, click the two arrows on the right of the screen. Approval can take up to 48 hours, depending on WhatsApp's rules. We recommend registering your messages in advance of their intended use.

8. If your template is approved (as shown in the image below), you’re all set! You can now send messages and increase contact with your customers. If it was rejected, simply re-register it by correcting the error that WhatsApp will indicate. Click the “eye” icon to view the template details.

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