How can you create a WhatsApp template to Start Conversation?

In this tutorial, you will learn how to create message templates to initiate active conversations on WhatsApp API.
These templates allow you to send personalized automated messages to your customers, enhancing the efficiency and effectiveness of your business communications. With just a few simple steps, you can create customized templates for sending direct messages. Check out the step-by-step guide below:

1. Access your Admin Panel.

2. Click on the Settings menu.

3. Select the WhatsApp Templates option.

4. Now click on New Template.

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⚠️ Attention: As a Facebook requirement, all templates created will be automatically submitted for content review. This process may take from a few seconds up to 48 hours, according to Facebook’s own rules. To learn more about message sending guidelines and best practices, visit the FAQ: https://www.whatsapp.com/legal/business-policy
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5. Select the template type as Start conversation in Livechat

6. Choose the language and name for the template;

7. Select the template category: either Marketing (messages involving sales, discounts, or service offers) or Utility (messages related to ongoing support or important information about an active service);

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⚠️ Attention: The message may be automatically reclassified and moved to a different category by Meta. If this happens, you will receive an email from Meta and can dispute the imposed change. Just click the “Business Support” option and follow the step-by-step instructions. If your request is approved, the category will be automatically updated on the WhatsApp Templates menu.
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8. Now let’s move on to the message content. Adding an image is optional. Then write the message text. Important: The message text must be up to 550 characters and include no more than 9 emojis.

Remember, you can use “@” to substitute any information you want. For example, the template:

“Hi @client! This is @agent from Hotel Asksuite. We spoke on the phone. Can we continue here?”

A client named Ana will receive the following message:

“Hi Ana! This is Juliana from Hotel Asksuite. We spoke on the phone. Can we continue here?”

If you enable the “Save customer information in contacts” option, you will be able to store these contacts as leads in the Asksuite Contacts screen. The contact information will also appear pre-filled during live chat when the conversation is opened.

When you insert an “@” variable into the message text, a dropdown will automatically open allowing you to define whether the variable refers to the contact’s name, email, or phone number.

9. Finally, you can choose whether to add a button with a URL or a quick reply button. Below is the difference between the two types:

• Button with URL: Add a redirect to the desired website, for example, your booking engine.
  
  
  

• Quick Reply Button: Create preset reply options (text) for the traveler to select quickly.
  
  
  

⚠️ Attention: The quick reply category offers a shortcut for the traveler to send a text, but it is different from buttons sent by the bot. Below are some precautions you should take when using this option:

• Since this is a WhatsApp template, quick reply buttons are not directly structured in your bot’s tree. This means the text will only be understood by the AI if there is a corresponding teaching registered.
• You can test the button text directly in your bot to verify if the response is correct.
• If the text is too generic, such as “yes” or “no,” it is not recommended to register it. In this case, it is ideal to use this template in a campaign with the bot turned off. This way, there is no risk of the traveler not being understood by the bot, and your support team will already know how to proceed with the customer.

In the example provided in the article, a good use of the quick reply would be:

• Add the text button “Yes,” reducing the Meta 24-hour window release to just one click.
• Send the message with the bot turned off so that your agent can continue the interaction.

Note: You can add up to 11 text buttons.

10. Now just save it. Done! Your template has been sent for Facebook review.

If you have any questions or want to learn more, check out our article on Facebook Template Approval.