Introduction
Floatchat’s Send Template Message feature allows agents, supervisors, and owners to send template messages to users directly from their OneView Inbox. This feature is specifically available for WhatsApp channels.
Availability
The Send Template Message option is accessible in the OneView Inbox when 360 Dialog is enabled as a provider. It is exclusively available for WhatsApp conversations. Agents, supervisors, and owners can utilize this feature to send WhatsApp template messages directly from the OneView Inbox. It’s important to note that sending template messages does not open the 24-hour window for standard messaging.
Send Template Message in the Post-24 Hours Conversation Window
Agents, supervisors, or owners can follow these steps:
– Go to the “Messages” page in Floatchat.
– Select the WhatsApp conversation in the “All” tab to which you want to send the template message.
– Click on the “Send Template Message” button (only available if WA Provider is 360 Dialog).
– Fill in the required details in the new model that appears:
– Select Template: Choose the template added on 360 Dialog.
– Language: If there are multiple languages for the selected template, a list of languages will be shown.
– Header Parameter: If the template has header parameters, provide the corresponding values.
– Body Parameter: If the template has body parameters, provide the corresponding values.
– Footer Parameter: If the template has footer parameters, provide the corresponding values.
– Button: If the template includes buttons, select the desired path for the template message.
– Click the “Send” button to send the template message.
Note: Sending a template message will not move the conversation from the “All” conversation tab to the “Active” conversation tab. Template messages are charged separately as per the pre-existing WhatsApp plan and rates.
Send Template Message in the Less than 24 Hours Conversation Window
Agents, supervisors, or owners can follow these steps:
– Go to the “Messages” page in Floatchat.
– Select the WhatsApp conversation in the “Active” tab to which you want to send the template message.
– Click on the “Send Template Message” icon (only available if WA Provider is 360 Dialog).
– Fill in the required details in the new model that appears:
– Select Template: Choose the template added on 360 Dialog.
– Language: If there are multiple languages for the selected template, a list of languages will be shown.
– Header Parameter: If the template has header parameters, provide the corresponding values.
– Body Parameter: If the template has body parameters, provide the corresponding values.
– Footer Parameter: If the template has footer parameters, provide the corresponding values.
– Button: If the template includes buttons, select the desired path for the template message.
– Click the “Send” button to send the template message.
Allow Agents Permission to Send Template Messages
Customers can control the permission for agents to send template messages by accessing the “Security” tab in the “Advanced” section of the Configure page. The following options are available:
– Only Owners can send template messages: Only owners can see the option to send template messages.
– Owners and Supervisors can send template messages: Both owners and supervisors can see the option to send template messages.
– Owner, Supervisor, and Agents can send template messages: Owners, supervisors, and agents can see the option to send template messages.
By default, the setting is set to “Only Owners can send template messages,” and only owners can access this security setting.