Content library: Using Message Templates to streamline your customer interaction

Create templated messages to use across different channels, including WhatsApp, email, and SMS.

In this article, we will guide you through the process of creating and using message templates within our communications platform. You will learn how to turn commonly-used messages into templates that can be quickly sent to your customers without having to type them out every time. 

Creating Message Templates

To create a message template, follow these steps:

Navigate to the Content Library:

• Log in to your account on our communications platform.
• Go to the Content Library section from the main menu (1)
• Click on the Message Templates tab (2)

Create a New Template:

Step 1: Click on the blue + button in the bottom right corner

Step 2: Fill in the necessary fields such as the template name and content. Note: The template name should be in lower case, no spaces, separated by underscores

Step 3: Personalise: Use variables to personalise messages with the recipient’s name or other specific information.

{{contact.name}}
{{contact.givenName}}
{{contact.familyName}}
{{contact.email}}
{{contact.telephone}}
{{agentName}}
{{video}}
(creates a link to the videoconference)
{{messenger}} or {{facebook}}
(creates a link to the Facebook messenger channel)
{{whatsapp}}
(creates a link to the WhatsApp channel)

Step 4: Save the template: Once you are satisfied with the message, click Submit.

Your template will now be available in the Content Library.

Using Message Templates during conversations

You can use your saved message templates in any communication channel to which you are subscribed.

Here’s how:

Initiate a Conversation: Start a conversation with a customer via any or your available channels, such as WhatsApp, email, or SMS. If you’re a BMW organisation, you can send templates to the customer’s My BMW app.

How to initiate a conversation

Step 1: Click on the Conversations icon in the navigation

Step 2: Click on the + link at the top of the screen

Step 3: Select a channel from the tabs available

Step 4: Fill out the required fields

Step 5: Click on the dropdown menu to the right of Message to reveal a list of your saved templates.

Step 6: Choose the desired template from the list.

Step 7: The template content will automatically populate the message field

Step 8: Click ‘Start conversation’ button.

Use a message template during a conversation

During a conversation, you can choose to use one of your templates rather than type your message directly. In your message box, use the dropdown menu to choose a template, as above.

Special Instructions for WhatsApp

If you wish to use message templates in your WhatsApp channel, especially to start a conversation, the templates must first be approved by WhatsApp.

After creating your template in the Content Library, you must submit it for approval directly from the platform.

If you have integrated your WhatsApp account into the platform, you will see a WhatsApp slider when creating or editing a template.

Switch this to the right to display the additional fields required by WhatsApp.

The approval process usually takes a few minutes to a few hours. Once your template is approved, you will receive a notification.

Approved templates can then be used to start conversations on WhatsApp.

Read more about how to use WhatsApp message templates.

Best Practices for Using Message Templates

• Personalise: Use variables to personalise messages with the recipient’s name, or other specific information.
• Keep it clear and concise: Ensure your message is easy to understand and gets to the point quickly.
• Comply with regulations: Always follow communication channel regulations and best practices to avoid penalties or message delivery issues.

By following these steps, you can effectively utilise message templates to enhance your customer communication across various channels. If you have any questions or need further assistance, please contact our support team.