How to Configure WhatsApp Templates in Workflow
WhatsApp Templates enable businesses to send structured, pre-defined messages to customers through automated workflows. These templates are ideal for:
- Notifications
- Reminders
- Alerts
- Transactional updates
Templates ensure timely and compliant communication and are supported for both Meta WhatsApp and Gupshup WhatsApp sources in workflows. Templates can include:
- Plain text
- Placeholders (e.g., {{1}}, {{2}})
- Interactive elements (buttons, quick reply buttons)
To know more about the WhatsApp templates, explore further instructions about WhatsApp Message Templates (Meta): Setup & Usage in BoldDesk.
Send a welcome message using the template block and assign the conversation to an agent
To configure this feature, follow these steps:
-
To begin, integrate your WhatsApp account with BoldDesk via Admin > Chat > WhatsApp:
- To integrate Meta WhatsApp, learn more about WhatsApp Business Integration in BoldDesk via Meta Cloud API.
- To integrate Gupshup WhatsApp, learn more about Gupshup WhatsApp Integration in BoldDesk: Quick Setup Guide.
-
Navigate to Admin > Chat > Chat Automation > Workflows.
-
Create a new workflow for any trigger, and select an account connected to either Meta WhatsApp or Gupshup WhatsApp as the Source.
-
In the Actions section, add a Send Template block or edit an existing one.
-
Choose the Template you want to send. If the template has placeholders, configure the required details and click Add to save.
-
After adding the template, assign the conversation to an agent using the Set Assignee block from the Actions section. The workflow will function as indicated in the image below.
-
After configuring the exit block, Publish and Activate the workflow.
The Send Template block is available only when a WhatsApp account name is configured during workflow creation. This ensures that only the templates associated with the configured account are listed and usable within that workflow.
What happens if the template is edited in Meta or Gupshup WhatsApp?
If a template used in a workflow is modified in Meta WhatsApp or Gupshup WhatsApp:
-
A warning will appear in the workflow editor indicating that the template has changed.
-
A push notification is also sent to alert the account owner about the modification, indicating which workflows are affected.
You can then update the template in the workflow to reflect the latest changes.
FAQs
-
Where can I manage WhatsApp templates in BoldDesk?
You can manage all WhatsApp templates directly in BoldDesk under Admin → Chat → WhatsApp → Manage Templates. Explore further instructions about Meta WhatsApp Template Management in BoldDesk. -
Why is the “Send Template” block not showing in my workflow?
This block appears only when the workflow Source is set to a connected WhatsApp account. If the account is not selected or WhatsApp is not integrated, the block will be hidden. -
Does BoldDesk support multiple WhatsApp accounts?
Yes. You can configure multiple WhatsApp accounts under Admin → Chat → WhatsApp and choose the correct account when creating a workflow. -
What happens if a template I used in a workflow is deleted from my WhatsApp account?
BoldDesk will flag the missing template with a warning. You must update the workflow to select a different available template.
