How to Create and Use Twilio WhatsApp Templates in BoldDesk

Twilio WhatsApp templates let you send pre‑approved messages to customers—ideal for automated replies, conversations, and BoldDesk workflows. This guide explains how to create templates in Twilio and use them in BoldDesk.

1. Create a Twilio WhatsApp Template

To start using WhatsApp templates in BoldDesk, you first need to create and submit them for approval in Twilio. Follow these steps to build a compliant template:

1. Log in to the Twilio Developer Console.

2. In the Develop sidebar, select Messaging.

   

3. From the dropdown, choose Content Template Builder.

   

4. Click Create new to start a template.

   

5. Provide:

   • A unique template name.

   • Template language and content type.

   • Click Create.

     

6. Add content:

   • Header (optional)
   • Body (required)
   • Footer (optional)
   • Buttons (optional)

7. Save the template and submit it to WhatsApp for approval.

   

Templates must comply with WhatsApp guidelines for faster approval. Once approved, the template will be available for use in BoldDesk.

Explore more on Creating templates with the content template builder.

2. Using Twilio WhatsApp Templates in BoldDesk

Twilio‑approved WhatsApp templates enable compliant, structured messaging across BoldDesk Chats and Automations. In BoldDesk, you can use templates for auto‑reply Welcome/Away messages, send them within the active 24‑hour chat window, resume expired conversations after the 24‑hour window, and trigger them from Workflows. Here’s how to use them effectively:

a) Auto-Reply Messages

Configure approved templates for Welcome and Away messages to ensure timely responses even when agents are unavailable.

• Approved templates can be configured for Welcome and Away messages under Twilio WhatsApp account settings.

• These templates will be sent automatically as auto-replies within the 24-hour chat window.

  

b) Within the 24-hour Chat Window

Send templates during active conversations to maintain compliance and streamline communication.

1. In the chat conversation, select the WhatsApp conversation.

2. Click WhatsApp Template icon in the message input box.

   

3. Choose an approved template from the popup.

4. Fill in any placeholder fields if required.

5. Click Send.

   

c) After the 24-hour Chat Window Has Expired

Use templates to resume conversations that have passed the 24-hour limit.

1. In the chat module, open the expired Twilio WhatsApp conversation.

2. Click WhatsApp Template in the message input area.

3. Select an approved template, fill in placeholders, and click Send to resume the conversation.

   

d) BoldDesk Workflows (Automations)

Automate notifications and follow-ups by adding WhatsApp templates to your workflows.

How to add in a workflow:

1. Navigate to Admin → Automation → Workflows.

2. Choose a Workflow Trigger.

   

3. Click Add Workflow.

4. In the Create New Workflow dialog:

   • Enter the workflow name.

   • Choose the workflow’s brand.

   • Select Source as WhatsApp (Twilio).

   • Set conditions.

   • Click Next.

     

5. In the workflow designer, add a block by clicking the plus icon.

6. Select Actions → Send Template.

   

7. In the WhatsApp Template Settings page select a Template from the Template dropdown.

8. Check the Preview panel to ensure:

   • The message text appears correctly.
   • Buttons display with proper labels and actions.

9. Click Add to save the template.

   

10. The WhatsApp Twilio template block will appear in the workflow.

    

11. You can add more workflow blocks along with WhatsApp Twilio template block. At the end of the workflow, choose an exit option and click Publish & Activate to enable it.

Frequently Asked Questions (FAQ)

1. Why do I need Twilio WhatsApp templates in BoldDesk?
Twilio WhatsApp templates are required for automated messages, resuming expired chats, and triggering workflow notifications in BoldDesk.

2. What messages can I send in BoldDesk using Twilio WhatsApp templates?
You can send text and media messages, including images, videos, and documents, for auto-replies, workflows, and chat conversations.

3. Do Twilio WhatsApp templates need approval?
Yes. All templates must be approved by WhatsApp through Twilio before they can be used.

4. How do I create a Twilio WhatsApp template?
Log in to the Twilio Developer Console → Messaging → Content Template Builder, click Create new, add details and content, then submit for approval.

5. Where is the Content Template Builder in Twilio?
It’s located under Develop → Messaging in the Twilio Developer Console.

6. How long does WhatsApp approval take for Twilio templates?
Usually a few minutes to a few hours if the template meets WhatsApp guidelines.

7. How do I use approved Twilio WhatsApp templates in BoldDesk?
You can use them for auto-replies, active chats, expired conversations, and workflows.

8. Can I set Twilio WhatsApp templates as auto-replies in BoldDesk?
Yes. Approved Twilio WhatsApp templates can be configured for Welcome and Away messages under Twilio WhatsApp account settings.