How to Create and Use Twilio WhatsApp Templates in BoldDesk

Twilio WhatsApp templates allow you to send pre-approved messages to customers, especially for automated replies and conversations. This guide explains how to create templates in Twilio and use them in BoldDesk.

1. Create a Twilio WhatsApp Template

1. Log in to the Twilio Developer Console: https://www.twilio.com/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. Auto-Reply Messages

• 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.

  

3. Using Templates in BoldDesk Chats

Approved templates can be used in two scenarios:

a) Within the 24-hour Chat Window

• In the chat conversation, select the WhatsApp conversation.
• Click WhatsApp Template icon in the message input box.
  
  
• Choose an approved template from the popup.
• Fill in any placeholder fields if required.
• Click Send.
  
  

b) After the 24-hour Chat Window Has Expired

• In the chat module, open the expired Twilio WhatsApp conversation.
• Click WhatsApp Template in the message input area.
• Select a template from the popup.
• Fill in placeholder values if needed.
• Click Send to resume the conversation.
  
  

4. Supported Template Types in BoldDesk

Currently, the Twilio WhatsApp template supports only text-type templates in BoldDesk:

Frequently Asked Questions (FAQ)

1. Why do I need Twilio WhatsApp templates?
WhatsApp templates are required for sending messages outside the 24-hour customer service window and for automated replies. They ensure compliance with WhatsApp’s messaging policies.

2. How long does WhatsApp take to approve a template?
Approval usually takes a few minutes to a few hours, but it can vary depending on compliance with WhatsApp guidelines.

3. Can I edit a template after approval?
No. Once approved, templates cannot be edited. You must create a new template if changes are needed.

4. Why is my template rejected?
Templates may be rejected if they:

• Contain promotional or spam-like content.
• Violate WhatsApp’s business policy.
• Include unsupported media or formatting.

5. Can I use unsupported template types in BoldDesk?
No. BoldDesk currently does not support Authentication, Carousel, Flows, Location, Catalog, or Voice call button templates.