Using multilingual WhatsApp templates in Android

When agents receive multiple tickets for similar issues, they can use pre-approved WhatsApp templates to draft responses quickly. These templates also enable multilingual translation to help agents communicate with customers in their preferred language. The ability to send pre-approved messages in multiple languages without manual translation helps improve response times and increase user engagement.

For example, if a customer using a food delivery service encounters discrepancies and needs to reach out for support, the agent can use these templates to quickly respond with a pre-approved reply in the user's preferred language.

In the mobile app, template messages can only be viewed; they can only be created in the web application. Learn more about creating WhatsApp templates.
Agents can translate templates in around 70 languages. They can choose the desired language when adding templates to the channel.
Template translation is available for both marketing and utility messages.

To send messages using templates from the chat screen

Open the Zoho Desk app
Tap the hamburger menu and select IM
Tap on any accepted chat.
Tap the More icon and select WhatsApp Templates.
Select the desired language from the dropdown and then select a Message Template.
View Message Preview.
Click Send.

Agents can also send WhatsApp messages using multilingual templates to customers from the ticket detail and contact page.

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