Dynamic URL Setup for WhatsApp Templates | Personalized IM Messaging in Zoho Desk

Dynamic URL Setup for WhatsApp Templates in IM

A dynamic URL is a web link that automatically fills recipient-specific information, such as their name, email, or ticket ID. When sending messages, Desk IM replaces placeholders in the URL with each contact's actual data to customize the experience.
 
Example:
Instead of sending everyone the same link:
https://example.com/support 
 
You can send a personalized link like:
https://example.com/support? ${Contacts.First Name}
This personalization increases engagement and improves tracking accuracy.
 

Why use dynamic URLs?   

Benefit
Description
Personalization
Customize links for each recipient to make interactions more relevant.
Efficiency
Reuse the same template with dynamic data instead of creating separate templates for each scenario.
Higher Engagement
Personalized experiences lead to higher response and conversion rates.
 

How to add a dynamic URL in WhatsApp templates   

  1. Go to the main menu and select Setup.
  2. Under Channels > Instant Messaging > WhatsApp, choose Message Templates.
  3. Click Create Template or open an existing one to modify.
  4. Select the Call-to-Action option under Button.
  5. In the Buttons (Optional) section, select Call to action.
  6. Choose Visit Website as the button type.
  7. Enter the Button Text.
  8. In the field labeled Press $ to add placeholder in URL, start typing your base URL.
  9. Press the $ key or click the $ icon to get the placeholders
  10. Select placeholders such as:
    1. Contacts.First Name
    2. Contacts.Last Name
    3. Contacts.Email
    4. Contacts.Account Name
    5. Contacts.Mobile
    6. Contacts.Title
  11. Save and Preview  
Example URL Setup  : https://yourdomain.com/welcome?email=$Contacts.Email 
Each recipient receives a unique URL with their data inserted.


Notes
⚠️ Important Note on Placeholder Position
Placeholders in dynamic URLs will only work if they are added at the end of the URL. If they are placed in the middle of the URL, the template will be rejected.

Best practices   

Practice
Details
Test Before Sending
Verify placeholders resolve correctly by sending test messages to sample contacts.
Avoid Sensitive Data
Do not embed sensitive information (e.g., passwords) in URLs.
Keep URLs Short
Short, clean URLs look trustworthy and avoid truncation issues in messages.
Consistent Base URL
Maintain the same base URL. Vary only dynamic parts to simplify management.
 

FAQ   

What’s the difference between a static and a dynamic URL in message templates?
A static URL is fixed and identical for all recipients; there’s no customization. A dynamic URL, on the other hand, uses placeholders that are automatically filled with each recipient’s details, making every link personalized and more engaging.
What if a contact field is empty?
If a placeholder value is missing, the URL might become incomplete. Ensure contact data is current to avoid broken links.
Can dynamic URLs be created outside Desk IM?
Yes, dynamic URLs can also be created through Facebook Business Manager or platforms like BotSailor and Xpressbot and synced with your Desk IM template.
Where do I find available placeholders?
Click the $ icon within the URL input. Desk IM shows the list of supported contact fields.
Can I use multiple placeholders in one URL?
No.