Introduction  

Understanding Multilingual Templates in IM Inbox  

What Are Multilingual Templates?  

Why Use Multilingual Templates?  

1. Customers receive messages in their native language.
   
2. Ensures messages adhere to WhatsApp’s business policies.
   
3. Agents can quickly send pre-approved messages without manual translation.
   

How Multilingual Templates Work  

1. The system retrieves the customer’s preferred language from their profile.
   
2. If the preferred language template is available, it is selected automatically.
   
3. If the preferred language is unavailable, the default language is used.
   

Steps to Use Multilingual Templates in Inbox  

1. Navigate to the Inbox and select an active customer chat.
   
2. Click the Template Messages option in the reply area.
   
3. The system preselects the customer’s Preferred Language.
   
4. If necessary, agents can manually Change the Language using a drop-down menu.
   
5. The system displays placeholder input fields.
   
6. Agents must enter relevant data, such as:
   
1. Customer Name:{{1}}
   
2. Order Number:{{2}}
   
7. A preview of the final message with placeholders filled in will be shown.
   
8. Click Send to deliver the message.
   

Error Handling for Agents   

Agent Workflow Example  

1. Customer Name: Juan Pérez
   
2. Preferred Language: Spanish (es)
   
3. Template: order_confirmation
   

1. Open Juan Pérez’s chat.
   
2. Select order_confirmation from the Template Messages menu.
   
3. System automatically selects Spanish (es).
   
4. Fill placeholders:
   
1. {{1}} = Juan Pérez
   
2. {{2}} = #56789
   
5. Preview Message:
   
1. Spanish:"Hola Juan Pérez, tu pedido #56789 está confirmado."
   
6. Click Send.
   

1. "Hola Juan Pérez, tu pedido #56789 está confirmado."
   

Best Practices for Agents  

1. Check the language pre-selected by the system before sending the template.
   
2. Ensure All Placeholders Are Correctly Filled  
   
3. Be Aware of Template Approval Status  . If a template is pending approval, it cannot be sent.
   
4. If the preferred language is not available, use the default template.
   
5. Notify customers that they are receiving messages in a different language.
   
6. Regularly check analytics to understand which templates and languages are most used.
   
7. Provide feedback for translation improvements when needed.
   

Troubleshooting & Support  

1. Check error messages for missing data or approval status.
   
2. Confirm the customer’s preferred language is correctly set in their profile.
   
3. Contact support if:
   
1. Messages fail to send.
   
2. Templates are not appearing in the inbox.
   
3. Translations need updates.
   

Frequently Asked Questions (FAQ)