WhatsApp Message Templates User Manual | Zoho Recruit

WhatsApp Message Templates User Manual

Zoho Recruit lets you have two types of messaging templates. They are
WhatsApp Approved Template - This is a pre-approved customized message that is used to send notifications to opted-in Candidates and can be used to re-initiate conversations after the 24 hour window. To start using the Message templates, you must first submit the messages to WhatsApp and get them approved.
Custom Template - These templates allow users to create standardized messages with merge fields for dynamic content, such as the recipient's name, appointment details, or other personalized information. This does not have to be approved by WhatsApp.
Permissions: Users with Admin and Standard profiles can create, edit and delete messaging templates.
Limits: 100 templates per Org (WhatsApp Approved and Custom Templates combined)

How to create Message Templates and submit them to WhatsApp for approval?

Once you have applied for the WhatsApp Business APIs and have verified and activated your business phone number, the next step is to create Message templates and get them approved by WhatsApp.

To create a new WhatsApp Approved Template

  1. Go to Setup > Customization > Templates > Messaging Templates and click +Whatsapp Approved Template.
  2. In the pop-up that is displayed, fill-in the following details
    1. Choose what Module the template is for.
    2. Select the Category of the template, i.e., Utility (or) Marketing.
    3. Select the Language used for the template's text. (Default Value: English)
    4. Enter a Title for the template (for eg., Initial Outrreach)
    5. Enter the text message you wish to send using the template. (Type # to insert merge fields)
  3. Click Save. The template will then be sent to WhatsApp for approval. It usually takes a couple of minutes to get approved. The status will indicate if the template has been approved or rejected.
  1. For WhatsApp Approved Templates, Zoho Recruit supports 60+ languages.
  2. The Language field is mandatory while creating the template.
  3. The Title field cannot contain multiple languages, special characters and emojis.
  4. Templates can be used only if their status is APPROVED.
  5. You cannot change the module while editing a template. This is to prevent errors in case any merge fields have been used.

Template Status

APPROVED - Successfully approved by WhatsApp.
PENDING - Request created and sent to WhatsApp.
REJECTED - Rejected by WhatsApp.

To create a Custom template

  1. Go to Setup > Customization > Templates > Messaging Templates and click +Custom Template.
  2. In the pop-up that is displayed, fill-in the following details;
    1. Choose what Module the template is for.
    2. Enter a Title for the template (for eg., Initial Outreach)
    3. Enter the text message you wish to send using the template. (Type # to insert merge fields)
  3. Click Save.
These are the mandatory fields to be filled:
  1. Template Name - Should be relevant to the message and also abide by the rules set by WhatsApp messaging.
  2. Template Category - Choose the relevant category from the list of options available in the dropdown menu.
  3. The Message can Include merge fields (type the "#" symbol and the list of merge fields will be shown and you can choose one and also add smileys if required. Refer to the template message approval criteria for information regarding the content that can be added.

Tips for successful template approval

Here are some useful tips to get your message templates approved by WhatsApp.
  1. Clarity: Be specific and use simple sentences to communicate, because the reviewers may not be aware of the customer's business and their needs.
  2. Avoid promotions: Refrain from using text that may be used to upsell your brand, and do not add details about calling scripts, a poll to collect data, or any messages that might have promotional phrases in them.
  3. Spelling: Check for spelling and grammatical errors and use the right formatting (e.g., {{parameters}} only use double curly brackets when including parameters)
  4. Name: Make it clear and specific to the body of the message template. For example: If you are sending a message about a bus ticket, name it bus_ticket-details rather than template_0123. Remember that Facebook will be reviewing the name, so if it's too vague, there's s chance of the message getting rejected. By providing better clarity about the name, the reviewers will be able to understand the purpose of your message.
  5. Create context: if you are trying to create a message template to re-open the 24-hour messaging window, then we would recommend that you include details about the previous conversation thread.
  6. Choosing the right category: Always use the correct template category. Choosing the wrong type will ruin your chances of getting the message template approved and this will also provide the necessary details for the WhatsApp approval panel to understand the purpose of your template submission.

Message Templates Categories 

Marketing – To send promotional offers and product announcements to increase awareness.
Utility - To send job updates, interview status and hiring alerts to your candidates.

Message Template Options 

1. Edit
Go to Setup > Customization > Templates.
Under the Messaging Templates tab click the edit icon next to each template in the list. Once you update the message, the status will change to Pending, and you will have to wait for WhatsApp's review process.
Note: You can only start using the message once it is approved by WhatsApp.
2. Deleting a Template Message
Go to Setup > Customization > Templates.  
Under the Messaging Templates tab click the delete icon next to each template in the list. Upon deleting the message, you will be prompted to confirm if you wish to delete the message template permanently.

Click on Delete to start the deletion process.
3. Search Option
If you wish to search for a message template, go to Setup > Customization > Templates.
Use the search bar to search for a particular template.

Examples of Approved and Rejected Message Templates

Approved Messages:
1. Follow-up message:
Hi [Name],

I wanted to follow up with you to see if you had a chance to review the job description for the role we discussed. If you're still interested, I'd love to schedule a time for us to discuss the position in more detail and answer any questions you may have.

Let me know if you have any availability this week or next.

Best regards,
[Your Name]
2. Initial outreach message:
Hello [Name],

I came across your profile and was impressed by your [skill/experience/achievements]. I wanted to reach out and see if you would be interested in exploring new career opportunities. Our company is looking for talented individuals like yourself, and I believe you could be a great fit for one of our open roles.

Would you be open to discussing this further? If so, please let me know and we can set up a time to chat.

Best regards,
[Your Name]
Rejected Messages:
1. Promotional Information:
Hi [Recipient's Name]! We have exciting news for you. Please click on the link below to claim your exclusive offer: [Link]. Hurry, limited time only!
Click here to view the guidelines for Message Templates.
How to use WhatsApp Approved Templates to reopen conversations?
WhatsApp Approved Template message can be used by a recruiter even when the chat has expired. (24hrs messaging time given by WhatsApp). Once the conversation between the recruiter and candidate has expired, the recruiter will be able to reopen the conversation by sending a whatsapp approved message.

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