Types of Messaging Templates

Custom Templates

WhatsApp Approved Templates

Availability

Permissions: Admin and Standard profile users can create, edit, and delete messaging templates.

Limits: Each organization can use up to 100 templates (combined total of WhatsApp Approved and Custom Templates).

Creating Custom Templates

1. Navigate to Setup > Telephony > Instant Messaging > Custom Templates.
   
2. Click +Custom Template to create a new Custom template.
3. Fill in the details.
   
1. Module: Select the relevant module for the template.
   
2. Title: Enter a descriptive title (e.g., Initial Outreach).
   
3. Message Body: Compose your message. Use  to insert merge fields.
   
4. Click Save.
   

Creating WhatsApp Approved Templates (Interactive Message Templates)

Types of Interactive Message Templates

Zoho Recruit offers two main types of WhatsApp Interactive Templates to cater to different communication needs.

1. Call-To-Action (CTA) Templates
   Purpose: Encourage candidates to take specific actions (e.g., call, visit a webpage).
   Use Case: Ideal for guiding candidates through recruitment steps and encouraging active participation.
2. Quick Reply Templates
   Purpose: Provide candidates with preset response options for quick and easy interaction.
   Use Case: Useful for gathering brief responses, confirming availability, or conducting simple surveys.

Create Interactive Templates  

1. Navigate to Setup > Telephony > Instant Messaging > Approved Templates.
   
2. Click +Approved Template to create a new approved template.
   
3. Fill in the details.
   
1. Module: Select the appropriate module that the template will be used for.
   
2. Template Category: Choose between 'Utility' for job updates and hiring alerts, or 'Marketing' for promotional offers and product announcements.
   
3. Language: Specify the language in which the template will be written.
   
4. Title (Mandatory): Provide a descriptive name for the template.
   
5. Header (Mandatory): Choose between 'Text' or 'Media' for the header format. This section should be customized with relevant details such as job titles or campaign information.
   
6. Message Body (Mandatory): Craft the main body of your message, ensuring it adheres to your organization’s tone, language, and branding guidelines. Use the "" symbol to insert merge fields if needed.
   
7. Add Interactive Elements: Include CTA buttons or Quick Reply options to enhance interactivity.
   
8. Response Options: Provide clear and concise response options for candidates
   
4. Click Save.
   

Using Interactive Templates

1. Go to the Candidates module and select the desired candidate for sending an interactive message template.
   
2. Click on the WhatsApp icon, which will take you to the Messages module.
   
3. Click on Choose Template and select the desired interactive template from the list.
   
4. Click Send to deliver the interactive template to the selected candidate via WhatsApp.
   
   
   

Template Status

Tips for Successful Template Approval

To increase the chances of your template being approved by WhatsApp, consider the following tips:

1. Clarity: Use specific, simple sentences.
   
2. Avoid Promotions: Refrain from using promotional language.
   
3. Spelling: Ensure there are no spelling or grammatical errors.
   
4. Name: Choose a clear and specific name related to the message content.
   
5. Create Context: Include details about previous conversations if reopening the 24-hour messaging window.
   
6. Choose the Right Category: Select the appropriate template category to avoid rejection.

Message Template Options

Edit a Template

1. Navigate to Setup > Telephony > Instant Messaging > Approved Templates.
   
2. In the Approved Templates tab, click the Edit icon next to the template.
   
3. After editing, the status will change to Pending for WhatsApp review.
   

Delete a Template

1. Navigate to Setup > Telephony > Instant Messaging > Approved Templates.
   
2. Under the Approved Templates tab, click the Delete icon next to the template.
   
3. Confirm if you wish to delete the template permanently.
   

Search for a Template

1. Navigate to Setup > Telephony > Instant Messaging > Approved Templates.
   
2. Use the Search Bar to search for the desired template by name.
   

Examples of Approved and Rejected Message Templates

Approved Messages

Rejected Messages

Buy Credits

1. Navigate to Setup > Telephony > Instant Messaging.
   
2. On the Instant Messaging page, click Buy Credits.
   
3. Specify the number of credits you want to purchase. You will be charged $2.06 per credit, along with a value-added fee of 3% of the cost.
   
4. Click Calculate Price to calculate the price
   
5. Click Make Payment and complete the payment.
   

Example:

When a business purchases 5 IM credits:

1. Cost per credit: 5 credits  $2.06 = $10.30
   
2. VAT charges: $10.30  3% = $0.68
   
3. Total cost: $10.30 + $0.68 = $10.98
   

The first 1000 user-initiated conversations are free for every WABA (Powered by WhatsApp).

Monthly and Daily Calculation:

Amount for 89 remaining days in this year's bill cycle:

1. Total cost for the period: $10.30
   
2. Number of days in this billing year: 366
   
3. Amount per month: $10.30
   
4. Amount per day: $10.30 / 366 ≈ $0.0281
   
5. Amount for 89 days: $0.0281  89 ≈ $2.50
   

Conversation 1:

Consider the business initiates a conversation with a customer who messaged 24 hours ago (responding to an expired 24-hour session conversation) from Mexico:

1. Cost per marketing conversation: $0.0436
   
2. Cost per utility conversation: $0.0266
   

Balance after sending a marketing template message:

1. $10.30 - $0.0436 = $10.2564
   

Balance after sending a utility template message:

1. $10.30 - $0.0266 = $10.2734
   

Conversation 2:

Similarly, if the agent responds to a conversation that the customer initiated in Mexico:

1. Cost per conversation: $0.0105
   

Balance after responding to the marketing template message:

1. $10.2564 - $0.0105 = $10.2459
   

The customer's available credit balance is $10.2459 after the charges for the two explicitly mentioned conversations (business-initiated).

Auto Recharge

1. Navigate to Setup > Telephony > Instant Messaging and select Auto recharge.
   
2. Define the minimum credit threshold. When your balance falls below this number, the auto-recharge will trigger.
   
3. Specify the number of credits to automatically purchase when the threshold is reached.
   
4. Provide the payment method for auto-recharge transactions.
   
5. Review the auto-recharge settings and confirm to activate the feature. You will receive notifications for each auto-recharge transaction.