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03. Sending Message Templates in Support Chat and Tickets
4 min
Created by Karine Moreira on 8/14/2024 9:41 AM
Updated by Karine Moreira on 10/4/2024 10:34 AM

Message templates are used to initiate or resume a customer support interaction. Meta requires the use of these pre-approved templates to ensure compliance with their policies, prevent spam, and protect user experience. 

All templates must be approved before being sent to ensure that the messages are relevant, clear, and appropriate, especially in proactive communications within and outside the 24-hour window.

This article explains how to send message templates in the Chat from the Inbox and in support Tickets created via Zenvia Customer Cloud.

⚠️ Attention: Feature available for the WhatsApp channel and for Agent, Operator, and Admin profiles.

How the 24-Hour Window Works in Chat

During a chat session originating from WhatsApp, a warning message is displayed, indicating whether the conversation is inside or outside the 24-hour window established by the WhatsApp Business API.

Within 24 hours: Informs the remaining time of the session.

Outside 24 hours: Informs that a message template is needed to initiate the session.

💡 Tip: The 24-hour windows are related to InteractionZ. Read about InteractionZ Conditions and Consumption.

How to Send a Message Template

In Chat

1. Go to Support Service > Inbox.

2. Select the desired contact to start a conversation.

3. In the chat with the contact, click on Message Templates (icon ) or type the shortcut “/”.

4. Choose a message template from your gallery.

5. Set the maximum time the conversation should remain open while waiting for the customer’s response.

⚠️ Attention: After this period, the conversation will be automatically closed, and the chat history will be attached as a chat action in the linked Ticket.

6. Click Send Template.

Done! The message template was successfully sent. You can identify it with a tag in the chat with the contact.

💡 Tip: If the contact has an open session or is in a chatbot, it will not be possible to send message templates until the current session is finished or expired.

In Ticket

During a Ticket support session, you can start a new chat session directly from the WhatsApp button in the customer information. Follow the steps below:

1. Go to Support Service > Tickets.

2. Open the desired ticket.

3. In the ticket, click the WhatsApp symbol (in the left column) to start a chat.

4. In the chat with the contact, click the Message Templates icon (or type the shortcut “/”).

5. Choose a message template from your gallery.

6. Set the maximum time the conversation should remain open while waiting for the customer’s response.

⚠️ Attention: After this period, the conversation will be automatically closed, and the chat history will be attached as a chat action in the linked Ticket.

7. Click Send Template.

Done! The message template was successfully sent. You can identify it with a tag in the chat with the contact. This chat will be linked to the original ticket.

💡 Tip: If the contact has an open session or is in a chatbot, it will not be possible to send message templates until the current session is finished or expired.