About WhatsApp template messages
To reach guests via WhatsApp who have not messaged you first, or if guests have not sent you a message in the last 24 hours, you need to use a template message (a small fee applies) to start a conversation. Messaging hub supports WhatsApp’s Utility and Marketing templates (business-initiated conversations).
💡WhatsApp charges a fee for each business-initiated conversation (conversations that use templates). The current rate is approximately USD 0.01 - 0.04 per conversation, however it depends on the conversation category, and on the country where your recipient is located. Learn more about WhatsApp pricing here.
When you send a template message to a guest, if the guest replies to you, the 24-hour customer service window will start, and you will have 24-hours to send free form messages to the guest, free of charge.
Create a template message for WhatsApp
To create a WhatsApp template message:
Go to Guest Engagement > Communication > Settings.
Under WhatsApp, click the Configure button.
Click on the Templates button.
Click on the Add template button.
Fill in the required fields to create your template message, then click on Submit template. The template will be submitted to WhatsApp for approval, which can take up to 24 hours.
Fill in these fields to create your template message:
Template name — the name won’t be seen by guests. The format must be: template_name and it cannot contain capital letters, spaces, or special characters.
Template language — select the language you are using for your template message.
Category — select the category that matches the message content.
Body — the content of your message.
Header and footer — these are optional.
Buttons — a Call to action button lets guests click-to-call, or click to open a website. A Quick reply button allows guests to submit quick responses (such as Yes/No). Include an Unsubscribe button when using a Marketing template.
Template categories
WhatsApp in Messaging hub supports Utility and Marketing template messages.
Utility template messages — communicate with a customer regarding a specific, prearranged request or transaction, such as providing a post-purchase notification or a recurring billing statement — useful to ensure a seamless experience for guests throughout interactions with your property.
Marketing template messages — use a marketing template for promotions, offers, informational updates, or invitations for guests to respond or take action.
See WhatsApp’s template guidelines here.
How to use variables in WhatsApp templates
Use variables in WhatsApp template messages to automatically fill data, such as reservation details (guest name, guest arrival and departure date, reservations nights). You can also add your property variables such as property name and address, or add your own custom variable.
To add a variable in your WhatsApp template message:
Start writing your message, then click on the Add variable button.
Select an option in the Match variable drop-down menu.
An example variable will be pre-populated, but if you are adding a custom variable, you will need to add your own text into the example field.
Template statuses
View a WhatsApp template’s status by going to Guest Engagement > Communication > Settings > click Configure on WhatsApp > click on Templates.
Once you create a template, it will be submitted to WhatsApp for approval, which can take up to 24 hours. The status will show “Pending”.
To avoid template messages being rejected by WhatsApp, make sure the template message matches the template category selected. For example, you cannot create a promotion or upsell message using a Utility template. See WhatsApp’s template guidelines here.