⚠️ This feature is currently being rolled out. Join the waitlist to get updates, and be one of the first to use WhatsApp in Aircall.
Once an Aircall Number has been connected to WhatsApp, users with the Admin role will be able to create and manage messaging templates from the Aircall Dashboard. Templates are shared for all numbers that are linked under the same WhatsApp business account, meaning all lines in Aircall connected with WhatsApp will share them.
⚠️ As this feature is currently being rolled out, some features may look slightly different from screenshots.
Creating Messaging Templates
- To start, navigate to a WhatsApp connected Aircall Number in the Dashboard, then click on the Capability tab
- From this tab, users will see a WhatsApp section with an area for Templates
- If no templates have been created yet, click Create template now. If templates have already been created, click on Add a template below the list of existing templates
- Users will be directed to the setup page where first they will need to select the category for the template: Marketing or Utility
- Marketing: Good for welcome messages, promotions, offers, coupons, announcements, etc.
- Utility: Good for order confirmations, account updates, receipts, reminders, etc.
⚠️ Meta has temporarily paused delivery of marketing template messages to WhatsApp users who have US phone numbers.
- On the next page, users will be able to configure their WhatsApp template by entering a Name, Language, Message, Variables, and Media
- Name: This will be the name for the template displayed for users in the Aircall Dashboard, as will as for agents in Aircall Workspace
- Language: This is the language for the template that is being created
- Message: This is where the text for the template will be entered
- Variables: Variables can be added to the template, to be used in the Message. For example, a customer_name variable may be added so that the template updates to show the current customer's name when using the template
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Media (optional): This is where an image can be uploaded to be sent with the template
- Upload file: This option allows users to upload an image from their device to be used with the template
- Enter URL: This option allows users to insert an image via a URL to be used with the template. With this option, the image must be hosted at a publicly available URL
- Once the fields have been completed, click Submit template to submit the template to Meta for approval
Approval
The approval status of each template will be displayed in the Status column of the Templates section:
Most templates should be validated in approximately 5 minutes, however it can take up several days if Meta needs to perform additional checks.
Once a template has been marked as Active, it will be available for use by Agents in Aircall Workspace.
Managing Templates
By navigating to a WhatsApp connected Aircall Number in the Dashboard, then clicking on the Capability tab, users will be able to see all submitted templates.
By clicking on a template, users will be able to see a preview of that template, and will have the option to delete it by clicking Delete template
Templates are currently unable to be edited. If changes are needed to an existing template it is recommended the existing template be deleted and a new template with the necessary changes be created.
⚠️ Please note: Templates are shared among all WhatsApp in Aircall numbers. If a template is added or deleted from one number, it will be added or deleted from all other numbers as well.