Prerequisite: You must have subscribed to the "Omnichannel" add-on.
Important: Ringover charges for sending message templates and initiating conversations. Ensure your account has active credit to send messages successfully. No charge is applied if no response is received to a message.
To create a Template
- Go to the Ringover Dashboard and click on the button to configure the WhatsApp integration
- Click on "Add a Template".
- Enter a name, then add the body text of the message.
- You'll see that your Template is marked as "pending validation" (it will be validated by WhatsApp, which can take around 48-72 hours).
- If your Template has been validated by Whatsapp, it will be marked as active. Otherwise, it'll be marked as inactive or rejected.
💡If your Template has been rejected, please refer to this link for further information: https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/
In the meantime, pending the validation of your Template, go back to the Whatsapp integration on your Dashboard, and then you'll need to select the agent or agent group to whom you want to assign this number (list of your agents and group) by clicking on the pen icon to the right of the number that you've connected.
Troubleshooting Template Issues: If you're unable to use WhatsApp message templates, check that: 1) Your account has sufficient credit, 2) Your account is correctly configured, and 3) There are no technical issues with the template setup. Contact support with screenshots of any errors if problems persist.
Creating a conversation and sending messages
- Go to the Ringover Webapp or your Android application and access the Messages section, then click on the WhatsApp icon.
- Click on New Message.
- Select or enter the number that you want to send the message to.
- Select the Template you want to use, which you've created previously following the steps explained above.
- Click on send.
- You can only reply to message once the contact has replied to your first message.
Notes:
- After the first Template or message sent by the agent, you have 24 hours to reply. After this period, the conversation will be set to inactive and you'll need to send another Template to restart the conversation (you can select another one).
- If you receive a message from a contact without having sent a Template, you can reply to the contact within a 24-hour period.
Troubleshooting WhatsApp Messaging Issues
If you're experiencing issues sending WhatsApp messages:
- Verify that your account has active credit, as this is crucial for sending messages and templates.
- Check your account configuration and WhatsApp integration settings.
- Ensure your templates are properly set up and have been approved by WhatsApp.
- If problems persist, capture screenshots of any errors in your control panel to help support investigate the issue.
Common reasons for template usage issues:
- Insufficient account credit
- Incorrect account configuration
- Technical issues with the template setup
Remember that Ringover charges for sending message templates and initiating conversations, but no charge is applied if no response is received to a message.