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Add templates

Add templates

Starting from version 4.1.2, the Beesender Chat / Bot Master applications provide the ability to add templates via Beesender chat configuration.
The Templates tab is designed for creating and managing message templates (quick replies) for different channels, allowing agents to quickly send predefined texts to clients.

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If the number of available templates is 3 or less, they are displayed in a pop-up list.

If the number of templates is more than 3, a lookup selection window is displayed.

Create answer template

How to add a template:

  1. Go to Beesender сhat сonfiguration

  • You can do this via the System designer or through Beesender сhats → gear icon → Configure

  1. Open the Templates tab

  2. In the Answer templates detail, click +.

  3. Fill in the fields in the opened window:

  • Name - enter the template name that will be displayed to the agent

  • Type - select the template type, for example, Dialog

  • Text - enter the message text that will be filled in the Text input field when this template is selected in the communication panel

  1. Click Save.

Answer template added. After refreshing the page, the template will be available for selection in the Communication Agent Panel after page refresh

AnswerTemplates2.mp4

If the number of available Beesender answer template is 3 or fewer, they are displayed in a pop-up window.
If the number of Beesender answer template is more than 3, a lookup selection window is displayed.

Create WhatsApp template (HSM)

How to add a template:

  1. Go to Beesender сhat сonfiguration

  • You can do this via the System designer or through Beesender сhats → gear icon → Configure

  1. Open the Templates tab

  2. In the WhatsApp templates detail, click +.

  3. Fill in the fields in the opened window:

  • Name - enter the template name that will be displayed to the agent

  • Provider - select the WhatsApp provider you are working with

After selecting a provider, additional fields will appear that must be filled in for proper sending of HSM messages to the client (the parameters depend on the selected provider).
Without installing additional packages, the WhatsApp channel connects to the Twilio provider

  • Text - enter the message text that will be filled in the Text input field when this template is selected in the communication panel

  1. Click Save

Answer template added. After refreshing the page, the template will be available for selection in the Communication Agent Panel after page refresh

Important! HSM messages are used to send messages from the operator both inside the 24-hour window and after 24 hours from the customer's last interaction with the company on WhatsApp.

WATemplates2.mp4

Create templates for Meta (Facebook/Instagram)

How to add a template:

  1. Go to Beesender сhat сonfiguration

  • You can do this via the System designer or through Beesender сhats → gear icon → Configure

  1. Open the Templates tab

  2. In the Facebook templates detail, click +.

  3. Fill in the fields in the opened window:

  • Name — the template name (for example, Greeting). This name will be displayed to the agent

  • Text — the message text that will be automatically inserted into the input field when the template is selected in the communication panel

  • Tag — select the message tag (for example, POST_PURCHASE_UPDATE). The tag defines the allowed messaging scenario in accordance with Meta policies

  1. Click Save

Beesender template for Meta (Facebook/Instagram) added. After refreshing the page, the template will be available for selection in the Communication Agent Panel after page refresh

Important!

  • For the Instagram Direct channel, only templates with the HUMAN_AGENT tag are available. Templates with other tag types will not be displayed when working with chats in the Instagram Direct channel

  • Facebook templates are used to send messages from the operator both inside the 24-hour window and after 24 hours from the customer's last interaction with the company.

taggetmessage2.mp4

Answer templates, WhatsApp templates, and Meta templates can also be added using the Lookups section.

A detailed guide on creating and configuring templates is available at: https://beesender.atlassian.net/wiki/spaces/UM/pages/3231416359/Settings#Create-answer-template-via-the-Lookups-section