Use Templates for WhatsApp Business via Twilio

Show the initiative yourself and approach the customer via WhatsApp? This can be done using approved templates. With a Business account via Twilio this can be arranged with the following steps. Good to know: in Twilio it is possible to add Templates per different number. 

  1. Create a WhatsApp template in the organization's Twilio account. This feature can be found in Programmable SMS -> WhatsApp -> Senders -> Click on the relevant number for this template.
  2. Click on the red +-button to submit a template.
  3. Choose the category that the template falls into and select a language.
  4. Enter the content of the template and use parameters such as {{1}}, {{2}}, etc. to replace variable data (such as a name or a tracking code).
  5. This template will be submitted to WhatsApp for approval. Once it has been approved, this can be seen in the Twilio account.
  6. To link this template to Trengo. Navigate to Settings -> WhatsApp Business in Trengo and click on the Business channel to edit it.
  7. Under settings is the "Namespace" field, click on Manage templates to add a template.
  8. Add a template by clicking on the green + button.
  9. Next: copy the following data from Twilio:
    1. Identifier or template name (for example: template_1)
    2. The exact message including the variable information (represented as {{1}}).
  10. Give the template a recognizable name in Trengo, this way colleagues can easily select the right template.
  11. Link the template to the correct WhatsApp channel.
  12. Save the template by clicking on Save Changes / Create template.

Once this is done, employees can use templates to actively approach customers via WhatsApp.

Tip: Make sure to read through WhatsApp's conditions for approval of a template.