🟢 WhatsApp Message Templates

Having a multi-channel CRM like Bookboost is a powerful tool at your disposal.

Guests today rely on more than just email; they often prefer communication via WhatsApp or SMS.

By adopting a multi-channel approach, you can connect with your guests most effectively, resulting in a remarkable 8-fold increase in conversions compared to using an email-only CRM.

Bookboost and WhatsApp offer an excellent solution to enhance communication with valued guests.

Template messages are pre-designed messages used for marketing, transactional purposes (such as delivering a booking confirmation), and authentication purposes (such as account verifications) when communicating with guests.

Unlike regular messages sent through SMS or Email, template messages are the only type of message in WhatsApp that can be sent to customers who haven't messaged you first or haven't messaged you in the past 24 hours.

Before sending template messages, they need to be approved by Meta.

In Bookboost, to create a WhatsApp Template, you need to create a Journey Campaign or a Broadcast.

WhatsApp Templates’ Character Limit

Characters are displayed on the right side as shown below:

The process for sending the Template to WhatsApp (Facebook-Meta) for approval is as simple as one click.

Whenever you are ready to submit the WhatsApp Message Template, you must click on the WhatsApp Approval button on the left lower corner of the Campaign editing tool.

Also, make sure you Publish the Template as Inactive while there is no approval.

Upon receiving approval, your Message Template will be designated the APPROVED status, allowing you to Publish the Campaign and start sending it to guests.

In case it gets rejected, you have the opportunity to make necessary edits and resubmit the template for evaluation.

You can also submit or resubmit your WhatsApp templates without entering the Editing tool by clicking on WhatsApp Templates on the menu displayed at the top-right corner of your campaigns.

From here, you can check the status of your template, the category for which it has been sent (MARKETING, UTILITY), and resubmit the template to WhatsApp.

Acceptable Message Types:

→ You may only initiate conversations using an approved Message Template.

This is considered a business-initiated conversation.

Any Message Template must comply with Facebook-Meta policies and only be used for its designated purpose.

WhatsApp (Facebook-Meta) has the right to review, approve and reject any Message Template at any time.

→ You may reply to a user message without the use of a Message Template as long as it's within 24 hours of the last user message.

Conversations initiated by users open once the first business reply message is delivered.

Outside the 24-hour customer service window, you may only send messages via approved Message Templates.

→ If you need to create a message template to reopen a 24-hour window, consider including a reference to the previous conversation thread.

For instance, you could start by acknowledging the delay in response and expressing your willingness to assist: "I apologize for the delay in addressing your concerns. I'm available now to help you. If you would like to continue the conversation, please reply with 'yes'."

Alternatively, if you have gathered additional information based on the previous conversation, you can mention it: "Following up on our previous discussion, I have found the answer to your question about our refund policy. If you would like to continue our conversation, please respond with 'yes'."