Message Templates

The Message Template feature allows businesses to create reusable, pre-defined messages for consistent and efficient communication with users across different scenarios.

Templates save time, maintain uniformity, and improve the quality of responses, especially for frequently asked questions or repetitive interactions.

What is a Message Template?

A Message Template is a pre-written message designed to address specific user queries or situations, such as:

• Greetings.

• Order confirmations.

• FAQs.

• Apology messages.

• Follow-ups.

Templates can be personalized with dynamic variables to address individual users by name, reference orders, or include specific details.

Accessing the Message Template Section

Location:

• Navigate to the Message Templates tab in your dashboard.

• Alternatively, access templates through the chatbot’s settings or the Support App.

Purpose:

Message templates can be used in:

• Live Chats: Human agents can insert templates during conversations.

• Automated Responses: Templates can be linked to specific intents or triggers in the chatbot.

Creating a New Message Template

To create a new template, follow these steps:

1. Click “Create New Template”:

   • Open the Message Templates section and click on the Create New Template button.

2. Add a Template Name:

   • Provide a clear and descriptive name for the template.

   • Example: “Order Confirmation” or “Subscription Cancellation.”

3. Choose a Template Type:

   Select the purpose of the template. Common types include:

   • Greeting: Welcoming users when they start a conversation.

   • FAQ Response: Pre-defined answers for common questions.

   • Follow-Up: Messages sent to users after resolving their query.

   • Escalation Notice: Informing users that their query is being forwarded to a human agent.

4. Compose the Message:

   • Write the content of the message using clear, professional language.

   
5. Add Attachments (Optional):

   • Attach files, images, or documents relevant to the template.

   • Example: Attach a PDF of the refund policy to a refund-related template.

   
6. Save the Template:

   • Click Save to store the template. It will now be available for use by agents and the chatbot.

Configuring Message Templates for Chatbot Automation

Message templates can be integrated into the chatbot’s workflows for automation.

Using Message Templates in Live Chats

Human agents can access and send message templates during live interactions.

1. Accessing Templates:

   • In the Support App, open the chat window for an active conversation.

   • Click on the Templates icon or menu.

2. Search and Select a Template:

   • Use the search bar to quickly find the required template.

   • Templates are organized by categories (e.g., Greetings, FAQs, Follow-Ups).

3. Personalize the Template:

   • Before sending, review the template and fill in any missing placeholders (e.g., {{user_name}} or {{order_number}}).

   • Example: Replace {{order_number}} with the actual order ID.

4. Send the Template:

   • Click Send to deliver the message to the user.

   • Agents can also edit the template manually to add additional context.

Managing and Updating Templates

Regular maintenance ensures that templates remain relevant and accurate.

1. Editing Templates:

   • Navigate to the Message Templates section.

   • Click on a template to open it for editing.

   • Update the content, placeholders, or attachments as needed.

2. Archiving Outdated Templates:

   • If a template is no longer relevant, move it to the Archived section instead of deleting it.

   • Archived templates can be restored if needed.

3. Review Performance:

   • Use analytics to track the effectiveness of templates.

   • Metrics include:

     • Usage frequency: How often the template is used.

     • User satisfaction: Feedback received after sending the template.

   • Identify underperforming templates and improve their content.

Best Practices for Creating Effective Templates

• Use Simple and Clear Language:

  • Avoid technical jargon or complex terms unless necessary.

  • Ensure the message is easy to understand for all users.

• Personalize Messages:

  • Use placeholders to make users feel valued and understood.

  • Example: “Hi John, your order #12345 has been shipped and will arrive on Monday, January 22.”

• Keep Templates Short and Relevant:

  • Focus on delivering the necessary information in as few words as possible.

  • Avoid long, verbose messages that may overwhelm the user.

• Test Templates Before Deployment:

  • Use the preview feature to see how the message looks with real data.

  • Example: Ensure placeholders like {{user_name}} populate correctly.

• Include Call-to-Action (CTA):

  • End templates with clear instructions or options for users.

  • Example: “If you have further questions, please reply to this message or click here to contact us.”

Compliance with Messaging Policies

When using templates for channels like WhatsApp or SMS, ensure they comply with platform-specific policies.

• WhatsApp Message Templates:

  • Templates must be pre-approved by WhatsApp before use.

  • Avoid promotional content; focus on transactional or support-related messages.

  • Example: Appointment reminders, order updates, or payment confirmations.

• Data Privacy:

  • Do not include sensitive information like passwords or payment details in templates.

  • Ensure compliance with GDPR or other regional data protection regulations.

The Message Template feature streamlines communication by providing pre-written, reusable messages for common scenarios. With careful creation, integration, and management, templates save time, ensure consistency, and enhance user experiences.