Understanding Template Sections in Chat ON Desk

In Chat ON Desk, users can send messages via various channels, including SMS, Email, WhatsApp, and more. Each channel may require specific templates to ensure proper formatting and compliance. This article explains why we have separate sections for templates and how to use them, especially for WhatsApp users.

1. Why Separate Template Sections?

Chat ON Desk supports multiple messaging channels, each with its own requirements and standards. To streamline the process and ensure compliance with platform-specific rules, we have created a dedicated section for templates. This approach allows users to manage templates efficiently, catering to the unique needs of each channel.

2. WhatsApp Templates: Special Considerations

WhatsApp has specific guidelines for message templates, which must be approved by Meta (formerly Facebook) before use. To comply with these regulations, we have a separate section for WhatsApp templates. This section ensures that all templates are pre-approved and adhere to WhatsApp’s rules.

3. Using the Template ID in the API

When you add a template in Chat ON Desk, a unique template ID is generated. This ID is crucial for sending messages via our API. Depending on the channel you choose, the app checks if the template is registered and approved for that channel. If the template is not approved for WhatsApp, for example, the message will be rejected.

4. Common Confusion for WhatsApp-Only Users

Users who primarily use WhatsApp often get confused by the presence of multiple template sections. Here’s a simple guide to help you navigate this:

• WhatsApp Template Section: This section is specifically for templates approved by Meta. Only use templates from this section if you plan to send messages via WhatsApp.
• General Template Section: This section includes templates for other channels like SMS and Email. These templates are not automatically approved for WhatsApp, and you need to ensure they comply with WhatsApp’s guidelines if you wish to use them there.

5. How to Ensure Your Template is Approved for WhatsApp

To use a template on WhatsApp, follow these steps:

1. Create or Select a Template: Choose a template from the General Templates Section or create a new one.
2. Submit for Approval: If creating a new template, submit it for approval via Chat ON Desk. Meta reviews and approves or rejects templates based on compliance.
3. Check Approval Status: Once approved, the template will be available for use. If rejected, revise the template according to Meta’s feedback and resubmit.

6. Conclusion

Understanding the distinction between template sections is crucial for seamless messaging across channels. By following the guidelines and using the correct templates, you can ensure your messages are delivered without issues.

For further assistance, please contact our support team at support[at]cozyvision.com.