Adding WhatsApp Templates via Twilio

To start a conversation with a customer via WhatsApp Business API, you can use a WhatsApp template. This is a pre-approved message you need to submit and has to be approved by Meta before you are able to send it to a customer. Keep WhatsApp’s conditions in mind, when creating a new WhatsApp template.

WhatsApp Template via Twilio

To add a WhatsApp template to Trengo with Twilio as your BSP, follow the steps below.

Steps to take in Twilio

1. Navigate to your Twilio Console, log in using your credentials, and head to Messaging > Senders > WhatsApp Templates;

2. Click ‘New message template’;

3. Fill out the form;

1. Template name: The name of your template. This name can only contain lowercase letters, numbers, and underscores.

2. Template category: Choose the category your template suits best.

3. Message language: Select the language your template is in.

4. Message body: Write down the content of your template. Remember you can use variables, to easily personalize your template.

5. Buttons: Buttons for templates are not supported with Twilio as your BSP, so set this to ‘none’.

ℹ️ In case you want to make use of quick reply buttons, but your WhatsApp Business API (WABA) is connected to another BSP, you can migrate your WABA to Trengo as BSP.

6. Add a template translation: If you wish to use this template in multiple languages, you can add them here. Clicking this button will show another language selector and message body field, where you can add text. You can repeat this step for as many languages as needed.

ℹ️ When you choose to translate a WhatsApp template in multiple languages, every language has to be submitted to Trengo as its own template.

7. Submit message template: When you’re done setting up your template, click this button.

ℹ️ WhatsApp will now review your template. You can find the status of your template submission in the Twilio Console. The moment the template is approved, you can add it to Trengo, by following the steps below.

Steps to take in Trengo

1. Head to Trengo, and navigate to Settings > Channels > WhatsApp Business > Manage templates;

2. Click the ‘plus’ icon, or ‘New Template’ and fill out the form;

1. Title: Give the template the exact same name you gave it in Twilio earlier.

2. Identifier: The identifier for this template will be filled in automatically. You don’t have to adjust this.

3. Category: Choose the same category as you did in Twilio.

4. Language: Select the same language as for the template you submitted in Twilio.

5. Channel: Choose for which channel you’d like to use this template.

6. Message: Copy and paste the content of your template from Twilio to this box in Trengo. The content has to be the exact same as how you’ve submitted it in Twilio.

7. Buttons: With Twilio as your BSP, you are not able to use templates including buttons. In case you want to make use of buttons, you can migrate your WABA to Trengo as BSP.

8. Status: Here you can find the current status of your submitted template (Under review, Accepted, or Rejected).

9. Create Template: Click this button to submit your template.

Once the template is created in Trengo, you and your colleagues can immediately use it to approach customers. In case you get to see an error message when sending out this template, please double-check if the content in Twilio is exactly the same as the content in Trengo.

ℹ️ Be aware that additional costs are associated with the use of WhatsApp templates. For an accurate and up-to-date overview, please see WhatsApp’s conversation-based pricing.