Creating and Managing WhatsApp Templates
The WhatsApp Template module enables users to build, preview, and submit structured templates for automated messaging. These templates support dynamic data from assistants, fixed configuration rules, and Twilio API submission for WhatsApp approval.
Purpose of Each Field in the Template Creation Form
1. Template Name
Purpose: Acts as the internal identifier for the template.
Behavior: Must be entered in lowercase only. If uppercase letters are detected, an inline error appears.
Why It's Needed: Ensures consistent naming across WhatsApp templates, especially when generating dynamic template payloads for Twilio.
2. Template Language
Purpose: Defines the language in which the template is written.
Why It's Needed: Ensures the correct version of the message is delivered to users based on language expectations.
3. Select Assistant
Purpose: Connects the template to an existing assistant.
Why It's Needed: The assistant's Step 1 data is used to auto-fill WhatsApp flow elements such as session details, organizer contact, event website, and media assets.
4. Content Type
Purpose: Indicates the kind of template being created—text, media, or a specialized flow such as a welcome card.
Why It's Needed: Content types influence validation rules, button availability, and Twilio approval formatting.
5. Body
Purpose: Contains the messaging text or placeholders for dynamic content.
Why It's Needed: This field determines the actual message seen by the user and must meet WhatsApp compliance requirements.
Creating a New WhatsApp Flow (Updated)
Clicking Create New WhatsApp Flow opens a popup titled New WhatsApp Flow with the following fields:
- Template Type: Options include Event and Concierge.
- Select Assistant: Shows only assistants created by the logged-in user.
- Template Name: Must be lowercase; inline validation prevents uppercase entries.
On clicking Create:
- All fields are validated.
- The system generates the WhatsApp flow template dynamically using the selected assistant's Step 1 data.
- A loading state appears while the template compiles.
- Errors (API or validation) are shown clearly.
- The user is then taken to the flow builder for detailed configuration.
The Cancel button closes the popup without saving progress.
Template Types Overview
The platform now supports two types of WhatsApp Flow templates: Event and Concierge. Each template type has its own configuration and automated features.
Event Flow Template
The Event template supports an advanced Welcome Card configuration with automated button logic and backend schema enhancements.
What the Event Welcome Card Includes
- Welcome message and subtitle
- Media preview (image/video) automatically pulled from Step 1
- Non-editable buttons to ensure consistent structure
Fixed Button Names (Event)
The following button labels cannot be changed in the UI:
- Venue Info
- Day 1 Session Info
- Day 2 Session Info
- Day 3 Session Info
- Sponsors
- Visit Website
- Contact Organiser
Dynamic Session Buttons
Day session buttons appear based on Step 1 data:
- Day 2 Session Info only appears if Day 2 sessions exist
- Day 3 appears only if Day 3 sessions exist
- A maximum of three day-related buttons are supported
Auto-Fetched Data (Event)
From the assistant's Step 1 configuration:
- Visit Website → website URL
- Contact Organiser → organizer phone number
- Media URL → banner/media displayed in the preview
Concierge Flow Template
The Concierge template is designed for hotel and vacation rental properties, providing guests with easy access to property information and services.
What the Concierge Welcome Card Includes
- Welcome message automatically generated with property name
- Subtitle (editable)
- Media URL (optional)
- Dynamic buttons based on assistant configuration
Concierge Card Types
- Concierge Welcome Card – Initial greeting with dynamic buttons
- Property Info Card – Access to Wi-Fi, check-in/check-out, appliances, amenities, and house rules (appears only if property information exists)
- Venue Info Card – Property location and contact information with buttons for directions, property details, and concierge contact
- Concierge Contact List Picker – Service selection menu (housekeeping, maintenance, reception, etc.) - appears only if contact types exist
Auto-Fetched Data (Concierge)
From the assistant's configuration:
- Property Name → used in welcome messages
- Assistant Name → personalized greeting
- Location URL → Get Directions button
- Website URL → Visit Website button
- Property Information → Wi-Fi, check-in/out, amenities, house rules
- Important Contacts → Auto-generated contact type list (max 10 items)
Template Schema Update
Each Welcome Card is stored with: type: "welcome_card" in the contentTemplate MongoDB document.
Twilio API Submission
When the template is submitted:
- The system compiles the full Welcome Card payload
- Fixed and dynamic buttons are inserted
- Media, website, and phone info are included
- Payload is sent to Twilio for WhatsApp approval
- Success and error messages are handled smoothly
A live preview updates instantly as the user configures content.
Using the Template Management Dashboard
The dashboard provides a structured list of all WhatsApp templates with status insights. Columns include:
- Name/Template – Template identifier
- Assistant Name – Associated assistant
- Language – Template language
- Content Type – Text, media, or flow
- WhatsApp Eligibility – Indicates if the template meets WhatsApp submission rules
- Last Updated – Timestamp for changes
- Action – Delete option for outdated templates
Adding a New Template
- Click Add New.
- Complete the form fields (with lowercase validation for the template name).
- Save the template to store it for future use or approval.
Tips for Effective Templates
- Keep the messaging clear and concise.
- Ensure the Template Language matches your audience's preferences.
- Confirm that all required fields are completed to satisfy WhatsApp's approval criteria.
- Use Step 1 data effectively to reduce manual entry and ensure consistency across messages.
By following this updated process, users can build highly dynamic WhatsApp experiences—whether for events with automated session buttons and sponsor showcases, or for hotels and vacation rentals with property information and concierge services. The platform automatically pulls data from assistant configurations, includes non-editable navigation controls, and provides seamless submission to WhatsApp via Twilio. This ensures consistency, improves guest and attendee engagement, and streamlines flow creation across all types of assistants.