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            Create a WhatsApp Template

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            Create a WhatsApp Template

            To create a WhatsApp template in Salesforce, add an External Template format to the notification messaging component. In Salesforce, you can create templates with the Utility and Marketing categories, but not the Authentication category. We strongly recommend that you create and manage your WhatsApp templates directly in Salesforce, instead of Meta.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced WhatsApp
            X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Apple Messages for Business channels, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel
            User Permissions Needed
            To open, edit, or create a flow in Flow Builder: Manage Flow
            To create, edit, or view processes:

            Manage Flow

            AND View All Data
            To create messaging components:

            Customize Application AND View Setup and Configuration

            OR

            System Administrator

            To collect user input through a structured form, assign a WhatsApp Flow to the WhatsApp template and add a button to initiate the Flow. For instance, if a customer receives an appointment reminder, you can include a "Check In" button that launches a multi-screen check-in process defined within the WhatsApp Flow.

            1. In the Messaging Components page, open the notification messaging component in the Messaging Component Builder. To create a notification component, see Send Automated Messages in Enhanced Messaging Channels.
            2. On the Details page, click Add Format.
            3. Select External Template.
              Add Message Format window with External Template selected.
            4. Click Done.
            5. Select your WhatsApp Business account and click Done.
            6. Select your template from a list of your approved templates or create a new one.
            7. To create a template, click Create New and complete the remaining steps.
            8. Select the template language. To support this message in multiple languages, duplicate this template for each supported language.
            9. Select the template category: Utility or Marketing. Meta can change this category while approving the template.
            10. To add custom parameters that pass input data to the messaging component, under Component Details in the left sidebar, select Parameters. By default, the MessagingSession record standard parameter is available.
              Messaging Component Builder open to the Parameters editor.
            11. Under Component Formats in the left sidebar, click External Template.
            12. Add the message content, including the header (required), body (required), footer, and up to 10 buttons.
            13. To use a variable in the content, click Add Variable, select the type and value, and then enter a sample value. For example, to reference a parameter for the value of the variable, select Parameters in the Type field and enter the parameter reference in the Value field. To reference a field in the messaging session record, enter: $Parameters.MessagingSession.<field_name>. To reference a field in a related record, enter: $Parameters.MessagingSession.Contact.<field_name>. Meta reviews the sample value to understand the variable's context during the template approval process.
              Messaging Component Builder open to the External Template editor.
            14. To enable the customer to launch a WhatsApp Flow from a WhatsApp template, add a button to the template.
              1. Add a Complete Flow action button.
              2. Select the Apex-based form that defines the WhatsApp Flow.
              3. In the Starting Screen field, select the initial screen that appears when the Flow launches.
              4. To pass in input data from a parameter, in the Type field, select Parameters, and then, in the Parameters field, select the parameter.
                Messaging Component Builder open to the External Template page to build a parameter.
            15. In the Template Preview section, review the template preview. The preview doesn’t show images until Meta approves the template.
              Messaging Component Builder showing a template preview.
            16. Save the messaging component.
            17. To make your messaging component available for service reps to send, click Activate. The WhatsApp template is sent to Meta for approval. Wait until your template status updates to indicate that it’s approved, which can take up to a day.

            To send a WhatsApp template message to a user, a service rep launches the WhatsApp template from the service console. A service rep selects the messaging component in the Enhanced Conversation component.

            Messaging Composer in the Service Console with the Messaging Component picker selected.
             
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