WhatsApp Templates

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This article applies to:	Enhanced WhatsApp
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

To send an automated message in an enhanced WhatsApp channel, create a WhatsApp template. The template determines your component's look and feel in messaging sessions. When sent in an enhanced WhatsApp channel, an automated message counts as one outbound message, regardless of whether it’s sent within the 24-hour customer care window.

• Considerations When Managing WhatsApp Templates in Salesforce
  Review these considerations when determining whether to manage WhatsApp templates in Salesforce or Meta.
• 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.
• Send Template-Based Automated Messages in WhatsApp
  Using a flow, automatically send customers template-based messages in enhanced WhatsApp channels to update them about cases, orders, or something else. Unlike freeform WhatsApp messages, template-based messages can be sent to opted-in customers at any time regardless of when the customer last sent a message.