WhatsApp and Facebook message templates are the only way that agents have to start a conversation with the customers, and they are useful to establish the contact each time more than 24 hours (to WhatsApp) and 7 days (to Facebook) have passed since the last interaction.
The approval of these templates depends entirely on WhatsApp, even if the request is made through Sirena's management. For Facebook, templates are approved immediately, but in both cases they must comply with certain requirements.
Sirena offers a number of pre-approved templates that are ready to use. You can see them at the bottom of the conversations screen:
Creating you own templates
To request a new template, go to https://web.sirena.app/manager/admin/channels and select the channel (Facebook or WhatsApp) for which you'd like to create the template.
Then, go to the "Message Templates" box and press "Request new template" for WhatsApp or "Add Template" for Facebook:
A template request window will open. You need to fill out the following three fields:
Title: This is the internal name of the template. Clients will not see it.
Message type: this is the way WhatsApp identifies the purpose of messages you'd like to send. WhatsApp currently allows just 10 types of message.
Template: this is where you compose the template you'd like WhatsApp to approve. In addition to the text, you can add variable data fields such as empty field, contact name and last name, agent name and last name. In the case of Facebook, remember that approval is instantaneous, but certain requirements must also be met.
Click "Submit" to send your template for approval and that's all!
IMPORTANT: Remember that WhatsApp requires pre-approval of templates to avoid spam. As a result, templates that indicate that the client is interested in being contacted have a better chance of being approved. For example:
❌ "Don't miss out on this incredible offer! Volkswagen Golf 30% off!"
✅ "Thanks for your interest in our products! We can keep talking here to answer any questions you may have."
The text of the template must also comply with the following conditions:
It cannot include promotions or sales.
It cannot include vulgar or profane language.
It can contain emojis, but not an excessive number.
It cannot contain links or images.
It must be 250 characters or fewer.
WhatsApp will notify you within 5 business days whether your template has been approved. If your template is approved, we will enable your template within 24 hours for use in the app.
Once they are approved, the status of your templates will change from "PENDING" to "AVAILABLE."
⚠️WhatsApp allows you to add links to your templates as long as they comply with the requirements above. Contact firstname.lastname@example.org with any questions, we'd be happy to help you.