What Are WhatsApp Templates?
WhatsApp templates are required for WhatsApp business messaging since you are not allowed to send unapproved WhatsApp messages to users in your initial message. After you have sent the template and the guest has either messaged back or interacted with your Quick Reply Label, you will be able to freely communicate with them within a 24-hour period of the guest’s last message. For more information regarding WhatsApp business policy, please read more here.
If it has been over 24 hours since the guest last messaged, you will need to send an approved WhatsApp template before you can freely message them again.
How to Create WhatsApp Templates
- Click on the Automation tab in your header and go to the WhatsApp Templates section
- Click + New Template and add the template name, Key, Message, and Quick Reply Label
- You need to have the guest interact with the message prior to sending any clickable links, so adding a call to action in the message body and Quick Reply Label will encourage guests to interact.
Akia Tip: We recommend setting a re-engagement template so that you can always chat with the guest. Our go-to re-engagement template is Hi customer.first_name. This is office.name with a message to share with you. Please click Accept to view it! with the Quick Reply Label as Accept
- Click Ok to save
- You will see a preview of the message and the Button the guest will press to get your Quick Reply Message. To begin sending this template to guests, you will need to submit it for Review.
- Click the Submit for Review button
- The template should be reviewed within 24 hours of submission, and Contact Us if the review has taken longer than 2 days.
Apply a WhatsApp Template to a Scheduled Message
- Go to the Message Platforms section and select WhatsApp
- Choose the WhatsApp template you want to use
- Only approved templates are available for selection
- Click Ok to save
What Is a Re-Engagement Template
Setting a re-engagement template allows you to reach out to guests outside of WhatsApp’s 24-hour period. Akia will first send the re-engagement template to the guest before queueing up your manual message.
Akia’s recommended Re-Engagement template is the following, with the Quick Reply Label as View:
Dear customer.first_name, greetings from office.name. I am your guest service agent reaching out.
For more information regarding your reservation and stay with us, please view below.
Once this Re-Engagement template has been approved, you can add it to the bottom of the page so Akia automatically appends this Re-Engagement message before any ad-hoc message you send:
Use Cases
- 📖 All Information is Received: Adding WhatsApp as an additional platform ensures that your guests receive the necessary information even if they don’t have a US/CA phone number.
- 🛏 Room Ready Message: Create a WhatsApp template to let guests know their room is ready and encourage them to view your property’s booklet for various activities.
- You can add this WhatsApp template to a “Room Ready” reservation trigger so that they automatically get this message.
- 🧑 Encourage Guests to Reengage: A customized WhatsApp template used only for re-engagement can encourage guests to message back and allow you to send free-form messages to them once again.
- A message like “Hi {{customer.honorific}}, we hope you are enjoying your stay! We have important information to share with you, please click here or reply so we can let you know what’s happening at {{office.name}} tonight!”