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Advanced features explained
How to use Automation?
WhatsGPT's automation feature streamlines team workflow by automating repetitive tasks and saving time. It allows for various actions such as assigning labels, and teams and routing conversations to the most suitable agent, enabling the team to focus on their core responsibilities and spend less time on manual tasks. How does Automation work? An automation rule is made up of three things––An Event, Conditions, and Actions. The Event is the trigger for automation to perform itself. The conditions are criteria that must be met before the actions are executed. The Actions are tasks that will be executed when the conditions are met. Automation Events Automation Events are triggers that initiate the execution of automation. WhatGPT currently offers three types of events. 1. Conversation created: A trigger/event initiated when a new conversation is created. This includes conversations created in all channels. 2. Conversation updated: A trigger/event initiated when a conversation is updated. 3. Message created: A trigger/event initiated when a new message in a conversation is created. 4. Conversation opened: A trigger/event initiated when a previously snoozed, resolved, or pending conversation is opened again. Automation Conditions Conditions are the criteria that must be met before the actions are performed. They are evaluated in the order they are defined. Conditions depend on the type of event you select. Here is a comprehensive list: Automation Actions Actions are tasks/processes that are executed whenever respective conditions are met. WhatsGPT currently supports the following actions: - Assign to agent - Assign a team - Add a label - Send an email to team - Send an email transcript - Mute conversation - Snooze conversation - Resolve conversation - Send Webhook Event - Cancel - Send Attachment - Send a message These actions are available irrespective of the Events or Conditions you choose. How to create an Automation rule? Step 1. Go to Settings → Automation. Click on the “Add Automation Rule” button. Step 2. An automation rule creation modal will open up. Start filling the fields as listed below. 1. Give your automation a name to easily refer to it later. 2. Add a description (optional). 3. Select an event from the dropdown menu. 4. Add conditions. Use equal to or not equal to operators to define the conditions. 5. Add actions. You can add multiple conditions and actions as well. Use AND, OR operators to do this. Example You want to assign all new conversations to the France sales team whenever the Browser language is French. Here’s how you can create an automation rule for this – 1. Add a name and a description. 2. Select event as Conversation Created. 3. Add two conditions and join them with the AND operator. Condition 1: Conversation Status is Open, and Condition 2: Browser Language is Francais (fr) from the dropdown. 4. Add an action - Assign a team and select the team France sales from the dropdown. (You need to create your team first). How to pause, edit, clone, and delete automation rules? Your list of Automation rules appears under “Automations”. You can view this page by going to Settings → Automation. You will find a set of quick actions here: To pause an automation rule: Toggle the switch off under the “Active” column. To edit a rule: Click on the pencil icon. To clone a rule: Click on the copy icon. To delete a rule: Click on the red cross icon.
Whatsapp templates
WhatsApp templates are pre-approved message formats that allow you to initiate conversations with your customers. They're essential for sending promotional messages, order updates, and support notifications through WhatsApp Business Platform. Note: WhatsApp templates are currently supported only for WhatsApp Cloud inboxes. What are WhatsApp Templates? WhatsApp templates are structured messages that must be approved by WhatsApp before you can send them to customers. They help ensure compliance with WhatsApp's messaging policies while enabling you to send professional, consistent communications. Templates can include: - Text messages with personalized variables - Images, videos, or documents as headers - Action buttons for quick customer responses - Call-to-action buttons that link to websites or phone numbers Template Categories WhatsApp organizes templates into different categories based on their purpose: - Utility - Transactional messages like order confirmations and receipts - Marketing - Promotional content and special offers - Shipping Update - Delivery and package status updates - Ticket Update - Support case notifications - Issue Resolution - Customer service follow-ups What is not supported Authentication templates - AUTHENTICATION templates with OTP codes and verification messages - Auto-population of button parameters with OTP values - OTP validation and expiry time handling Interactive components - LIST templates with selectable options - PRODUCT templates with catalog integration - CATALOG templates for product browsing - Multi-select components Call permission components - CALL_PERMISSION_REQUEST templates requiring WhatsApp calling API enabled - Call permission buttons and interactive call components Location components - LOCATION headers with map coordinates - Address parameters with latitude/longitude - Location-based templates Advanced features - Rich text formatting in template creation (preserved in sending) - Carousel templates with multiple cards - Form components for data collection - Payment integration templates - Flow templates with conditional logic Legacy vs Enhanced templates WhatsGPT supports two template formats to ensure compatibility with all your existing templates: Legacy templates These are traditional templates that use simple text variables. They work with: - Basic text messages - Simple variable substitution (like inserting a customer name) - Straightforward button interactions Legacy format example: { "parameters": ["John Doe", "12345", "2025-01-15"] } ⚠️ Important: Legacy template support will be discontinued in the v4.7. We recommend migrating to enhanced templates to ensure continued functionality. Enhanced templates The new enhanced format provides more sophisticated features: - Media support - Send images, videos, and documents - Advanced variables - More flexible text personalization - Interactive buttons - URL buttons with dynamic links, copy codes, and quick replies - Better validation - Real-time checking of your template parameters Enhanced format example: { "body": { "1": "John Doe", "2": "12345", "3": "2025-01-15" }, "header": { "media_url": "https://example.com/image.jpg", "media_type": "image" }, "buttons": [ { "type": "url", "parameter": "track123" } ] } Note: All your existing legacy templates continue to work for now, but you should plan to transition to enhanced templates. Enhanced features are automatically available when you use supported template types. How to create WhatsApp templates Currently, WhatsApp templates must be created through WhatsApp Business Manager: 1. Access WhatsApp business manager - Go to business.facebook.com 2. Navigate to templates - Find the "Account tools" section and select "Message templates" 3. Create new template - Click "Create template" and choose your template type 4. Design your template - Add header, body, footer, and buttons as needed 5. Submit for approval - WhatsApp will review your template (this can take up to 24 hours) 6. Sync to WhatsGPT - Once approved, templates will automatically appear or you can manually sync templates via inbox in WhatsGPT 🚀 Coming Soon: We're planning to add template creation directly within the WhatsGPT interface in a future release, making it easier to design and manage your templates without leaving WhatsGPT. How to send WhatsApp templates WhatsApp templates can be sent in two ways: - Individual conversations - Send templates to specific customers during conversations - Campaigns - Send templates to multiple customers at once using WhatsGPT's campaign feature Sending templates in conversations Step 1: Access template options Open any conversation with a WhatsApp contact, Click on the template icon in the message composer, Select "WhatsApp Templates" from the dropdown menu Step 2: Choose your template Browse through your approved templates, Use the search bar to find specific templates quickly Step 3: Customize your message Depending on your template type, you may need to fill in: For text templates: - Customer name, order number, or other personalized information - Any variable fields marked with {{1}}, {{2}}, etc. For media templates: - Image/Video URL - Provide a direct link to your media file - Document URL - Link to PDFs, Word documents, or other files - Media must be publicly accessible (no login required) For Button templates: - URL parameters - Dynamic links for call-to-action buttons - Copy codes - Discount codes or referral codes - Phone numbers - For click-to-call buttons Step 4: Preview and send 1. Review your message in the preview panel 2. Check that all variables are filled correctly 3. Verify media URLs are working (if applicable) 4. Click "Send Template" to deliver your message Sending templates via Campaigns For sending templates to multiple customers at once: Go to Whatsapp Campaigns in your WhatsGPT dashboard and create a new campaign and select WhatsApp as the channel Choose your WhatsApp template from the available options and configure your audience and template parameters Note: Campaign functionality allows you to reach multiple customers efficiently with the same template message. Frequently Asked Questions (FAQ) General Questions Why can't I see all my WhatsApp templates in WhatsGPT? Only templates that are approved by WhatsApp and supported by WhatsGPT will appear. Unsupported template types (like authentication templates with OTP codes) are automatically filtered out. How long does it take for new templates to appear in WhatsGPT? Templates typically sync automatically after some time and also you can update it manually from inbox settings. Can I edit templates directly in WhatsGPT? No, templates must be created and edited in WhatsApp Business Manager. WhatsGPT is used only for sending approved templates. Why do I need to provide URLs for images and videos? WhatsApp requires media files to be hosted online and publicly accessible. You cannot upload files directly - you must provide working URLs to your media content. Can I use the same template for different customers? Yes! Templates are designed to be reused. Just fill in different customer information each time you send the template. Troubleshooting My template fails to send. What should I check? Common issues include: - Missing variables - Ensure all required fields are filled - Broken media URLs - Verify your image/video/document links work - File size too large - Check that media files meet WhatsApp size limits - Template not approved - Confirm template status in WhatsApp Business Manager Why can't customers see my images/videos? This usually means: - The URL is not publicly accessible - The file format is not supported - The file is too large - The hosting server is down or requires authentication My URL buttons don't work correctly. How do I fix this? For templates with dynamic URL buttons, there are known issues with certain template configurations. Try using static URLs instead of dynamic parameters for more reliable functionality. Can I send templates to customers who haven't messaged me first? Yes, but only for certain template categories: - Utility templates can be sent anytime for transactional purposes - Marketing templates require customer opt-in and have specific sending windows - Always follow WhatsApp's compliance guidelines for your region Media and Files What file types can I use in templates? Supported formats include: - Images: JPEG, PNG (under 5MB) - Videos: MP4, 3GPP (under 16MB) - Documents: PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX, TXT (under 100MB) Compliance and limits How many templates can I send per day? This depends on your WhatsApp Business account limits and message quotas. Contact WhatsApp support for specific limits on your account. Are there restrictions on when I can send marketing templates? Yes, marketing templates have specific sending windows and require customer opt-in. Check WhatsApp's current policies for your region and business type. What happens if I send too many messages? WhatsApp monitors message quality and delivery rates. Sending too many unsuccessful or unwanted messages can impact your account's message limits and template approval rates. Need more help? If you're experiencing issues not covered in this guide: 1. Check template status in WhatsApp Business Manager 2. Verify media URLs are working and publicly accessible 3. Test with sample data before sending to customers 4. Contact your WhatsGPT administrator for account-specific issues 5. Review WhatsApp's template policies for compliance questions Remember that WhatsApp templates are a powerful tool for customer communication when used correctly. Focus on providing value to your customers with relevant, timely messages that respect their preferences.