Create a Facebook Messenger Template

Procedure

Step 1

In the Management Portal navigation bar, choose New Digital Channels to launch the default console.

Step 2

Choose Assets > Templates.

Step 3

Click Add Template.

Step 4

Click the Facebook tab.

Step 5

Enter the template name in the Template ID field.

Step 6

Check the Is End template check box to set the template as a closing message of the chat conversation.

For example: Thank you for your time.

The agents will not expect any response to this message from the customer.

Step 7

Check the Is Start template check box to set the template as an opening message to initiate the chat conversation.

For example: Hello <Customer>, how can I help you today?

Step 8

Check the Is Follow-up template check box to set the template as follow-up message of the previous chat conversation.

For example: In line with our earlier chat.

  • Custom Fields: Enter custom fields in the template body using chevron brackets. For example: <customer name>. Custom fields are editable fields even in locked templates.

  • System Parameters: Click the @@ icon or type @@ in the Template Text field to view the list of system parameters. You can choose any of these parameters and compose the template text. When you use these parameters in the template text, the corresponding values are dynamically substituted when an agent selects these templates in a conversation.

    Note

    When the relevant values are not available for the configured parameters in the template body, these parameters are rendered in chevron braces and highlighted in yellow in the chat console.

Step 9

Click the Text Template radio button to create a Text template. You can enter a maximum of 2000 characters in the text box. You can add emojis to the customized text.

Step 10

Click the Action Template radio button to create an Action template. Use this option when the customer expects a quick response. The system sends the message with images and buttons to enable the customer to respond with a click of a button.

  1. Click Upload Image to browse and choose the required image.

  2. Enter Button Names and choose Button Type from the drop-down list.

  3. If you choose the Web URL button type, enter the Call URL.

  4. Compose the Template Text.

Step 11

Click the Multimedia Template radio button to create a Multimedia template. The system supports the following multimedia types:

  • Image

  • Audio

  • Video

  • File

  1. Choose the type of media in the Media Type field.

  2. Enter the respective downloadable URL in the Enter Media URL field.

Step 12

Check the Lock Template check box to lock templates. When locked, agents can edit only the custom or dynamic fields. A locked template displays the lock icon by the name.

Step 13

To share the template with other teams, choose the team from the Shared Across field.

Step 14

Click Save Changes.

The new template is displayed under the selected template group.