Product
...
Platform
Appointment

SMS & WhatsApp Templates Tab

12min

The SMS & WhatsApp Templates Tab in the Appointment Settings module allows you to create, manage, and customize messaging templates for streamlined and consistent communication with clients. These templates can be used for appointment confirmations, reminders, cancellations, and other notifications. By leveraging pre-approved templates for WhatsApp and customizable options for SMS, businesses can ensure professional and timely communication.

Getting Here

Admins, managers, and other authorized users can control different settings in the SMS & WhatsApp Templates Tab settings.



To access the SMS & WhatsApp Templates Tab:

  1. Log in to your Sanoflow account.
  2. Navigate to Settings from the main menu on the left.
  3. Select Appointments under the Platform section.
  4. Click on the SMS & WhatsApp Templates Tab located at the top of the Appointment settings page.

Key Features

The SMS & WhatsApp Templates Tab is divided into several functional sections and features:

Primary Features

1. Template List

  • Overview Table:
    • Displays all existing templates with key details:
      • Template Name
      • Message Type (SMS or WhatsApp)
      • Usage Purpose (e.g., Appointment Confirmation, Reminder)
      • Status (Approved, Pending, or Rejected for WhatsApp)
    • Templates are categorized based on their purpose for easy navigation.
  • Search Bar:
    • Allows you to search for templates by name or purpose.
  • Filter Options:
    • Filter templates by:
      • Message Type: SMS or WhatsApp.
      • Status: Approved, Pending, or Rejected.
      • Usage: Appointment-related, reminders, or custom messages.

2. Adding a New Template

  • Create Template Button:
    • Found in the upper-right corner of the page.
    • Opens a form to create a new SMS or WhatsApp template.
  • Template Creation Form:
    • Template Name: Assign a unique name for internal reference.
    • Message Type: Choose between SMS or WhatsApp.
    • Purpose: Select the purpose of the template (e.g., appointment confirmation, reminder).
    • Message Content:
      • WhatsApp: Include placeholders for dynamic fields (e.g., client name, date, time).
      • SMS: Write a concise message (character limit indicated).
    • Language Selection:
      • For WhatsApp, choose the message's language to comply with localization.
    • Media Attachments (WhatsApp only):
      • Option to attach images, PDFs, or videos for richer communication.

3. WhatsApp Template Approval

  • Submission for Approval:
    • WhatsApp templates must be submitted for Meta approval before use.
    • The system indicates the approval status:
      • Approved: Ready for use.
      • Pending: Awaiting Meta's review.
      • Rejected: Requires revision based on feedback.
  • Edit and Resubmit:
    • Rejected templates can be edited and resubmitted directly from the system.

4. Template Preview

  • Preview Option:
    • Allows you to view the message as it will appear to the recipient.
    • Dynamic fields are shown with sample values for clarity.
  • Test Message:
    • Send a test message to a specific number to verify the template's content and formatting.

5. Editing and Managing Templates

  • Edit Button:
    • Modify existing templates. For WhatsApp, re-submission may be required for approval.
  • Duplicate Button:
    • Create a copy of an existing template for minor changes without starting from scratch.
  • Delete Button:
    • Remove unused templates. The system confirms before deletion to avoid accidental removal.

6. Template Usage Insights

  • Analytics Panel:
    • Provides data on:
      • Template usage frequency.
      • Delivery rates for SMS and WhatsApp messages.
      • Client engagement metrics (e.g., open rates for WhatsApp).

Practical Use Cases

  1. Automated Appointment Confirmations:
    • Use templates to send automated messages confirming client bookings immediately after scheduling.
  2. Timely Reminders:
    • Schedule reminder messages a day before appointments using SMS or WhatsApp templates.
  3. Personalized Notifications:
    • Include dynamic fields like client names and appointment details for tailored communication.
  4. Cancellations and Reschedules:
    • Inform clients of changes to their appointments promptly with pre-approved templates.
  5. Promotional Campaigns:
    • Send promotional offers or updates about new services via WhatsApp to maintain client engagement.

Best Practices

  1. Keep Messages Concise:
    • Avoid lengthy messages; ensure all critical information is easy to read.
  2. Utilize Dynamic Fields:
    • Use placeholders for client-specific details to make messages feel personal.
  3. Test Before Sending:
    • Use the test message feature to verify formatting and content.
  4. Monitor Template Status:
    • Regularly check the status of WhatsApp templates to avoid delays in communication.
  5. Ensure Compliance:
    • For WhatsApp, adhere to Meta's template guidelines to avoid rejections.

FAQs

  1. Why do WhatsApp templates need approval?
    • WhatsApp templates are regulated by Meta to ensure compliance with their policies and prevent misuse.
  2. Can I reuse a rejected template?
    • Yes, you can edit and resubmit a rejected template after addressing the feedback.
  3. Is there a character limit for SMS templates?
    • Yes, the system indicates the character limit for SMS messages to ensure compatibility with carriers.
  4. How do I include placeholders in templates?
    • Use curly braces {} to define dynamic fields (e.g., {client_name}).
  5. Can I attach files to SMS templates?
    • No, attachments are only supported for WhatsApp templates.
  6. How long does WhatsApp template approval take?
    • Approval typically takes 1–3 business days, but delays may occur depending on Meta's review process.
  7. What happens if I exceed the SMS character limit?
    • The message will be split into multiple SMS, potentially incurring additional charges.
  8. Can I send a test message without approval?
    • Yes, you can send test messages for both SMS and WhatsApp templates before they are live.
  9. How do I track the performance of a template?
    • Use the analytics panel to view delivery rates and engagement metrics.
  10. Can I edit a template after approval?
    • For SMS, yes. For WhatsApp, editing requires re-submission and re-approval from Meta.



Updated 13 Jan 2025
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