Sending Marketing Templates from Agent Assist

As brands increasingly prioritize WhatsApp for their sales operations, one of the most requested features is enabling agents to send WhatsApp-approved templates to customers, facilitating seamless communication. This functionality allows agents to initiate conversations with customers by selecting a pre-approved template, entering the customer's phone number, and then sending the template with a simple click.

Overview

For Agents

Send approved WhatsApp templates directly to customers from the Agent Assist interface

For Administrators

Configure agent campaigns, set up journeys, and manage user permissions

Configuration Setup

Step 1: Navigate to Campaign Creation

Go to Settings > Workflow & Automation > Agent Campaigns > Create Campaign

Step 2: Configure Campaign Details

When you create a campaign, a popup will request:

Campaign name: Choose a descriptive name for your campaign
Template: Select from your approved WhatsApp templates
Test phone number: Provide an internal number for testing (a template message will be sent to this number upon creation)

Step 3: Automatic System Actions

Once you create an agent campaign, the following happen automatically:

Campaign Manager Integration

All analytics associated with the campaign will be visible under campaign analytics in the Campaign Manager.

Bot Studio Journey Creation

An interactive journey with an agent handover node is created in Bot Studio. When customers reply to agent-sent campaigns, they'll be routed through this newly created journey before agent assignment. You can edit this journey after creation if needed.

Using the Feature

For Agents: Sending Templates

Step 1: Access Template Sending

In the Chat Inbox, locate the WhatsApp icon next to views
Click the icon to open the template selection popup

WhatsApp Template Access

Step 2: Send to Customer

Choose your desired template
Enter the customer's phone number with country code
Check the opt-in box if the customer's number is opted in
Click send

Template Sending Interface

Troubleshooting Common Issues

Template Sending Error

If an agent encounters an error while sending a template, it may be due to an existing open chat with the same customer that isn't assigned to the sending agent.

Solution: The agent needs to assign the existing chat to themselves before attempting to send the message.

Managing Customer Responses

When customers reply to marketing templates:

System Notification: Agents will see a system message indicating the conversation contains a marketing message
Template Identification: Click on the marketing message or use the campaign context button in the right panel
Template History: View all templates sent to the customer for context

Key Benefits

Streamlined Communication

Enable agents to initiate WhatsApp conversations with pre-approved templates

Compliance Ready

Use only WhatsApp-approved templates to ensure messaging compliance

Analytics Integration

Track campaign performance through integrated analytics and reporting

Next Steps

After setting up marketing templates in Agent Assist:

Monitor campaign analytics in the Campaign Manager
Adjust journey flows in Bot Studio as needed
Train your agents on the new functionality
Review and optimize stickiness and routing settings based on performance