In this article, you will learn how to send mass or individual messages to your users, with segmentation capabilities, using an approved WhatsApp template.

Estimated Reading Time: 10 minutes

1. Including Templates in Bot Intents Created Before December 2022

How to include a template in an intent?

Step 1: Before including a template in an intent, you must verify its approval. To do this, go to Menu > Notifications Engine > Templates, where you can see the templates currently configured for a specific project.

Note: Remember that the project is the name displayed in the top left corner of the screen.

For more information on how to submit WhatsApp templates for approval, see the article How to submit WhatsApp templates for approval?

Once the template is approved, follow these steps:

Step 2: Go to Menu > Chatbots > Chatbots

Step 3: Select the chatbot where you want to create a new intent.

If you want to learn more about Flow Manager (Master Bot) and Multibot, check out the articles What is Master Bot? and Multibot: multiple bots to organize and prioritize your conversations.

Step 4: When setting the "Response" to your intent, select the action that allows you to send WhatsApp notifications: Channels > WhatsApp > WhatsApp Notification.

Step 5: Select the template you want to use and click Save.

For more information on creating an intent in the legacy version (for chatbots created before Bot Designer), see the article How to create an intent?

Note: Remember that when you created the template, you generated the WhatsApp Notification intent (or whatever name you gave it). It must always be enabled (blue bar in the on position). Do not change the name of this intent, as doing so will prevent you from manually sending the template through Notifications Engine.

Mass Sending

Creating User Groups

By entering Menu > Notifications Engine > User Groups, you can create a new user group by clicking + New User Group in the top right corner of the screen. To create groups, you can use data already on the platform (users who already exist on the platform because they have interacted) or by uploading a file with user data.

You can also obtain data by connecting to integrated CRMs in the platform.

This screen also shows the following details:

• Total groups created;
• Erroneous data (if a file is uploaded with cell phone numbers and there are repetitions among them, for example, duplicate numbers are reported, ignored, and uploaded only once).

Additionally, you can segment users through the following actions:

• Specify conditions: variables, channels, conversation, user;
• Segment users by activity:
• • With activity: users with initiated conversations in the selected period (last month, for example);
  • No activity: users who did not have initiated conversations in the selected period but have interacted previously;
  • With/without activity: covers both cases.

Finally, you must select what type of user group you are creating, knowing that they are divided into the following categories:

• Dynamic User Group: calculated at the time of sending and includes whether users are added or removed from the platform.
• Static User Group: calculated at the time of creation and will not change if users are added or removed from the platform.

On this same screen, by clicking Preview Users, you will access a summary of the group you are creating. If there are no registered users, you will see information similar to the following example. Click Finish to confirm the group creation.

For additional details, see the article What is the Notifications Engine functionality?

Individual Sending

Go to Menu > Notifications Engine > User Groups (https://go.botmaker.com/#/contactGroups) and click + New User Group. Create a user group that you can call "individual sending," for example.

In User Groups, you will see the individual sending user group. Clicking the Notify button will open a new window that will guide you to configure the individual notification.

How to use posting actions when sending WhatsApp templates via the console

By entering Menu > Conversations > Chats, you can use the Post Actions functionality, where agents have a range of options available when sending a template.

Now it is possible to define behaviors so that the operator has the possibility to assign the conversation to themselves, to a service queue defined by them, or to not assign the conversation to anyone. It is also possible to assign a name to users who have not yet interacted with the bot.

This way, you can give a name, a customer ID, or some other identifier that the company uses to refer to that customer. This field is optional and only changes if the user has not interacted with the account yet. If there is a previous interaction, the current user name will be maintained.

2. Including Templates in Chatbots Created with Bot Designer

In the new Bot Designer interface, conversations are designed based on the flows you choose. There are several flows:

• Main
• Agent flows
• Disambiguation flows
• Notification flows
• Video call flows
• Flow when the bot does not understand
• Other flows (operator inactivity, code actions, etc.)

To send notifications, select the notification flow, which allows you to use notifications configured in Notifications Engine (Menu > Notifications Engine > Campaigns and Notifications) and WhatsApp templates (for more details, see the article How to submit WhatsApp templates for approval?) configured in the platform (Menu > Notifications Engine > Templates).

For more information, see the article How to design a conversational flow with Bot Designer?

Sending Templates via API

Botmaker allows you to send all types of multimedia messages supported by WhatsApp and other channels. Check more information in the article How to send WhatsApp notifications via Botmaker API?

Remember to visit our Help Center for more information.

Written By: Botmaker Team

Updated: 07/05/2024