Titles for WhatsApp Message Templates

Titles for WhatsApp Message Templates

OCP has introduced a new feature that allows administrators to assign titles to WhatsApp Message Templates. This enhancement improves usability by allowing Live Chat agents to easily identify and select templates based on assigned titles. Additionally, there is a new configuration option that allows admins to restrict which templates are available to agents in the Live Chat interface.

Step-by-Step Guide

1. Assigning a Title to a Template

Navigate to the Message Templates section under the Omni tab in the bot menu. In this view, each template now has a Title column. To assign a title, select a template and enter a custom title in the corresponding field. This title will be used in the Live Chat interface for easier identification.

(This image shows how to assign a title to a template and where the title will appear.)



2. Managing Template Visibility for Live Chat Agents

To control whether Live Chat agents are allowed to use WhatsApp templates, go to Settings > Live Chat > Live Chat Settings. Locate the following option at the bottom of the settings list:

Set default to not allow sending in the chat for new WhatsApp Templates

When enabled, this option prevents newly created templates from appearing in the chat interface by default. Only templates that are explicitly allowed will be available to agents. This setting helps maintain control over the communication content used by your team.

(This image highlights the location of the new checkbox within the Live Chat settings.)



3. Using Titled Templates in Live Chat

When a Live Chat agent initiates a WhatsApp conversation, they will be able to select from the templates that have been permitted for use. The selection interface will now display the title assigned to each template, simplifying the process of finding the correct message.

(This image shows the template selection process from the agent’s chat interface, using the assigned titles.)



Summary

  • Titles can now be assigned to WhatsApp Message Templates to help identify them easily.

  • A new setting allows administrators to restrict visibility of templates in Live Chat.

  • Only templates with titles that are permitted will appear for agents in the chat interface.

This feature is already live and available for use. Please test it and provide feedback as needed.


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