Hello Ofek,

Thank you for reaching out to us.

Something is nor set up correctly. Since 99% of settings is done outside of Amelia you need to check them again.

Once you save the configuration, you’ll be taken to message templates, that are similar to Email and SMS notifications.

The only difference is that WhatsApp templates can’t be configured in Amelia, but instead, you need to configure them in your Business Settings Page.

In the left sidebar, click on the three lines  and then click on “WhatsApp Manager”:

In the “Overview” section that appears next, click on the three dots on the right of the WhatsApp account you previously created, and then click on “Manage message templates”:

On the next page, you will be able to create new templates that will be used in Amelia. Simply click on “Create Message Template” in the top right to start.

When creating a template, the category needs to be “Transactional”. Then, you define the name of the template (you can use the same names seen in Amelia, like “appointment_approved”, “appointment_pending”, and so on) and select the languages that you use in Amelia. After you configure this, click on “Continue” in the top right corner.

Please note:

• The name of the template needs to be lowercase without spaces. You can try adding them, and Facebook will automatically modify uppercase to lowercase, and replace spaces with an underscore.
• The languages you select in the template need to be included in Amelia also. The default language is set in Notifications/WhatsApp Notifications when you access settings, but if you added more languages in Amelia’s General Settings, they will be available as well, so you can add these languages when creating templates in WhatsApp.

Templates in WhatsApp are similar but, again, different from creating templates for Email and SMS notifications.

The main difference is that you need to configure variables (placeholders) in the template, and they can only be numerical. As you can see in the screenshot below, these placeholders are not the same as Amelia’s (which are enclosed in % symbols), and they are shown as {{1}}, {{2}}, and so on.

An important thing here is to know which variable will be assigned to which placeholder in Amelia. For example, {{1}} in WhatsApp will be %service_name% in Amelia.

The Header and the Footer are optional, and the Header can include variables, while the Footer cannot. If you’re adding a Header, select “Text” from the drop-down and type your header as shown in the example below.

Once you create the template, click the “Submit” button in the upper right corner. If you forgot to add the template for another language, you’ll be prompted with a warning, so you can go back and add the template for another language.

Each template you create will be reviewed by WhatsApp, and it usually takes an hour for it to be approved. An approved template will have a green circle next to the language, and a pending template will have a blank circle, as indicated in the screenshot below:

Please note:

• Once a template is approved, it can no longer be edited. Only rejected templates can be edited. If you need to modify the template once it’s approved, you will need to delete the old one and create a new template.
• WhatsApp doesn’t accept line breaks, TAB, and 4 spaces put together, so avoid using them in the template. Line breaks will be replaced with a semi-colon ( ; ).

Back in Amelia/Notifications/WhatsApp Notifications (once you refresh the page), when you click on the “Template name” drop-down, you will see the list of all templates created in the app (both approved and pending ones):

Select the template you want to associate with the Amelia template you clicked on (or created) and then you can continue linking the variables to placeholders.

Placeholders for Headers and placeholders for the message body are separate, so {{1}} in the header is not the same as {{1}} in the message body. All variables you added to the message template in WhatsApp will be added below the header and the message body, so you can link them.

First, the {{1}} variable needs to be linked to Category/%service_name% (in this example) in the header:

Then, below that, you can see the message template pulled from WhatsApp, and below the template, you will be able to link the variables with placeholders in Amelia:

When you’re done linking the variables to placeholders, scroll all the way down and click on the “Save” button in the lower right corner, to save the notification template.

Now, as in all other notifications, you can test the messages. Click on “Send Test WhatsApp Message”, enter the phone number you want the message to arrive to, and select the template you want to test.

We suggest that you follow our documentation step by step you also take a look at our video, and if you follow our documentation to the letter everything will work.

If you have any more questions please open another ticket and we will gladly help you there.

We wish you all the best.

Have a nice day.

Hello Ofek, 

Something is not set up right, otherwise, the template will be there. Can you please send us a couple of screenshots of your settings so that we can take a closer look?

Looking forward to your reply.