Introduction

This article outlines the feature for managing WhatsApp message templates directly within Eightfold, which streamlines the process of setting up and using WhatsApp as a communication channel. Previously, creating and managing templates required assistance from the Solution Architect (SA) team. This feature gives you more control and reduces potential errors.

• Direct template creation/editing: create WhatsApp templates directly within the Communication Center, or edit existing templates. Note that editing a template cancels any scheduled messages using the previous version.
• Simplified approval process: Eightfold automatically submits your templates to Meta for approval, and you can track the approval status within the Communication Center.
• Admin control: admins have full control over WhatsApp template management.

How does it work

Template creation:

1. Navigate to Account > Communication Templates.
2. Click Add Template and select the relevant WhatsApp Template Type.
3. Eightfold automatically submits the template to Meta for approval.
   
   

Approval tracking:

1. You can monitor the approval status of your templates within the Communication Center.
2. The approval process typically takes around 20 seconds, but can take up to 24 hours if a manual review by Meta is required. The templates are unusable until approved by Meta.
   
   

Template usage:

• When you use the communication wizard, templates are fetched from Eightfold.

Important notes

• Twilio as a messaging platform: Eightfold uses Twilio's API to manage and send messages.
• Template variables: use actual variable names in your templates within Eightfold, rather than numerical values.
• Approval time: while most templates are approved quickly, manual reviews by Meta can take up to 24 hours.
• Messaging service: a messaging service needs to be set up in Twilio, and this service is used by Eightfold to send messages.