Templates
Effortlessly customize the content and behaviour of all your pre-defined messages
How it works
Here's an overview of the different configuration possibilities for Templates:
Automatically sends a greeting message when a new chat is initiated with a WhatsApp user.
In a multi-number set-up, each number can have a default template.
Engages the customer promptly, setting a positive tone for subsequent interactions.
This template is sent automatically when a user contacts an agent after their office hours as configured in Settings.
A message is sent every 6 hours during out-of-office periods, ensuring the customer is aware of the unavailability without receiving repetitive notifications.
Automatically informs users that the agent is unavailable on weekends.
Provides information on when the customer can expect a response, managing their expectations effectively.
Allows agents to create tailored auto replies for specific times such as holidays or special events.
Offers flexibility to address unique business needs and occasions.
When a conversation has been inactive for 24 hours or more, a brief introductory message is required before resuming the chat.
Ensures compliance with WhatsApp limitations and maintains context in long-dormant conversations.
Templates in Meta containing the word broadcast are surfaced here to facilitate easy configuration in Polser.
Many of these templates feature a convenient toggle that lets you easily activate or deactivate them based on your temporary business needs.
Managing Templates in Meta
Some of our templates are actually meta-templates, which we overlay with a user interface to facilitate easy modification or advanced configuration. To ensure Polser functions correctly, the following templates must be configured in Meta, adhering to the specified naming and variable conventions.
Important note: Meta recently implemented a rule that variables cannot be placed at the end of a template body; they must be enclosed by text. Ensure you adhere to this rule when editing or modifying your templates.
Start a new conversation
Polser uses this template type to initiate a conversation with a user you haven't previously engaged with. It is also helpful for automating contact creation and synchronisation from CRMs or other tools.
Naming convention: new_chat
Body (example): Hi {{1}} It's Markus from Acme Shop here 👋 We’re following up on your enquiry. Is it OK if we continue the conversation on WhatsApp? Variables: We use the variable {{1}} to show the user name (here John) Buttons: We suggest including a clear question about using WhatsApp for communication, along with two separate buttons for users to opt in or out.
You can create up to 10 different templates of this type by adding a number to their name: for examples new_chat_1, new_chat_2, new_chat_3, etc
Expired Conversations
Polser uses this template when a customer conversation has expired. Meaning it's been more than 24 hours since he last messaged you. When this occurs, Meta requires you to use a predefined template, but we can embed your actual message within that template whenever you want to send it to the user.
Naming convention: expired_conversations
Body (example): Regarding our previous chat... {{1}} Sounds good?
Variables: We use the variable {{1}} to insert the message you are sending to a user when the conversation has expired (here Your account has been reactivated. You can login as usual.) Buttons: No buttons are recommended in these templates.
You can create up to 10 different templates of this type by adding a number to their name: for examples expired_conversations_1, expired_conversations_2, expired_conversations_3, etc.
To facilitate rich conversations even after expiration, we automatically generate these templates in Meta:
expired_conversations_image
expired_conversations_video
expired_conversations_document
You don't need to create the above template, but feel free to modify it if necessary.
Broadcasts
Any template you create in Meta that includes the word "broadcast" will be recognised by Polser as a broadcast template. These templates will appear in our feature interface for sending broadcasts.
Naming convention: _broadcast
Body (example): *New arrivals for the season* {{1}} 💫
Variables: We use the variable {{1}} for the actual content of this broadcast instance to be sent (here, Discover our classic bedroom bed frame and give your space a warm, natural upgrade).
You can create up to 50 different templates of this type by adding any text before or after the word broadcast in its name: for example, newsletter_broadcast,blackfriday_broadcast, blackfriday_broadcast, etc
Read more about our broadcast feature here https://polser.gitbook.io/polser-docs/features/broadcasts Watch this video to learn how to create Broadcast templates in Meta https://app.arcade.software/share/vS9Iot5DzY3FlE828cL9
Templates are available for both mobile and web applications within Polser, but they can only be edited in the browser.
Planned enhancements
Future improvements include:
Template creation: Ability to design new templates from scratch.
WISIWIG editor: to allow users to fully create and edit templates from our interface
Multilingual Support: Enable auto replies in multiple languages to cater to a diverse customer base. Use language variation for Meta templates.
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