How To Create WhatsApp Broadcast Template Through Qiscus Omnichannel

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Reaching a large audience and fostering deeper connections with your customers has never been easier. This article delves into the world of WhatsApp Broadcast Templates within the powerful Qiscus Omnichannel platform. We'll guide you through the creation process, step-by-step, empowering you to craft impactful messages and streamline your communication strategy.

Before started

WhatsApp Business API (WABA) allows businesses to reach out to their customer directly by using the Template Broadcast Message feature. Templates are used in template messages to open Marketing, Utility, and Authentication conversations with customers. Read more about Conversational Pricing for each category here

Unlike free-form messages, template messages are the only type of message that can be sent to customers who have yet to message you, or who have not sent you a message in the last 24 hours.

Templates must be approved before they can be sent in template messages. In addition, templates may be disabled automatically based on customer feedback and engagement. Once disabled, a template cannot be sent in a template message until its quality rating has improved or it no longer violates Meta's business or commerce policies.


How To Create A Template For Broadcast Message

This is the basic way to create a template for a broadcast message. At the left bar of your inbox, you will see a list of menus, choose the outbound message menu.

From there, click on the WhatsApp Broadcast Template Menu

In this menu, you will see the list of the templates you have created if there are any. Click on the new template button to start creating a new template.

You will see the form that you will need to fill out to create a broadcast template message.

Fields detail:
1. WhatsApp Account: In case you have more than 1 WABA account, please make sure you have chosen the correct WABA channel before creating the template. You can not use templates from the other WABA channel unless the WABAs are under the same WABA ID.

2. Message Template Name: Please do note that template names all must be in lower case if you need a space, use an underscore instead. You may only use the same template name twice, even if you deleted the previous template, please use a different name if there is any revision from the previous one. The number is allowed in the template name, but special characters aren't.

Template name sample:

  • followup_new_customer ✅
  • cateringday1 ✅
  • ultahcustmer_2024 ✅
  • Follow-up New Customer ❌
  • Catering_@1 ❌
  • UltahCustomer2024 ❌

3. Category: Please choose the correct category for your template message, choosing the wrong category may result in a rejection from the Meta system. Each category costs a different price, please consult your account manager to know for sure about the cost of each template category.

If the template is rejected, please contact our team. We can help create an appeal ticket for the Meta team, but please note that the decision is 100% dependent on Meta's decisions, not Qiscus.

Note: The Authentication template is premade by Meta, we can not change the wording as the wording has been set as default.

4. Language: Please select the correct language for your template message.


Create A Different Type of Templates

There are many ways you can create your templates. You may add a media header such as an image, a video, or a document. The sample file you add as the header will be the default media for that template, add variables to the template text header and body templates, and you can also add buttons to your templates, these include quick replies, calls to a phone number, or visiting a website.

After filling out all of the details such as choosing the right channel, adding the template name, and picking the correct category and language, you will find 4 parts of template creation which are the header, the body, the footer, and the button. The most important part is the message itself (body template). You can choose to include additional information (other 3 fields), but it depends on what kind of message you're creating.

1. Header Message Field

In the header, you may fill it with text or media. If you choose a text header, you may add 1 variable to it.

Example Header text with variable:

You can only add 1 parameter in your text header you can't repeat it, and the character limit is 60 characters. Please make sure to fill out the Sample for the header content seen above.

You may also add media to the header, the example can be seen below


Here are the suggested media sizes for each type of Media, if the media size is too big, the template might be approved, but it will be failed when you try to send it.

Media Type File Extention Suggested Size
Video MP4 16MB
Document PDF 20MB


2. Body Message Field

The Body message is the most important part of template creation, this is the only required field. Here, you may add up to 13 different variables.

The variable must be in chronological order, the body variable must be started with {{1}} even though you have added {{1}} as well in the text header. The maximal number of characters for the body template is 1024 characters including the variable that you will add later.

To create a bold, italic, or crossed text, you can use these characters:

Bold *.....*
Italic _....._ 
Crossed ~.....~

It must be within 1 line of sentence, if your sentence has an enter, add the symbol in every line. Example:

*This is my 1st sentence*
*This is the 2nd one*

*This is my 1st sentence
This is the 2nd one*

Sample for the Body contents is mandatory.

3. The Footer Field

The footer is a short line of text at the bottom of your message template. You may add it as a signature or something else. The footer can not have a variable, a new line, or an emoji.

4. The Button Field

There are 2 different types of buttons you can add to your template.

1. The Quick Reply Button

This is the button your customer can click to send an instant answer to your template. 

You can create up to 3 quick reply buttons in your template.

2. The Call-To-Action Button (CTA)

Here, you can add 1 phone number button and 1 website button.

Visit a website

Phone number

Note: You may add 2 visits to the website button instead, but you need to request it manually from our team. Let us know the template name you have submitted along with the button name and the link to the website you want to add as the second CTA visit website button.

3. The Opt-out button

If you are creating a Marketing template, you can ask for your customer's consent by creating an Opt-out type of template button. Note that this button only exists for the Marketing category.


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