/
Templates on canned response

Templates on canned response

At this time only Whatsapp Business and Gupshup has this functionality integrated.

In uContact we have the possibility of sending templates from canned response, for this we must follow the following steps:

  1. Synchronize templates:

image-20240320-141554.png

  1. Synchronize templates for WhatsApp:

    1. In the case of WhatsApp, it is necessary to have the WhatsApp account number entered in the provider. This field is not required if templates are not implemented in the application.

      image-20250717-153140.png

On the providers window we have to select the desired provider and click on the synchronize button. With this the provider will obtains all the approved templates. It is possible to delete them with the Delete button found in the Templates section.

Gupshup will only synchronize text only templates. Unlike WhatsApp, all of the template text from gupshup will be shown in the body section in the modal.

  1. Select template and replace variables:

The next step is to click on Canned Responses and select the desired template. This will open a modal showing a sample (non-editable) message to be sent. If the template includes variables, the modal will display the necessary fields for you to complete.

Variable fields must be completed; they cannot be left blank.

Usage of templates:

Within the template usage modal, only components that require some type of variable—either text or document variables—will appear. The only exception to this rule is that the body text of the message will always be displayed, whether it contains variables or not.

For headers, we have four possible types of variables:

  1. Text. If the text contains variables, the text will be displayed along with an input field where the variable values can be replaced.

image-20250717-153938.png

 

  1. Attachments, whose type is defined in the template and can be one of the following:

    1. Image:

      image-20250717-154314.png

    2. Video

      image-20250717-154342.png

    3. Document

      image-20250717-154422.png

For document-type headers, the file name is editable. When a file is uploaded, its name is initially taken from the name with which it is saved in the system. Once the uploaded file’s name is displayed, it can be edited as desired.

If there are document-type variables, there may be a brief delay when loading the file into the template. Once it is ready to be sent, the uploaded file’s name will be filled into the input field.
Example:

image-20250717-154700.png

Template Body Usage:

If the body text contains variables, it will be displayed as follows:

image-20250717-154743.png

On the other hand, if there are no variables, the template text is simply displayed without variable input fields.

Use of Variables in Buttons:
Loaded templates can include two types of buttons: Quick Reply and Call To Action.

  • In Quick Reply buttons, clicking the button on WhatsApp sends a predefined response in the chat.

  • Call To Action buttons trigger an action when clicked on WhatsApp. These options can be one of the following types:

  1. Initiate a call to a predefined number specified in the template.

  2. Redirect to a link, which can be configured through a variable.

Only the second type of button (Call To Action) can contain variables. There is a single variable that is part of the predefined link in the button of the template.
Example:

image-20250717-155133.png

Ejemplos de interacción para Whatsapp:

Start interaction:

image-20250717-155228.png

Open interaction:

image-20250717-155356.png

Gupshup templates:

Start Interaction:

image-20250717-155632.png

Open Interaction:

image-20250717-155732.png

If the message was sent using a template, an icon will appear in the top left corner of the message as an indicator.