How to send templates and notifications through Notifications Engine?
In this article, you will learn how to send mass or individual messages to your users, with the possibility of segmentation, using an approved WhatsApp template.
Estimated reading time: 10 minutes
- Include templates in intents of bots created before December 2022
How to include a template in an intent?
- Step 1: Before including a template in intent, you must verify if it has been approved. To do this, enter the menu: Menu> Notifications Engine>Templates, where you can view the templates currently configured for a specific project.
Note: Remember that the project is the name displayed in the upper left corner of the screen.
For more information on submitting WhatsApp templates for approval, refer to the following article: How to create and send a WhatsApp template optimizing response times?
Once the template is approved, follow these steps:
Step 2: Log in to Menu> Chatbots>Chatbots
- Step 3: Select the chatbot on which you want to create a new intent.
For more information about the flow manager (named Master Bot) and Multibot, please refer to the following articles. What is Master Bot?, Multibot: multiple bots to sort and prioritize your conversations
- Step 4: When configuring the “Reply” to your intention, select the action that allows you to send WhatsApp notifications: Channels>WhatsApp> WhatsApp Notification.
- Step 5: Select the template that you would like to use and click Save.
For more information on how to create an intent in the legacy version (for chatbots created prior to Bot Designer), you can read the following article: How to create an intent?
Note: Remember that when creating the template you have generated the WhatsApp Notification intent (or the name you have assigned to it). It must always be on (light blue bar in the on position). On the other hand, you must not change the name of this intent because, otherwise, you will not be able to send the template manually or through the notifications engine.
Mass delivery
Create user groups
You can create a new user group through Menu>Notifications Engine>User groups by clicking on + New user group in the upper right corner of the screen. To create the groups, it is possible to use data coming from the platform (users that already exist on the platform because they have had interaction) or by uploading a file with the user’s data.
You will also be able to obtain the data by connecting to the CRMs integrated into the platform.
This screen also shows the following details:
- The total number of groups created.
- Erroneous data, for example, if you upload a file with cell phone numbers and among them, there are some repeated ones, it reports and ignores them so that numbers are uploaded only once.
Additionally, it is possible to segment users through the following actions:
- Specify conditions: variables, channels, conversation, users.
- Segment users by activity:
- With activity: these are users with conversations started in the selected period (e.g. last month).
- Without activity: users who have not started conversations in the selected period, but who have interacted previously.
- With/without activity: contemplates both cases.
Finally, you must select which type of user group you are creating, knowing that groups are divided into:
- Dynamic user group: it is calculated at the time of submission and will be modified if users are added or removed from the platform.
- Static user group: it is calculated at the time of creation and will not be modified if users are added or removed from the platform.
In this same screen, by clicking on Preview users, you will access a summary of the group of users you are creating. If there are no registered users, this information will be displayed (as shown in the example below). Click Finish to confirm the creation of the group.
For additional details, see the article What is the Notifications Engine feature in Botmaker?
Individual delivery
Go to Menu>Notifications Engine>User groups (https://go.botmaker.com/#/contactGroups) and click on +New user group.
Create a user group that you can call, for example, “individual delivery”.
Under User groups, you will be able to view the individual delivery group. Clicking on the Notify button will open a new window that will guide you through setting up the individual notification.
How to use Post actions when sending WhatsApp templates by console
By going to Menu>Conversations>Chats, you can use the Post actions feature, through which the agents have a series of options available when sending a template.
Now you can define behaviors so that the agent can assign the conversation to themselves, to a service queue that they define, or not assign the conversation to anyone.
It is also possible to assign a name for users who have not yet interacted with the bot. This way, you can put a name, a customer ID, or some identifier that the company has to refer to this customer. This field is optional and will only change if the user has not interacted with the account yet. In case of having interacted previously, it will keep the name that the user currently has.
2. Include templates in chatbots created with Bot Designer
In the new Bot Designer interface, conversations are designed based on the flows you choose. There are different flows:
- Main
- Agent
- Disambiguation
- Notifications
- Video calls
- Flow when the bot does not understand
- Other flows (agent inactivity, code actions, etc.)
To send notifications, select the notifications flow, which will allow you to use the notifications you have configured in Notifications Engine (Menu>Notifications Engine>Campaigns and Notifications) and the WhatsApp templates (for more details, see the document How to create and send a WhatsApp template optimizing response times? that are configured in the platform (Menu>Notifications Engine>Templates).
For more information, you can read the following article: How to design a conversational flow with Bot Designer?**
Send Templates from the API
Botmaker allows you to send all types of multimedia messages supported by WhatsApp and other channels. Learn more about it in the following article: How to send templates and messages to WhatsApp from Botmaker API?
Remember to visit our Help Center for further information.
Written by:
Botmaker Team
Updated: 2/17/2023