Rights: the Admin right on Templates.
Location: the Templates page, under Content
Setup: WhatsApp has to be activated on your workspace, and the WhatsApp Business template you want to use has to be approved on your WhatsApp Business account beforehand.
Overview
SMS and WhatsApp templates share the same short form: a sender, a text, and one language tab per language you send in. Both channels carry the survey through a link rather than through a button or an embedded question, so there is no branding to configure.
Build the template
- Start a new template. Go to the Templates page, under Content in the sidebar, and click
+ Create a template.
- Name the template. Under Basic Information, fill in the Name field. The name is required and has to be unique in your company: a duplicate name blocks the save without displaying a message.
- Choose the channel. In Template type, select SMS or WhatsApp. The form shrinks to Basic Information and Content, since Email type, Subject, Survey redirection, Banner and Social networks do not apply, and the preview becomes a phone conversation. If WhatsApp is missing from the list, the channel is not activated on your workspace, so contact your CSM.
- Set the sender alias. In Sender alias, enter the name that appears on the recipient's phone. A counter next to the field label shows how much of the allowance you have used.
- Point to your approved WhatsApp Business template. For WhatsApp only, enter the exact name of your pre-approved template in Name of your Whatsapp Business template, which is required, then fill in Segment mapping.
- Write the message. Under Content, fill in the Text field for your default language. The field is required for every language of the template. For SMS, two elements are appended to your text automatically, both in the preview and in the message actually sent: the short link to the survey, in the form
https://s.diduenjoy/92211c1924, and an opt-out line readingSTOP [URL OR 36111].
- Add your other languages. Follow Untitled.
- Save. Click
Saveat the top right. While a required field is missing, the button stays disabled and a yellow banner lists each missing item, for example "Missing name" or "Missing content for language: FR". There is no autosave andCanceldiscards your changes without asking for confirmation. On success you return to the templates list, where the template appears with its language badges and its type, ready to be selected the next time you dispatch a survey.
[📸 Screenshot to add, source: to capture live in product, interface: EN, caption: illustrates step 3, the shortened SMS form with Basic Information and Content on the left and the phone conversation preview on the right, cropped to the form and the preview]
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This document is for information and illustrative purposes only. It does not represent any contractual engagement and is subject to change for the purpose of service improvements.