Help Center

What is the process for approving and sending Template Messages?

If you want, it is possible to send proactive messages to your customers, informing them of the status of an order, for example. 

 This process can be done through Aivo and Zendesk Sunshine. In all cases, the messages must be previously approved by Facebook Business.

To do this, please note the information below: 

πŸ‘‰ If you still have Zendesk or already use Aivo as your WhatsApp channel integrator, please send Aivo Support Team your TM (Template Message) via this form: https://forms.monday.com/forms/1b362e1c1c2e7dc150f8423b2b8007cb?r=use1


πŸ‘‰ If you have buttons:

1. Quick Reply - Unique values to send to the bot

2. Call to Action - Phone number and/or website. The text can be one and the value, another.

πŸ‘‰ How Facebook expects to receive a Template Message:

Formatted Text: How you want the text to be formatted.

Hello, {{1}}!

To retrieve your account number, please go to the Aivo page. You will be prompted for the email you have registered with and your date of birth. Follow this link: {{2}}

πŸ‘‰ How the customer will receive it:

Hi Luis!

To retrieve your account number, please go to the Aivo page. You will be asked for the e-mail address you are registered with and your date of birth. Follow this link: 

https://exemple.com/recoverpassword

Important: you must count on your customers' OPT-IN before sending the first message, since through it the user gives his or her consent to receive it.

πŸ‘‰  The Aivo team will send the information to the intermediary, either Zendesk or Positus.

πŸ‘‰  Once the messages are approved, they can start being sent.

πŸ‘‰  In parallel, you should integrate with the Proactivity API to automate your sends.

 Once the messages are sent, the integrators will invoice.

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Important: if the integration is done through Sunshine to get data in a control panel, you need to consult it via e-mail at conversations-support@zendesk.com. If the integration is done through Aivo, please contact admin.

πŸ‘‰  The client will see the message as follows, for example:

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