After the 24-hour customer care window has closed, you must use an approved WhatsApp template to contact the customer. To personalise these templates, you can use variables that automatically insert saved contact information (such as name, order number, or appointment date) into the message.
In addition, templates can include a wildcard variable that allows you to insert free text when sending the message. This gives you some flexibility to reference details relevant to the current conversation, while still using an approved template and remaining compliant with Meta’s messaging policies.
How to insert variables
You can click the </> box under the template text box to see the available variables that you can add into your template.
Alternatively, you can simply use a '/' in the textbox and write the name of the variable to insert it (e.g. /First name).
Index
Variable: The name of the variable as it appears in Superchat when creating a template.
Value: The specific amount/content assigned to the variable for an individual contact.
Text: The text that is automatically inserted into the message module after it has been sent.
User-defined contact attributes can also be integrated as variables in templates. In this case, the value that is stored for the respective contact for the created attribute is inserted as text. You can learn how to create contact attributes here.
What exactly are wildcard variables?
A wildcard variable is a placeholder in a template that can contain any type of text, without strict formatting or predefined structure.
They are a useful workaround as they allow you to personalise templates and make them relevant and engaging for each individual conversation.
However, they must have templates that use wildcards must have a clear fixed structure and not consist primarily of variables.
What you cannot do with wildcards:
Meta does not allow templates that are essentially fully dynamic messages such as:
Attachments, Headlines and Call-to-action buttons
In WhatsApp templates, you are also able to attach images, videos or PDF files and also implement headlines, footnotes and call-to-action buttons.
Attachments, Headlines & Footers
In addition to the internal name of the template, the template category and the template text, you also have the following option: Add attachment / heading / footer.
Simply switch on the button to the right.
If you decide to add an attachment, you have to choose which type of media you want to attach and always have to upload a sample file to Meta for verification.
❗️The media file serves as a "placeholder only" when submitting a template. The actual file is attached when sending the template out to your customers.❗️
Add Buttons
As a second option, you can also add clickable buttons to the bottom of your WhatsApp template. To do this, simply activate the switch to the right.
Here, you can create a Quick Reply to receive pre-defined replies from customers with just one click.
As well as Static URL, Dynamic URL and Phone number buttons in order to easily direct customers to the next step.
Note: You can add up to 10 websites/quick replies within a single WhatsApp template.