Messaging management for Supervisors and Administrators: sending templates and quick replies
In Atom, templates and quick replies are essential tools for optimizing communication with customers and prospects. Below, we explain in detail what they are and how to configure them step by step.
What are Templates?
Creating Templates
Tips to enrich your templates
Using Templates
Creating Quick Replies
Using Quick Replies
Templates
Templates are predefined messages used to start or resume conversations with customers. They can be applied in mass campaigns or individual activations. To create them, follow these steps:
Creating Templates
Access the Templates module: Go to Configurations > Messaging > Templates.
Access the Templates module: Go to Configurations > Messaging > Templates.
Select the channel: Choose the WhatsApp line on which you want to create the template.
Select the channel: Choose the WhatsApp line on which you want to create the template.
Create your template: Click on "Create" in the upper right corner.
Create your template: Click on "Create" in the upper right corner.
Choose a creation method: Create from scratch. Use "the magic of Atom". Preloaded templates.
Choose a creation method:
Create from scratch.
Create from scratch.
Use "the magic of Atom".
Use "the magic of Atom".
Preloaded templates.
Preloaded templates.
We recommend using "the magic of Atom", because:
Generates templates aligned with Meta's policies, facilitating their approval.
Generates templates aligned with Meta's policies, facilitating their approval.
Provides a customizable creative guide.
Provides a customizable creative guide.
Suggests an optimized design with Artificial Intelligence.
Suggests an optimized design with Artificial Intelligence.
Tips to enrich your templates
Header: You can add images, videos or documents (up to 5 MB).
Header: You can add images, videos or documents (up to 5 MB).
Interactive buttons: Calls to action (call or visit a link). Forms for surveys or data collection.
Interactive buttons:
Calls to action (call or visit a link).
Calls to action (call or visit a link).
Forms for surveys or data collection.
Forms for surveys or data collection.
Once the template is created, you can preview it before saving it. After Meta's approval, it will be ready for use.
Using Templates
If you need to send a template to resume a conversation with a customer, follow these steps from theTrackingmodule:
Access the Trackingmodule from the left side menu.
Access the Trackingmodule from the left side menu.
Select the expired conversationor the customer you want to send the template to.
Select the expired conversationor the customer you want to send the template to.
Click on "Intervene"and select the appropriate template from the bottom menu.
Click on "Intervene"and select the appropriate template from the bottom menu.
Click on "Send" and you're done.
Click on "Send" and you're done.
Quick Replies
Quick replies allow agents to answer common queries efficiently, reducing response times and errors. These predefined responses improve customer service and the overall experience.
Creating Quick Replies
Access the Quick Replies module: Go to Configurations > Messaging > Quick Replies.
Access the Quick Replies module: Go to Configurations > Messaging > Quick Replies.
Click on "Create" and complete the required fields: Category Message content Groups that can use it
Click on "Create" and complete the required fields:
Category
Category
Message content
Message content
Groups that can use it
Groups that can use it
Customize messagesusing parameters such as: agent_name (agent name) client_name (client name) company_name (company name)
Customize messagesusing parameters such as:
agent_name (agent name)
agent_name (agent name)
client_name (client name)
client_name (client name)
company_name (company name)
company_name (company name)
Attach filesif necessary (JPG/PNG images or documents up to 16 MB).
Attach filesif necessary (JPG/PNG images or documents up to 16 MB).
Click on "Create" to finish. Your quick replies will be available immediately!
Click on "Create" to finish. Your quick replies will be available immediately!
Using Quick Replies
If you want to help your agents with a quick reply, follow these steps from theTrackingmodule:
Access the Trackingmodule from the left side menu.
Access the Trackingmodule from the left side menu.
Select an active conversationor a client and click on "Intervene".
Select an active conversationor a client and click on "Intervene".
Choose the appropriaterapid response from the bottom menu.
Choose the appropriaterapid response from the bottom menu.
Click on "Send" and you're done.
Click on "Send" and you're done.
The use of templates and quick replies in Atom is key to optimizing operational efficiency and raising the quality of customer service. As a supervisor or administrator, it is your responsibility to ensure that agents have these tools to streamline their work and improve communication with customers.