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Template Models for Active Messages

Template models are all the ways you can structure your message template. There are pre-defined models; just choose one and build the content as you like.

Single Message + Media

Single message templates are simple messages sent to the user, usually alerts, notifications, and authentication codes. They may or may not include media. Check out some variations of this format.

Single Message: Informative.

Informative

Single Message with Media: Just an informative message accompanied by Media

Media

Media

Buttons with Template Interaction

You can also create messages with buttons that trigger actions when clicked, such as sending a simple message to the user or executing a flow. We will explore more about these actions on the next page. These button templates can also be accompanied by a file or not.

Check out some examples of messages with buttons below:

Media

Doc


Contact

Actions through Interaction

  • When a button is clicked, it triggers an interaction with the system, and as a result, an action is performed.
  • The action performed can be anything from sending a message to the customer or directing the customer to a flow with a specific journey, for assistance or other instructions.

Media

CONFIRM APPOINTMENT

  • By clicking YES, the bot triggers a flow on the platform where a message with instructions for the appointment is sent to the customer.

  • If clicking NO, the bot directs the customer to a human assistant on the platform, where an attendant will continue the conversation.

  • The same journey occurs when clicking RESCHEDULE.


Contact

CONTACT A CLIENT

This is a case of reaching back to a client. If they click YES, the client will be directed to an assistant on the platform. If they click NO, they will receive a thank-you message.

Reactivate Expired Conversations

During a session, it may happen that a conversation remains inactive for over 24 hours without a response from the client, making it expired. It’s not possible to respond to an expired conversation unless the client replies. Therefore, we send a reactivation template in the chat to notify them. Once they respond, we can resume the conversation. See examples below:

  • Message to reactivate expired conversations: A simple message sent in an expired chat to reactivate it;

Reactivate

Macro Substitution

Macro substitution is a concept that involves replacing part of the text with another part within a template.

Replacing Keywords

Macro substitution is a feature that efficiently personalizes messages. Instead of creating a template for each customer, we use a single model and replace relevant keywords. This way, we offer personalized and agile service, saving time.

Example:

  • Let’s say you are sending a message to three people: “Congratulations Name. You are the winner!”
  • We can replace the word “Name” with the real name of the person: “Congratulations Rafael. You are the winner!”
  • Imagine you are sending this to 5 people. At first, you might think of creating a template for each person with their names, meaning we would have 5 templates.

There is a much simpler way: instead of having 5 templates, we can have just one and add macro substitution in the message body like this: “Congratulations {{NAME}}. You are the winner!”

This way, we would only need one template, and when sending the message, we would use the {{NAME}} field to replace it with the name we want to inform, typing it into an editing field on the template sending screen.

See below how a field looks and how we have a preview of the message:

Template Model:

“Hello {{Patient Name}}!

We would like to confirm your {{Appointment Type}} scheduled for {{Scheduled Date}}.

Please select one of the options below”

Preview:

Macro Substitution