Designing Message Templates

Templates are pre-written messages with dynamic placeholders. They ensure branding consistency and speed up agent response times.

Template Types

Omnix supports two forms of templates:

1. Standard Templates: Free-form replies used by agents in the inbox or sent via Email and SMS campaigns.
2. WhatsApp Templates: Message templates registered and pre-approved by Meta for outbound WhatsApp messaging.

1. Creating a Standard Template

1. Go to Settings → Templates.
2. Click + New Template.
3. Write your message. Use double curly braces {{ }} to add merge variables:
   • {{contact.firstName}} — Recipient's first name.
   • {{contact.email}} — Recipient's email.
   • {{agent.firstName}} — Name of the agent sending the template.
4. Click Save.

2. Creating a WhatsApp Template

WhatsApp templates require Meta approval and have strict formatting rules:

1. Go to Settings → Templates and select the WhatsApp tab.
2. Click + New WhatsApp Template.
3. Choose a category: Marketing, Utility, or Authentication.
4. Define the content:
   • Header: Text or media (image/document).
   • Body: Your text. Placeholders must be numbered sequentially: {{1}}, {{2}}.
   • Footer: Optional signature text.
   • Buttons: Call-to-action link buttons or quick reply buttons.
5. Click Submit to Meta. Status updates are synced to your Omnix dashboard automatically.