# Use a WhatsApp template for your satisfaction survey

Your WhatsApp template must be configured from the interface [WhatsApp Manager](https://business.facebook.com/latest/whatsapp_manager/message_templates).\
If you have multiple WhatsApp Business accounts, make sure you are logged into the one you want to use. You can switch from one account to another using the drop-down menu at the top right of your screen.

## Create a template <a href="#h_57c7c37033" id="h_57c7c37033"></a>

From the interface [WhatsApp Manager](https://business.facebook.com/latest/whatsapp_manager/message_templates), in the Manage templates section, click Create a template.

The first step is to choose the category of your template. For satisfaction surveys, please select the category `🔔 Utility` and select the option `Default`, then click Next at the bottom right of your screen.

<figure><img src="https://downloads.intercomcdn.com/i/o/a50210op/2034727454/7b3839f3ed661fb27b342c678e6d/image.png?expires=1776556800&#x26;signature=b0b3fac9279eb54a33d4304e3e2fc3582c2c65d3423fc32ce72ab377eeb3b222&#x26;req=diAkEs58moVaXfMW3nq%2Bgaz4DXTzbm1xYdBXRZCcq2zLZJSz486h8UyVFHK7%0AJRq7IFDjArYyeegM%2FlSFqfc1ALs%3D%0A" alt=""><figcaption></figcaption></figure>

## Configure your template <a href="#h_9b60a33968" id="h_9b60a33968"></a>

### Name and language <a href="#h_440b44b978" id="h_440b44b978"></a>

In the Template name and language section, define the **Name** of your template and the **Language** in which it will be written.

To see how to manage your template language according to your customers' language, see [Configure a template according to the customer's language](#configurer-un-template-en-fonction-de-la-langue-du-client).

### Content <a href="#h_13065a9140" id="h_13065a9140"></a>

In the WhatsApp template editor, a preview of how your message will appear is available on the right side of your screen.

#### Variable type

Your WhatsApp template can use variables to personalize the message sent, for example with your customer's first name.

In the Variable type menu, make sure to select the type `Name` so that your variables are compatible with Fullwhere.

When you use variables in your WhatsApp template, it is imperative that these variables match the variables allowed by Fullwhere.\
​[See the list of allowed variables.](#h_4497a9557d)

#### Multimedia content example

{% hint style="info" %}
For your template to be compatible with Fullwhere, it is important not to include any multimedia content in your WhatsApp template, so leave this field blank.
{% endhint %}

#### Title

Set the title of your template. This title will be displayed in bold in the header of your message.

#### Body

In the Body field, configure the text of your message.\
​

You can, if you wish, use [variables](#h_4497a9557d) to personalize your message according to the customer.\
When you add variables to your template, you will need to provide WhatsApp with sample values that will be inserted in place of your variable, in the Variable examples section.

Footer

You can, if you wish, define a footer that will appear in small text at the bottom of your message.

### Buttons <a href="#h_c31d7df11f" id="h_c31d7df11f"></a>

For your customer to access your satisfaction survey, it is essential to add a button to your template.\
Click on + Add a button and select the type `Visit website`.

In the Call-to-action section, configure your button as follows:

* Button text: enter the text for your button in 25 characters
* URL type: select `Dynamic`
* Website URL: enter the value [`https://url.fullwhere.com/`](https://url.fullwhere.com/)

In the "Add an example URL" section, enter the value [`https://urlr.fullwhere.com/Hdkzpfk`](https://urlr.fullwhere.com/Hdkzpfk).

Once these steps are completed, click Submit for review.\
The WhatsApp template will need to be approved by WhatsApp (processing times can take up to 48 hours). You will be notified by email when your template has been approved.

Once your template has been created, make sure that the WhatsApp account on which the template was created is properly connected to Fullwhere.\
​[See the WhatsApp connection guide.](https://help.fullwhere.com/fr/articles/9663240-guide-de-connexion-meta#h_d3041349df)

## Configure a template according to the customer's language

If needed, the WhatsApp template linked to your Fullwhere survey can automatically adapt to your customer's language.

To do this, you need to create as many templates as there are languages to manage. All your templates must have the same name, with a specific language each time.

**Concrete example:**&#x20;

Start by creating a WhatsApp template named `enquete_01` and with the language `French`.

Let's say you want to define templates for your English and Spanish customers. You must then create two new templates, both also called `enquete_01` but having respectively as language `English` and `Spanish`.

When you link your template `enquete_01` to your Fullwhere survey, we use the correct template corresponding to your customer's language.

## Allowed variables <a href="#h_4497a9557d" id="h_4497a9557d"></a>

When you use variables in your WhatsApp template, it is imperative that these variables match the variables allowed by Fullwhere. Here is the list:

| Variable                        | Description                                                      |
| ------------------------------- | ---------------------------------------------------------------- |
| `{{store}}`                     | Location name                                                    |
| `{{store_signature}}`           | Location signature                                               |
| `{{brand}}`                     | Brand name                                                       |
| `{{brand_signature}}`           | Brand signature                                                  |
| `{{signature}}`                 | Location signature if it exists, otherwise the brand's signature |
| `{{customer_first_name}}`       | Customer first name                                              |
| `{{customer_last_name}}`        | Customer last name                                               |
| `{{customer_full_name}}`        | Customer full name                                               |
| `{{customer_civility}}`         | Customer title                                                   |
| `{{customer_feedback_count}}`   | Total number of feedbacks given by the customer                  |
| `{{customer_purchase_count}}`   | Total number of orders placed                                    |
| `{{customer_purchase_count_1}}` | Total number of orders placed + 1 (useful for a loyalty message) |
| `{{customer_purchase_amount}}`  | Total cumulative amount of the customer's purchases              |
| `{{purchase_amount}}`           | Amount of the relevant order                                     |
| `{{purchase_external_id}}`      | External order ID                                                |
| `{{purchase_date}}`             | Order date                                                       |


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