Use a WhatsApp template for your satisfaction survey
How to configure your WhatsApp template to use it with Fullwhere satisfaction surveys
Your WhatsApp template must be configured from the interface WhatsApp Manager. 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 dropdown menu at the top right of your screen.
Create a template
From the interface WhatsApp Manager, in the Manage templates section, click Create a template.
The first step is to choose your template category. For satisfaction surveys, please select the category 🔔 Utility and select the option Default, then click Next at the bottom right of your screen.
Configure your template
Name and language
In the Template name and language section, set the Name of your template and the Language in which it will be written.
It is mandatory to configure at least one template in the language "English (US)" because this one will be used for customers for whom no template is configured in their language
To see how to manage your template language according to your customers' language, see Configure a template according to the customer's language.
Content
In the WhatsApp template builder, a preview of how your message will appear is available on the right side of your screen.
Type of variable
Your WhatsApp template can use variables to personalize the sent message, 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 essential that these variables match the variables authorized by Fullwhere. ​See the list of authorized variables.
Multimedia content example
For your template to be compatible with Fullwhere, it is important not to add any multimedia content to your WhatsApp template, so leave this field empty.
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 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
If you wish, you can define a footer that will appear in small text at the bottom of your message.
Buttons
For your customer to access your satisfaction survey, it is essential to add a button to your template.
Click + Add a button and select the type Visit website.
In the Call-to-action section, configure your button as follows:
Button text: enter your button text in 25 characters
URL type: select
DynamicWebsite URL: enter the value
https://url.fullwhere.com/
In the "Add a URL example" section, enter the value https://urlr.fullwhere.com/Hdkzpfk.
Once these steps are completed, click Submit for review. The WhatsApp template will need to be approved by WhatsApp (this may take up to 48 hours). You will be notified by email when your template has been approved.
Once your template is created, make sure the WhatsApp account on which the template was created is properly connected to Fullwhere. ​See the WhatsApp connection guide.
Configure a template according to the customer's language
It is mandatory to configure at least one template in the language "English (US)" because this one will be used for customers for whom no template is configured in their 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, each time with a specific language.
Concrete example:
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 with respectively the 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.
Authorized variables
When you use variables in your WhatsApp template, it is essential that these variables match the variables authorized 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's first name
{{customer_last_name}}
Customer's last name
{{customer_full_name}}
Customer's full name
{{customer_civility}}
Customer salutation
{{customer_feedback_count}}
Total number of feedback entries 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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