Learn how to create a Content Template Builder in Twilio to use for business-initiated conversations in Jira using WhatsApp Connector for Jira.

You now need to use Twilio Content Template Builder to send WhatsApp messages from your business to customers as the traditional WhatsApp templates are no longer available on Twilio, to send WhatsApp messages from Jira tickets after 24 hours (even if the ticket is closed), you'll need to use Twilio Content Template Builder. This requires a paid Twilio account to access WhatsApp Business API features and involves creating a template before sending your message. Once sent, the message will appear as a comment, potentially reopening the ticket if the customer responds.


Make sure to create a template with a content type that supports business-related conversations. (Instructions on that will be included in the steps below)

We will then use that template to send the agent's client a business message through WhatsApp. A free-form message 24-hour window will be re-opened only after receiving a response from the client.

Steps to create a Content Template Builder:

  1. Go to the Twilio Console and log in with your account credentials.
  2. On the left-hand sidebar, click on Messaging to expand the options.
  3. Under the Messaging section, you’ll see an option called Content Template Builder, click on it.
  5. After accessing the Content Template Builder page, you'll be able to see a Create new button located at the top-right corner of the page
  6. Click on that button to create a new Content Template Builder.
  8. After clicking on this button, you will be redirected to another page where you will be presented with a form to fill out including the Template name, language, and content type.
  9. Beware, not all content types can be used for business conversations.
  10. So, choose a content type that supports business conversations.
  12. As seen above in the example above, the Text content type supports WhatsApp business-initiated. Not all content types do.
  13. After filling out the form, you can click the Create button at the bottom of the page.
  14. You will now be redirected to another page where you will be required to include a body for your template (you will use this exact body to later create a comment in your Jira ticket).
  15. You can also add variables to your body. (Variables can be used to later fill with appropriate data, for example: "Sale ends on {{ 1 }} ", so later on you can fill this variable with the correct data)
  16. After finishing up, click on the bottom button Save and submit for WhatsApp approval
  17. Now, a small window will appear, requiring a template category. Choose the category that fits your needs.
  18. Finally, click on Submit to submit your template for WhatsApp approval.
  19. If you have gone through these steps correctly, the template will be approved for future uses.
  20. In the image below are examples of approved templates created in Twilio's Content Template Builder.

After the template is approved, you can access your Jira ticket in which you wish to contact the client and create a new comment with the exact body you have used to create your template.

So, if you used the phrase "This is a template message to reopen the conversation" as your template's body, you will use that exact phrase as a comment in your Jira ticket.

After creating a comment with the template's exact body, a WhatsApp message will be sent to the client.

And after the response of the client, the 24-hour window for a free-form conversation will be re-opened.

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