In this documentation, we will explain how a user can create a Content Template Builder in Twilio and use that for business-initiated conversations in Jira using WCJ.
Content Template Builder is now required for business-initiated conversations with Twilio, since Twilio deprecated the normal WhatsApp templates that were previously used, which did not require a user to create templates in his Twilio account. But as of now, after exceeding the 24 hours window of a ticket's flow for a conversation between an agent and a client (meaning, after 24 hours have passed from the last comment sent in a Jira ticket) an agent is now required to access his paid Twilio account (since a user with a free Twilio account cannot create or use WhatsApp content templates and Twilio requires a paid account to access WhatsApp Business API features, including creating and submitting content templates) and create a template with Content Template Builder from Twilio, and use that template's body as the exact message that he will send as a comment in the corresponding Jira ticket.
Make sure to create a template with a content type that supports business-initiated conversations. (Instructions on that will be included in the steps below)
After doing that, we will use that template to send this agent's client a business-initiated message through WhatsApp. And only after the response of the client, the 24 hours window for free form messages would be re-opened.
Steps to create a Content Template Builder:
- Go to the Twilio Console and log in with your account credentials.
- On the left-hand sidebar, click on Messaging to expand the options.
- Under the Messaging section, you’ll see an option called Content Template Builder, click on it.
- 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
- Click on that button to create a new Content Template Builder.
- 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.
- Beware, not all content types can be used for business-initiated conversations.
- So, choose a content type that can be used for business-initiated conversations.
- As seen above, for example, the Text content type supports WhatsApp business initiated. Not all content types do.
- After filling the form, you can click on the Create button at the bottom of the page.
- You will also 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 on create a comment in your Jira ticket).
- You can also add variables to your body. (Variables can be used to later on fill with appropriate data, for example: "Sale ends on {{ 1 }} ", so later on you can fill this variable with the correct data)
- After finishing up, click on the bottom button Save and submit for WhatsApp approval
- Now, a small window will appear, requiring a template category. Choose the category that fits your needs.
- Finally, click on Submit to submit your template for WhatsApp approval.
- If you have gone through these steps correctly, the template will be approved for future uses.
- In the image below are examples of approved templates created in Twilio's Content Template Builder.
After the template is approved, you can now 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 have used for example 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 hours window for a free form conversation will be re-opened.