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Support for Media Templates

Release date: 13 April 2023

Before, Chat Desk only supported plain text message templates via WhatsApp. After this release, the following WhatsApp message templates are also now supported by Chat Desk:​​​​​​​

  • Media Message Templates: Videos, images, documents

  • Interactive Message Templates: Quick-reply buttons, call-to-action buttons

Header and footer text are also now supported in WhatsApp message templates in Chat Desk.

Also see:

WhatsApp media templates are now supported. Select from your existing message templates as set up via the Clickatell User Portal. Start typing to find a specific template. If no template exists, all the buttons and fields will be greyed out. Contact number will be pre-populated if available.

Media Message Templates

  • Video: Agents can now add mp4 files (up to 30 MB) to a message template. A video preview will be displayed so that the agent knows which video they've uploaded.

  • Image: Agents can upload .jpg or .png images (up to 30 MB) to an image message template.

  • Document media message templates: Currently, only PDF files are supported in media templates.

Example of a video file uploaded to a template. Preview on the right.

Interactive Message Templates

There are two types of predefined buttons:

  • Quick Reply: Allows your end-user to return a simple text message.

  • Call-to-Action: Allows your end-user to call a phone number (like the 'Call us' button) and visit a website (like the 'Visit Clickatell Website' button).

Preview of a message template containing an image and two call-to-action buttons (left) and three quick-reply buttons (right)

Additional functionality supported in message templates

  • Header text: You can add a header to a message template. The header is displayed in bold and can have one variable that the agent adds.

  • Footer text: You can add a footer to a message template (e.g., 'offer applicable while stocks last' or 'terms and conditions apply').

Message template preview

Chat Desk also added a preview section for message templates to give agents clear visibility of the message before sending it. This will prevent accidentally sending the incorrect message template.

A preview on the right shows how the message template will display to the end-user. This is an example of a PDF document attached to the message template.

Once a message template is sent, it will form part of the chat history so that agents and supervisors can easily refer back to it.

Below is an example of what a message template containing an image looks like to the agent in Chat Desk after they've sent it to the end-user. There is a clear indication that this message was a template. The media file can be downloaded from the view.

An example of what a message template containing an image looks like to the agent in Chat Desk after they've sent it to the end-user.

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