If you're not familiar with message templates, please read this introduction first:

Introduction to Message Templates (docs.octopods.io) ➚

Make sure you're familiar with the guidelines as well:

Message Template Guidelines (docs.octopods.io) ➚

For all 3 providers that we support (360dialog, Twilio, and MessageBird), templates can be submitted in two ways:

  1. Through the Octopods dashboard. Once submitted, you will be informed of your template's review status by email. If your template is approved, it will be automatically added for use within Intercom.

  2. Through the 360dialog, Twilio, or MessageBird dashboards. Octopods will automatically import and sync any templates you submit through your WhatsApp provider. You do not need to take any additional action.


How to submit templates through the Octopods dashboard

Step 1: Create a new template

Navigate to your Octopods dashboard, and click on your WhatsApp account.

Select Templates near the bottom of the page:

This will allow you to submit new templates and view the status of template applications, as follows:

Click on New Template to create and submit a new WhatsApp Business message template:

Click on Create Template to confirm, and your template will be automatically submitted to WhatsApp for approval.


Template Translations

In case you want to have the same template in more than one language, it’s important to apply for them separately. You need to apply for a new template, not for a translation of an existing one. The process of syncing your templates to Octopods require them to have unique names. Template translations don’t have names by default.

We suggest that you create a new template and specify the language in the template name, as shown below:

In the first case we have a template “order_details”. It contains template in English and its translation to Russian. Only the English version will be synced to Octopods.

And in the second case we have a template “order_details_esp”. It is the same template translated to Spanish - it has its own name and therefore will be synced to Octopods.


Step 2: Wait for approval

Templates submitted to WhatsApp are typically approved within a few hours to a few days, depending on the complexity of the template. If they take longer, please contact 360dialog, Twilio, or MessageBird support.


Step 3: Adding approved templates to Octopods

No action is required from you here. Approved templates will be automatically added to your account, and made ready for use in Intercom.



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