24 April: WhatsApp Template & Bot Improvements and more

⚙️ Improvements

WhatsApp Template Module

We have made a few improvements to make managing your WhatsApp templates easier and more intuitive:

1. Category Dropdown Updates

"Carousel Utility" has been renamed as Carousel for better clarity.

1. New Sync Button for Templates

You will now see a Sync button on individual templates to refresh their status. This button is available for templates that are In Review or Paused (not shown for Rejected or Accepted templates).

1. Edit Rejected Templates

You can now edit Rejected templates directly — something that wasn’t possible before.

1. Send Recently Approved Templates

You can now send templates right after they’re approved. This applies across both Conversation and Broadcast modules.

1. Improved Access to Configuration Settings

Message Tracker and Reply To settings are now accessible from - the template listing page (via the three-dot menu) and the template detail page (Settings → WhatsApp Templates → Three dots → Configuration).

1. Media Playback Control

Auto-play for video content is now disabled on both listing and detail pages. This change gives you more control and a less distracting browsing experience.

Bot: Trigger Bot Flow from Every Template Response

Now your bots are smarter and more responsive when users click quick replies — even in the middle of a conversation.

Previously, if a user clicked a quick reply while already in a bot flow the system would either treat it as a response to an ongoing question (Ask Card), or it would ignore the click if the bot wasn’t expecting input.

Now, if a user clicks a quick reply and it matches a valid intent: A new bot flow will trigger instantly, allowing the conversation to smoothly shift to the new topic.

This update makes conversations more flexible and user-friendly. Users can now change topics or requests (like switching from checking an order to contacting support) without confusion or dead ends.

📝 Example

1. A customer gets a message with two quick replies:

   • "Check Order Status"

   • "Contact Support"

2. They tap "Check Order Status", and the Order Flow starts.

3. Midway, while the bot is asking for their order number, they change their mind and tap "Contact Support".

4. Since "Contact Support" matches an intent, it immediately triggers the Support Flow — no waiting, no confusion.

If a quick reply triggers a new flow mid-conversation, you will see a hover message in Bot → Logs explaining what happened and why — giving your team full visibility.

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Conversations Report Export: Now Includes Ad ID, Ad URL & TAT

You can now export filtered conversation reports with more contextual data like:

• Source ID

• Source URL

• TAT (Turnaround Time)

Navigate to Conversations → Table Icon (next to Filter) → Export to use this feature.

Bot – Trigger bot flow using CTWA ad/post

You can now launch a bot flow when a user clicks on any Click-to-WhatsApp (CTWA) ad or Facebook post with a "Send Message" button.

Here is how you can do:

• Go to Bot → Add New Flow

• Choose Flow Category: CTWA Ad-Based Flow

• Under CTWA-based flow settings, select “For any ad/post”

This lets you engage users instantly—whether they message you from a paid ad or a regular post—ensuring no lead goes cold.