Applies to: Admins
Overview
WhatsApp message prompts are pre-approved messages to initiate customer conversations and re-engage inactive conversations. These prompts must be approved by Meta/WhatsApp before use. This guide covers the complete process of creating, submitting, and managing WhatsApp message prompts within Endear.
From the Home Page, select Inbox.
Select the dropdown under My Inbox to open the left-hand menu.
Select WhatsApp prompts.
Note: You can also find WhatsApp prompts under Settings > Contact Methods > Manage prompts.
Select Add prompt.
Create your WhatsApp prompt by completing all of the fields. Then select Save.
Select the success message or navigate to the Draft tab to review your prompt.
Make any final edits, then select Submit for review. Meta/WhatsApp typically reviews prompts the same day, but sometimes approval can take 24-72 hours.
Step-by-Step Guide: Creating a new prompt
1. From the Home Page, select Inbox.
Note: WhatsApp only works in the new inbox, so make sure you have opted-in to the new inbox.
2. From the Inbox, select the dropdown under My Inbox to open the left-hand menu.
3. Select WhatsApp prompts. You can also navigate here by going to Settings > Contact Methods > Manage prompts.
4. Select Add prompt.
5. Create your WhatsApp prompt by completing all of the fields. Then select Save.
Language: Select the language.
Name: Give your prompt a clear, informative name. You will be able to sort and search based on the name so consider following a consistent format!
Description: Provide a description of the prompt. This is for internal purposes, so you can input guidance on when to use the prompt or the intended customer.
Category: Select the category of the prompt. This is for internal organizational purposes.
Prompt message body: Input the body of your prompt, using any merge tags that are appropriate.
6. Once you hit save, you can click the success message or navigate to the Draft tab to review your prompt.
7. Make any final edits, then select Submit for review. Meta/WhatsApp typically reviews prompts the same day, but sometimes approval can take 24-72 hours.
Examples of Good Prompts
Appointment reminder: "Your {{1}} appointment is coming up on {{2}}. Make sure to bring any relevant accessories, shoes, and the garment you want tailored. Please reply to confirm or call the store to reschedule."
Notification of new arrivals: ""Hello {{1}}, we have good news regarding some items on your wishlist. Respond to this message if you would like to learn more!"
Examples of Bad Prompts
"Reminder: {{1}}"
"I am Jane at Endear, how are you?"
"Hi, are you available?"
Best practices for WhatsApp approval
Be specific and descriptive: Provide clear context about why the customer is receiving the message. Consider phrases like "You asked us to let you know about [topic]" to make the purpose evident.
Test iteratively: Start with basic prompts, get approval, then refine based on performance
Follow formatting rules: Avoid newlines, tabs, or more than 4 consecutive spaces, which can lead to automatic rejection
Follow merge tag best practices: Merge tags can be used in WhatsApp prompts just like any other Endear message. Learn more about merge tags here.
Avoid placing merge tags at the beginning or end of messages
Avoid placing placeholders next to each other ({{1}} {{2}})
Include at least one word between each placeholder
Monitor approval status
Check your prompt status regularly through Endear. Prompts can have these statuses:
Approved: Ready for use with customers
In review: Under review and pending Meta/WhatsApp approval
Draft: Prompts that have not been submitted yet for approval
Rejected: Cannot be used; review rejection reason, duplicate and resubmit with corrections
What to do if your prompt is rejected
If Meta/WhatsApp rejects your prompt, take the following steps:
Review the specific rejection reason provided
Duplicate the prompt and update the necessary fields to address the rejection. Refer to this article on common rejection reasons. Note: In this article, prompts are referred as templates.
3. Resubmit your updated prompt for approval.
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