On the Qontak Omnichannel, there is a 24 Hours HSM Template feature which is in the Broadcast menu section. This feature allows you to edit and create message reply templates that will be received by customers or message recipients. Here are the steps for using this feature.
- Enter the Broadcast Menu and select HSM Template .
- Then click "+ Add HSM Template" .
- To create a new template, you must fill in the fields provided. If it is filled, then click "Continue" to go to the next process.
- Make sure the Template name does not use capital letters and spaces.
- To learn more about the template category on Choose Category, click this guidebook.
- Then, click "Submit" if the data you entered is correct.
No. Name of Button/Column Description 1 Languages The language you have selected will appear here and you can change it here. 2 Enter the text for your message Enter the HSM template message here. 3 Bold Click on the beginning and end of the sentence to make the text bold. 4 Italics Click on the beginning and end of the sentence to make the text italic. 5 Strikethrough Click on the beginning and end of the sentence to make the text strikethrough. 6 Whatsapp Message Template Guideline Click on the blue text to open Whatsapp's official guidelines regarding message templates.
- A notification pop-up will appear if the data you submitted is correct.
If the data you enter is incorrect or has not been filled in, the system will automatically display a notification in a column such as "field is required" .
If the message "The conversation has been expired" appears in the chat room and does not display the HSM Template. You can do the following:
- You can update your Qontak Chat application. Please go to the Play Store or App Store and click "Update".
- If you are still experiencing the same problem, you can reinstall the Qontak Chat application through the Play Store or App Store.
- If you have done both of the above and are still experiencing the same problems, please contact the Qontak WhatsApp Hotline and attach data such as the device's specifications and screenshots of the problems you are experiencing.
This is a guide on how to set up the 24 Hours HSM Template on Qontak Omnichannel. Furthermore, you can study the WhatsApp Blast Message Category on the Broadcast Menu here.