Templates and tags
Use templates and tags to improve agent efficiency, ensure consistent communication, and categorize conversations for better workflow management. Templates help agents reply faster to common questions, while tags allow you to organize conversations by topics, intents, or business logic.
Templates
Templates are predefined replies that agents can use to quickly respond to common questions. They help reduce the effort required to handle repetitive queries.
There are two types of templates:
- User-defined templates
- WhatsApp pre-registered templates, which require an approval process
Use the following API methods to manage templates:
Tags
Tags can be assigned to any conversation to categorize it by topic, intent, priority, or workflow stage.
You can create tags manually using the Create tag (opens in a new tab) method, or automatically through journey automation when a conversation is transferred to agents.
Additionally, you can use Get tags (opens in a new tab) to retrieve a paginated and filterable list of tags, and Delete tags (opens in a new tab) to remove them when needed.
Common use cases include:
- Grouping similar cases
- Marking VIP customers
- Routing conversations
- Flagging conversations for review or training
Duplicated tags
If you attempt to create a tag that already exists, the system returns:
"STATUSCODE": "ERROR",
"MESSAGE": "TAG ALREADY EXISTS"