Overview

Sending Templates in Echo enables efficient communication within the Echo-WhatsApp live chat platform for both in-session and out-of-session leads.

• Quick Template Selection: Easily search, preview, and send templates during live chat.

• Categorized Templates: Organized into utility, service, and marketing for relevance.

• Efficient Query Resolution: Use canned templates for repetitive in-session inquiries.

• Enhanced Engagement: Send pre-approved templates to out-of-session leads to encourage interaction.

• Real-Time Updates: Modifications in communication templates instantly reflect in the chat system.

This ensures seamless communication management, improving response times and engagement.

Plan & Permissions

• Ensure that Echo is enabled as an add-on for your account.

• You must have the necessary user permissions to access Echo.

• Echo must be configured for your account.

• Canned templates should be added in the Communication Templates section.

• Marketing and utility templates should be approved and categorized correctly.

• Sufficient marketing, service, and utility credits must be available to send templates.

Step-by-Step Guide to Send Templates in Echo

Accessing Templates in Echo

Option 1: Using the "+" Icon

1. Open Echo from the main navigation.

2. Click on the + icon in the chat window.

3. Select Templates from the available options.

Option 2: Using the Slash ("/") Command

1. Open Echo from the main navigation.

2. In the chat text box, type "/".

3. A list of available templates will appear for selection.

Sending Templates

1. Choose the required template from the list.

2. Preview the template to ensure accuracy.

3. Click Send to deliver the message to the lead.

Points to Keep in Mind

• Canned templates can only be sent to in-session leads.

• Marketing and utility templates can be used to engage out-of-session leads.

• Any changes made to templates in the Communication Templates section are instantly reflected in Echo.

• Ensure that your template categories (utility, service, or marketing) are correctly assigned for proper usage.

Conclusion

By utilizing templates in Echo, you can streamline communication, enhance response efficiency, and maintain consistency across interactions. This feature helps in resolving queries faster, engaging out-of-session leads effectively, and ensuring real-time updates in communication templates. Implementing this structured approach improves overall lead management, fostering better engagement and a seamless chat experience.