To configure this feature:

1. Ensure Configuring WhatsApp Business Messaging in Vault CRM is complete.
2. Ensure Using Message Templates When Sharing Web Links is configured.

When creating a message template in Meta, ensure Default is selected on the setup screen. Only Default Meta message templates are supported in Vault CRM.

When selecting the language for a message template, the language must match one of the following languages supported in Vault CRM:

For example, when creating a message template in English, you must select English (US).

Business admins can data load Meta and Veeva message templates in Vault CRM as Message Template (message_template__v) records using the Vault Loader.

Veeva message templates can also be created in PromoMats/MedComms and synced to Vault CRM. See Using Message Templates When Sharing Web Links for more information.

Data Loading Meta Message Templates

Business admin users must only data load approved Meta message templates to maintain compliance with Meta’s regulations. Each record for an approved Meta message template includes the following information in Vault CRM:

• Message Template Name (must match the name of the message template created in Meta)
• Message Template Type - WhatsApp Message Template
• Template Type – Utility or Marketing
• Message Template Status – Staged, Approved, or Expired

Business admin users must manually expire Meta message templates that are no longer approved by Meta.

• WhatsApp Body Text – The message text, including placeholders
• WhatsApp Body Placeholder – The fields referenced by the placeholders in the WhatsApp Body Text field using the format {{ObjectAPIName.FieldAPIName}}. Placeholder values can reference the following:
• Fields on the Account, User, and User Detail objects
• The Subscribe Keyword and Unsubscribe Keyword fields from the Consent Type object. Used in message templates sent to HCPs to confirm consent. See Defining Subscribe and Unsubscribe Keywords for more information.
• Category:
• Conversation Starter – Used to start a conversation
• Restart Conversation – Used to restart a conversation if it ended in the last 24 hours
• Close Conversation – Used to end a conversation
• Custom category – Custom categories to assign to message templates

Optional fields include:

• WhatsApp Header Placeholder – Text formatted as a JSON object defining the values for the placeholders in the WhatsApp Header Text field
• WhatsApp Header Text – The header text, including any placeholders
• WhatsApp Header Type – Value must be Text
• WhatsApp Footer Text – The footer text. Placeholders are not supported.
• WhatsApp Button Placeholder – Text formatted as a JSON object defining the values for the placeholders in the WhatsApp Button Text field
• WhatsApp Button Text – The text for the button, including any placeholders
• WhatsApp Button Type – Call to Action - Visit Website (cta_visit_website__v) or Call to Action - Call Phone Number (cta_call_phone_number__v)
• WhatsApp Button Value – The website to visit or phone number to call

Business admins can define up to three buttons in a message template, including up to two Visit Website buttons and one Call Phone Number button.

Only Visit Website and Call Phone Number buttons are supported. Other types of buttons, including Custom, Copy Offer Code, and Call on WhatsApp, are not supported.

The following table illustrates how a message template is defined and displayed:

Data Loading Veeva Message Templates

When data loading Veeva message templates in Vault CRM, include the following information in each Message Template record:

• Message Template Name
• Message Template Type
• The value must be WhatsApp Message Template
• Message Template Text
• Message Template Status
• Language
• Category (optional)

After data loading Meta message templates into Vault CRM, business admins must associate them with the appropriate WhatsApp Business Account. This ensures each Meta message template is only available for the appropriate WhatsApp Business Accounts and end users. To associate a Meta message template with a specific WhatsApp Business Account:

1. Navigate to Business Admin > Objects > Message Template Business Accounts.
2. Create a Message Template Business Account (message_template_business_account__v) record with the WhatsApp (whatsapp__v) object type.
3. Populate the following fields:
   • Message Template – References the appropriate Message Template record for a Meta message template
   • Messaging Business Account – References the Messaging Business Account record for the appropriate WhatsApp Business Account
4. Select Save.

Business admin users can define Meta message templates for messages sent to HCPs automatically when specific actions occur, including the following:

• The end user ends a conversation
• The end user captures opt-in consent from the HCP
• The end user captures opt-out consent from the HCP
• The end user receives a message with content that cannot be displayed

To determine when each automated message is sent:

1. Navigate to Business Admin > Objects > Multichannel Routing.
2. Created a Multichannel Routing (multichannel_route__v) record with the Messaging (messaging__v) object type.
3. Populate the following fields:
   • Event – The action that triggers the automated message. Available values are:
   • conversation_ended__v
   • opt_in_confirmation__v
   • opt_out_confirmation__v
   • Country – Auto-populated from the Consent Type record, if applicable. If the country is not populated on the Consent Type record, this field is populated with the user's country.
   • Language – Auto-populated from the Consent Type record, if applicable. If the language is not populated on the Consent Type record, this field is populated with the user's language.
   • Message Template – References the Meta message template sent for the corresponding event
4. Select Save.

Automated consent confirmation messages must include the subscribe and unsubscribe keywords for HCPs to quickly opt in to or opt out of messaging. See Capturing Consent for Messaging for more information.