Managing Message Templates in Vault CRM

Business admin users must data load message templates into Vault CRM for end users to sync to their devices. There are two types of message templates available for WhatsApp Business Messaging:

  • Meta message templates – Message templates approved by Meta and used to start or restart conversations with HCPs. Ensure these message templates are created in the appropriate WhatsApp Business Accounts and approved by Meta. See Create Message Templates for Your WhatsApp Business Account in Meta's documentation and Requirements for Meta-Approved Message Templates below for more information.
  • Veeva message templates – Custom message templates end users can send during the rolling 24-hour customer service window. These can be managed in Vault CRM or PromoMats/MedComms.

With the 25R2.0 release, business admin users can set up WhatsApp Business Accounts and message templates, but end users cannot send and receive messages. End user functionality for WhatsApp Business Messaging will be available in 25R2.2.

Who can use this feature?

  • Browser Users
  • Users do not require an additional license
  • Business Admin Users

Configuring Message Templates for

Requirements for Meta Message Templates for

Data Loading Message Templates as

Associating Message Templates with WhatsApp Business Accounts as

Considerations

End users can select message templates when sending web links for CLM content during the 24-hour customer service window, which are different from Meta-approved message templates. See Using Message Templates When Sharing Web Links for more information.