Universal Template Manager

  • Updated on Apr 11, 2025
  • Published on Jan 30, 2025
  • 8 minute(s) read
  • TL
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Overview

Universal Template Manager offers a unique solution for templates with multiple formats used in different channels. The universal template manager follows a philosophy “One Content Many Channels” and is designed to incorporate a single message structure for all channels including RCS, WhatsApp, and Truecaller.

Key Features

  • Centralized Template Repository

    • Provides a unified interface to create, store, and manage templates for all communication channels.

    • Ensures that all templates are easily accessible and organized.

  • Multi-Channel Support

    • Supports templates for SMS, WhatsApp, RCS, Truecaller, and other messaging platforms.

    • Allows businesses to create templates once and adapt them for multiple channels.

  • Compliance Management

    • Ensures templates adhere to regulatory requirements for each platform (e.g., WhatsApp Business Policy, telecom regulations).

    • Simplifies template approval processes, especially for platforms requiring pre-approval (like WhatsApp).

  • Dynamic Content Support

    • Enables the use of placeholders or variables for personalized messaging (e.g., {{name}}, {{order_id}}).

    • Enhances customer engagement by tailoring messages dynamically.

  • Approval Workflow

    • Integrates workflows for stakeholders to submit, review, and approve templates.

    • Reduces delays and ensures templates are always compliant and ready to use.

Create a Universal Template

The enterprise and aggregator admins can create universal templates for all channels and send messages seamlessly.

Required Permissions

  • Admin/Super Admin

To create a universal template,

  1. Login to the Wisely account with your valid credentials.

  2. Navigate to Templates from the left menu.

  3. Click Add Template at the top right corner.

  4. Click the Universal Template from the drop-down menu.
    The Add Template form opens.

  5. Complete the following steps.

Step 1: Template Details

Enter the following details and click Next.

Field

Description

Template Name

Name of a template that you want to display. The name should contain only alphanumeric characters and underscores (_). No other characters or whitespace are allowed.

Description (Optional)

Detailed description of a template.

Category

A messaging category that the template belongs to.

  • Promotional

  • OTP

  • Transactional

Use case (Optional)

The template to be used for the following use cases:

Language

A language to be used in a template.

  • Arabic

  • English

  • French

  • Hindi

  • Spanish

Step 2: Content & Structure

  1. (Optional) Turn on the toggle next to the header to enable the header content of a template. Add the following elements to the template.

    1. Text: A simple text with variables. A maximum of 60 characters are allowed.

    2. Media includes image, video, and document: Upload the media via the two options below.

      1. Select Channel wise: Allows you to upload media files manually for a specific channel at a later stage.

      2. Digital Asset Manager: Allows you to search media files by ID and use them which are preset across channels.

  2. In the body field, enter your message content and add variables if required.

  3. (Optional) Turn on the toggle next to the footer to enable the footer content of a template. Add a text in the footer field. A maximum of 60 characters are allowed.

  4. (Optional) Turn on the toggle next to the buttons to enable the end users to take action like CTA or quick reply to a message. Add the following buttons to the template for quick actions.

    1. Quick Reply (Custom) button

      • Provides customers with predefined responses they can send with a single tap.

      • contain a maximum of 25 characters.

    2. CTA – Phone Number button

      • Allows customers to call a specified business phone number directly from the chat.

      • Only one call button is allowed per template.

      • The phone number can contain a maximum of 20 characters and must be in the international format starting with a plus sign (+).

    3. CTA – Visit Website

      • Let customers open a specified URL in their web browser.

      • You can add up to two URL buttons per template.

      • The URL types are: static and dynamic. The static URL looks like: www.https://flipkart.com and the dynamic URL looks like: www.https://flipkart.com/{{}}.

      • The text for each URL button can contain a maximum of 25 characters, while the URL itself can be up to 2,000 characters long.

    Note

    Overall, only 3 buttons are allowed per template.

  5. (Optional) Turn on the toggle next to the Opt-Out to stop the promotion and click Next.

Step 3: Select Channels

  1. Turn on the toggle button next to the channel you prefer to enable the template. These channels are listed as follows:

    1. SMS: add one or more Sender IDs from the dropdown menu.

    2. RCS: add the operator and respective Sender IDs from the dropdown menu.

    3. WhatsApp: add a WABA profile from the dropdown menu.

    4. Truecaller: add a Business profile from the dropdown menu.

  2. Click Next.

Step 4: Validate Information

  1. Validate the content structure and the channels assigned to a template.

  2. Click Next.

Step 5: Preview & Create

  1. Preview the template which is assigned to multiple channels.

  2. Click Edit under each channel if any changes are required to the template.

  3. Click Submit.

Once you submit the template for approval, the template is listed on the All Templates listing page. If the template approval workflow is assigned for the template you created, it goes to the approvers at a single or multiple levels. The status is flagged as “Approval Pending”. See more on Template Status.

After the approvers at multiple levels approve the template, it goes to the telcos’ internal approvals.

Required Permissions

  • Admin/Super Admin

To create a universal template,

  1. Login to the Aggregator account with your valid credentials.

  2. Navigate to Templates from the left menu.

  3. Click Add Template at the top right corner.

  4. Click the Universal Template from the drop-down menu.
    The create template window opens.

  5. Select the Enterprise you want to add a template to.

  6. Complete the following steps.

Step 1: Template Details

  • Enter the following details and click Next.

Field

Description

Template Name

Name of a template that you want to display. The name should contain only alphanumeric characters and underscores (_). No other characters or whitespace are allowed.

Description (Optional)

Detailed description of a template.

Category

A messaging category that the template belongs to.

  • Promotional

  • OTP

  • Transactional

Use case (Optional)

The template to be used for the following use cases:

Language

A language to be used in a template.

  • Arabic

  • English

  • French

  • Hindi

  • Spanish

Step 2: Content & Structure

  1. (Optional) Turn on the toggle next to the header to enable the header content of a template. Add the following elements to the template.

    1. Text: A simple text with variables. A maximum of 60 characters are allowed.

    2. Media includes image, video, and document: Upload the media via the two options below.

      1. Select Channel wise: Allows you to upload media files manually for a specific channel at a later stage.

      2. Digital Asset Manager: Allows you to search media files by ID and use them which are preset across channels.

  2. In the body field, enter your message content and add variables if required.

  3. (Optional) Turn on the toggle next to the footer to enable the footer content of a template. Add a text in the footer field. A maximum of 60 characters are allowed.

  4. (Optional) Turn on the toggle next to the buttons to enable the end users to take action like CTA or quick reply to a message. Add the following buttons to the template for quick actions.

    1. Quick Reply (Custom) button

      • Provides customers with predefined responses they can send with a single tap.

      • It can contain a maximum of 25 characters.

    2. CTA – Phone Number button

      • Allows customers to call a specified business phone number directly from the chat.

      • Only one call button is allowed per template.

      • The phone number can contain a maximum of 20 characters and must be in the international format starting with a plus sign (+).

    3. CTA – Visit Website

      • Lets customers open a specified URL in their web browser.

      • You can add up to two URL buttons per template.

      • The URL types are: static and dynamic. The static URL looks like: www.https://flipkart.com and the dynamic URL looks like: www.https://flipkart.com/{{}}.

      • The text for each URL button can contain a maximum of 25 characters, while the URL itself can be up to 2,000 characters long.

    Note

    Overall, only 3 buttons are allowed per template.

  5. (Optional) Turn on the toggle next to the Opt-Out to stop the promotion and click Next.

Step 3: Select Channels

  1. Turn on the toggle button next to the channel you prefer to enable the template. These channels are listed as follows:

    1. SMS: add one or more Sender IDs from the dropdown menu.

    2. RCS: add the operator and respective Sender IDs from the dropdown menu.

    3. WhatsApp: add a WABA profile from the dropdown menu.

    4. Truecaller: add a Business profile from the dropdown menu.

  2. Click Next.

Step 4: Validate Information

  1. Validate the content structure and the channels assigned to a template.

  2. Click Next.

Step 5: Preview & Create

  1. Preview the template which is assigned to multiple channels.

  2. Click Edit under each channel if any changes are required to the template.

  3. Click Submit.
    The template will be submitted for approval and listed under the universal template tab.

Once you submit the template for approval, the template is listed on the All Templates listing page. If the template approval workflow is assigned for the template you created, it goes to the approvers at a single or multiple levels. The status is flagged as “Approval Pending”. See more on Template Status.

After the approvers at multiple levels approve the template, it goes to the telcos’ internal approvals.

View a Universal Template

To view the universal template details,

  1. Login to the Wisely account with your valid credentials.

  2. Navigate to Templates from the left menu.

    A list of templates appears.

  3. Switch to the Universal Templates tab.

  4. Click the eye icon () next to the template you want to view.

    The view template page appears.

To view the universal template details,

  1. Login to the Aggregator account with your valid credentials.

  2. Navigate to Templates from the left menu.

    A list of templates appears.

  3. Switch to the Universal Templates tab.

  4. Click the eye icon () next to the template you want to view.

    The view template page appears.

Clone a Universal Template

Cloning allows you to create a copy of an existing template, typically to reuse its structure, formatting, or content while modifying it for a new purpose.

To clone a universal template,

  1. Login to the Wisely account with your valid credentials.

  2. Navigate to Templates from the left menu.

    A list of templates appears.

  3. Switch to the Universal Templates tab.

  4. Click the clone icon () next to the template you want to clone.
    The Add Template form opens, and you can modify the details for a new purpose.

To clone a universal template,

  1. Login to the Aggregator account with your valid credentials.

  2. Navigate to Templates from the left menu.

    A list of templates appears.

  3. Switch to the Universal Templates tab.

  4. Click the clone icon () next to the template you want to clone.
    The Add Template form opens, and you can modify the details for a new purpose.

Usecase for Cloning a Template

Suppose you have a WhatsApp message template for order confirmation:

"Hello {{name}}, your order {{order_id}} has been successfully placed. Expected delivery: {{delivery_date}}."

If you want to create a similar template for shipping updates, you can clone the existing template and modify it to:

"Hello {{name}}, your order {{order_id}} has been shipped. Tracking ID: {{tracking_id}}. Expected delivery: {{delivery_date}}."

This avoids developing the shipping update template from scratch, saving time and effort.