Using WhatsApp in Gnatta

This article will help you get started using WhatsApp with Gnatta. You’ll learn about Account Templates, how to edit them, and set a workflow up for an autoresponder.


WhatsApp in Gnatta allows for inbound and outbound messaging. You’re also able to include attachments and set autoresponders. 

WhatsApp works in a similar way to Facebook. One of the main differences is that only pre-approved template messages can be sent to the customer if the last inbound message was over 24 hours ago. 

You can apply up to 2 templates against each WhatsApp number you have but you won’t be able to use these until WhatsApp approves their content.

WhatsApp Media Account Templates

Given that you have loaded any WhatApp media account, you should see the media account overview shows the WhatsApp branded colours. You should see the WhatsApp logo as the channel icon in the overview.

Once you have loaded a WhatsApp media account that is awaiting approval, you should see a banner displayed on a media account saying Pending Approval with an appropriate icon (only whilst awaiting approval; the account will be manually updated). You should see a template header below the available streams. You should see an add button and you should see a list of available templates. 

To add a template, select the Add button. You should see a new segment open named Templates

You’ll have a name text input field (100 Character Limit) and a body field (500 Character Limit). You will be able to save once values have been added to both fields. Once you click save, you will see the template appear on the list in the media account.

🗝️ Once the WhatsApp media account has been approved and enabled, you should not see the add button. 


If you select the template from the list, you should be able to see the name and body field, but you should not be able to edit them. Once two templates have been added, you should no longer see the Add button as you have reached the maximum number of templates allowed. Deleting a template should remove it from the list.

WhatsApp Template UI

As a user, once you have loaded an interaction (the last inbound echo must be over 24 hours ago), you should see the template UI looks very similar to the content. You should see a header of each template, the name of the template in bold, and a preview of the template body. 


🗝️ You may notice that there is a new WhatsApp Advisor Banner UI. This is to alert the advisor to the fact that the last inbound echo is over 24 hours old. The banner says “It has been too long since the customer replied, please use a template message.” You will also see that the reply box has been replaced with the template UI and you should not see the option to apply content. 

WhatsApp Editing/Adding A Template

When you select a template, you should be able to edit the text of the message ahead of sending a new message. There will be a new icon to replace the content icon in the UI. 


After selecting the template icon in the footer, you should see that it takes you back to the template UI. If you hover over the template icon, you should also see a popover display as templates.

When you go back to the template UI after inserting a template into the reply box and you select another template, you should see that the one just selected replaces the text in the reply box.

WhatsApp Autoresponder

If a Workflow Admin sets up a workflow to send an autoresponse, the workflow should execute correctly if the last inbound echo was less than 24 hours ago and the workflow has been triggered.

If the last inbound message was more than 24 hours ago, and the workflow is triggered:

  • As a workflow admin, you should see the workflow has errored;
  • As an advisor, you should not see the message in the conversation;
  • The customer will not receive the auto response. 

🗝️ If you’d like to activate WhatsApp for your customer service team, talk to your Account Manager or get in touch today.

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