Similar to the Send message node, they can be sent outside the 24hr window and can use CTA buttons (which let you track customer actions with the help of UTM parameters).
Typie’s tip: If your flow includes a long delay of 24hr + (e.g. post-purchase flows), the first message after this delay needs to be an Update template.
There are 2 ways to configure an update template in Journeys:
Creating an update from scratch
From the canvas, select Send update
Select Create Template:
3. When creating an update template, you can add the following elements:
Text (header, body, footer)
Emoji
External variables – when using an external trigger such as Klaviyo, Shop system trigger
Custom variables – which are predefined in charles’ Settings > Custom properties
Media
Photo, video, documents
CTA button - send trackable links to your customers
Discount code button - let your customers copy the discount code to the clipboard
Quick reply buttons (QRB) - up to 3 reply buttons can be used
From the settings, the customer response can be stored as a contact property (email) or an existing custom property
Lists - maximum of 10 items
💡 Check out Message template formats for correct image dimensions, file sizes and more…
4. Once you’ve created the template, send it to WhatsApp for approval by clicking Send:
5. Another side panel will open. Edit the name of the template (to help you find it again) and select a template category:
Marketing: messages for sales, offers or promotion.
Utility: post-purchase messages or for opt-in, order management, and account updates.
Authentication: one-time passwords for your customers to authenticate a transaction or login
6. Select Submit to WhatsApp
✋ The total approval time can take up to 10-15 minutes, even though it might appear approved on the canvas within 1 minute.
See the example below of how to create an update template containing text, image, and CTA button.
Once the update template has been created, you must submit it to WhatsApp. If not, you won’t be able to publish the flow.
Importing an update from Studio
To import a template from Studio;
From the canvas, select Send update
Select Import Template Content
3. A window will open. Search for your template name or select from the dropdown
4. Import the template contents with the + icon:
5. Submit the template to WhatsApp as above
In order for this template to work, it needs to be submitted to WhatsApp for approval (even if it has been previously approved in Studio).