HSM Templates

How to create HSM templates in Glific and use them in communication? 4 Minutes Read

Create an HSM template and Submit for WhatsApp approval

1. Login in Glific and click on the Template menu from left panel

2. Click on + Create HSM Template button from templates page.

3. Add A New HSM Template page opens up.

4. Fill in the following details in the form.
   1. Is Active the check box is by default checked. Keep it checked.
   2. Language - Select the language from the dropdown you want in your HSM template message.
   3. Title - Enter the name you want for your HSM Template as it would appear in Glific (It should be what use case does this template serves eg. OTP, Optin, Activity Preference).
   4. Message - Type the message you want to send to users in this HSM template. You can use Variables and interactive actions in your message. Follow the syntax below in your message. Variable format - {{1}} Button format - [Button text, Value] (where value can be URL or phone number)
   5. Sample message - Replace the variables in the message content with actual values to show a complete message.
   6. Category - Select the most relevant category from the dropdown. Ex. Utility, Authentication & Marketing etc… (for more info please follow : https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines)
   7. Element Name - The name of a template that is unique for a WABAs namespace. Ex. support, backend ops, marketing, etc…

Use attachments in your HSM templates

The below fields are optional. it needs to be filled only if an attachment is required to send in the HSM template. otherwise, it needs to be blank.

Note:- The attachment URL is the sample URL, the exact attachment URL you can share in the flow while configuring the HSM template in the flow.

1. `Attachment Type` - Select the attachment type if you wish to send an attachment in your HSM template message Ex. Image, Audio, Video, etc...
2. `Attachment URL`- Paste the attachment URL ( public URL) from the GCS bucket. Refer [How to upload files on GCS?](https://glific.github.io/docs/docs/Integrations/How%20to%20upload%20files%20on%20GCS/) to copy public URL from GCS

Notice a simulator available in the form, as you will fill in the details of the HSM template, it will start previewing the message, to get an idea, how the message will look like when the contact will receive it.

5. Click on Submit For Approval button to send HSM template for approval.

6. Generally it takes a maximum of 48 hours to get approval from WhatsApp. Once you get your message approved. You can send it to your contacts.

Verify the status of your message turned Approved from Templates page

Send the HSM template to contacts

7. Go to Chat window and from the message box click on the Templates

tab. You will see the message in the list of approved template messages.

Select the message and send it to your contact.

Multi-lingual HSM templates

Glific has added a support to apply for a template with same label . When the templates are approved, they will automatically do the translations.

Example

1. Create a template in English and get it approved.
2. Create a template in another language like - Hindi. Use the same label.
3. Now when adding the template in flow, you can add English template in default language flow. if contact selects other language (Hindi), then the Hindi version of HSM will be send to the contact. It chooses the language specific HSM automatically on selection of language.

English

Hindi

Buttons in HSM

You can use Add Button option to use buttons in HSM templates.

Note:- Phone numbers without country code (for example Exotel numbers) will be added in HSM as an Call to actions option. As a workaround, you can add these numbers in the body of the message.

Bulk Apply HSM templates

Multiple templates can also be applied by using Bulk Apply HSM templates using Google sheet

1. Open this Google Sheet

2. Click on File and then Make a copy to create a copy of sheet

3. Fill in details for templates in rows. Here's what each column represent in the sheet

   1. Language: Select the language from the dropdown you want in your HSM template message. Title: Enter the name you want for your HSM Template as it would appear in Glific (It should be what use case does this template serves eg. OTP, Optin, Activity Preference).
   2. Message: Type the message you want to send to users in this HSM template. You can use Variables and interactive actions in your message. Follow the syntax below in your message.
      1. Variable format - {{1}}
      2. Button format - [Button text, Value] (where value can be URL or phone number)
   3. Sample Message: Replace the variables in the message content with actual values to show a complete message.
   4. Element Name: The name of a template that is unique for a WABAs namespace.
   5. Category: The category of HSM template. Values can be either TRANSACTIONAL, MARKETING or OTP.
   6. Attachment Type: The Attachment type of template can be either image, video or document
   7. Attachment URL: The Attachment URL should be public URL of a file that follows these facebook guidelines
   8. Has Buttons: If the template has buttons change value from dropdown to TRUE else FALSE
   9. Button Type: Button Type can be either CALL_TO_ACTION or QUICK_REPLY
   10. CTA Button 1 Type: When button type is CALL_TO_ACTION this can be either Phone Number or URL
   11. CTA Button 1 Title: Text that would appear in button e.g. Call us here
   12. CTA Button 1 Value: Value of button e.g. Phone number
   13. CTA Button 2 Type: When button type is CALL_TO_ACTION this can be either Phone Number or URL
   14. CTA Button 2 Title: Text that would appear in button e.g. Visit us here
   15. CTA Button 2 Value: Value of button e.g. https://glific.org/
   16. Quick Reply 1 Title: Add Text that would appear on first button when button type is QUICK_REPLY
   17. Quick Reply 2 Title: Add Text that would appear on second button when button type is QUICK_REPLY
   18. Quick Reply 3 Title: Add Text that would appear on third button when button type is QUICK_REPLY

4. Click on File -> Download -> Comma Separated Values(.csv) to download sheet in csv format

5. Go to Templates screen, click on BULK APPLY and choose the downloaded csv file.

6. Templates will be applied and will create a new CSV file with the status of each template.

HSM templates limit

By default, there is a limit of 250 HSM templates per phone number. If incase more HSM templates are required, then you need to submit a request to WhatsApp to increase the limit.

Suggestions to get the HSM template approved

1. Avoid doing - Hi, here are the activities for today. We hope you complete them by the end of the day and submit them.
2. Instead do - Hi @nameofperson, following are the activities we have assigned for you and we hope you can complete them and submit them by the end of the day. Thank you.
3. Keeping the messages personal and interactive with an old beneficiary helps in the approval of the HSM template.
4. GCS attachments link should be public and working for the beneficiary to access it.
5. Use absolute URL in HSM text. Short URLs don't work and the template got rejected with an error message "Invalid format"
6. Emojis are not allowed in HSM buttons. If you add emojis the template will be rejected.
7. GIFs are not allowed in HSM attachments. If you add Gifs as an attachment, it will be rejected.

Import the HSM visible in Gupshup, but not in Glific

1. Click on the templates link from the left navigation.
2. At the bottom of the page, click on Get HSM Updates

How to check the reason for HSM rejection.

1 . Log in to Gupshup (https://www.gupshup.io/).

2 . Click on the setting Icon of your app.

3 . Click on manage templates button .

4 . Scroll down to the template you want to check. on the right top corner, check the section Rejected by WhatsApp.

If there are further any queries about the template getting rejected. Please check the below link to know some of the possible reasons why the HSM template must have gotten rejected.

https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/

Note - The HSM templates need to be in one language. Do not mix the languages in one template (Ex. words of both English and Hindi language should not be in one HSM template).

Video

https://www.youtube.com/embed/K_d3kYzg_Ec?showinfo=0