To create a standard WhatsApp template message, select the Message Template option, and perform the following steps:

1. In the Template Info section, provide the template specific details:
   1. In the Template Name field, enter the name of the message template name.
   2. In the Language list, click the language for the template message.
      Note: You must have a different response for each language that the WhatsApp template supports.
2. In the Message section, set the content of the message template.
   1. Click the Add Header list.
   2. Select Text or Image and then perform the following steps:
      • Click Text and in the Header Text field, copy and then paste the header text from the approved WhatsApp template in your WABA, including any variable parameters.
      • Click Image and in the Image Source field, perform these steps:
        • Click Insert from, insert the image from a URL, and then click Save.
        • Click Insert From Asset Library, insert the image from the asset library, and then click Save.
3. In the Body section, copy and paste the body text from the approved WhatsApp template in your WABA, including any variable parameters that includes text formatting.
   Notes:

   • To ensure that the message delivers successfully, the contents of the body text must match exactly with the template approved in your WABA.
   • Your WhatsApp message template can contain up to 20,000 characters.
4. Click Save.
5. Click Add Footer.
6. In the Footer Text section, include the text.
7. In the Buttons section, perform the following steps:
   1. Click the Add Button list.
   2. Select one of the options and perform the corresponding steps:
      • URL: When you select URL, the following fields appear.
        • The Button Type field displays the URL as the value selected.
        • In the Button Label field, enter the name of the button.
        • In the Link URL field, enter either a static URL or a dynamic URL with a variable parameter, as configured and approved in the WhatsApp template in your WABA.
        • Click Save.
      • Phone Number: When you select Phone Number, the following fields appear.
        • The Button Type field displays Phone Number as the value selected.
        • In the Button Label field, enter the name of the button.
        • In the Phone number field, enter the full E-164 phone number with the “+” sign followed by the country code, area code, and number.
        • Click Save.
      • Quick Reply: When you select Quick Reply, the following fields appear.
        • The Button Type field displays Quick Reply as the value selected.
        • In the Button Label field, enter the name of the button.
          Note: WhatsApp automatically adds the Call on WhatsApp button to the outbound message when delivering the canned response to the user. Therefore, if you have created a WhatsApp message template with a Call on WhatsApp type of action button in your WABA, do not configure the Call on WhatsApp button again in your Canned Response.
8. To create another response, enable the Create Another check box. The new response belongs to the same library by default. However, you can select a different library if necessary.
9. Click Save.

In Genesys Cloud, you can create multiple carousel cards with images that users can scroll horizontally.

• Unlike standard templates, Carousel Templates are created and submitted to Meta through Genesys Cloud. Meta approves the template and shares the status back to Genesys Cloud with appropriate reasons.
• Before configuring media carousels, ensure that your organization has a configured WhatsApp integration and you know the exact integration name.

To create a WhatsApp media carousel template with images, select this option, and perform the following steps.

1. In the Template Info section, provide template-specific details:
   1. In the Template Name field, enter the name of the media carousel in lowercase letters with optional underscores. The template name should not contain spaces, capital letters, or special characters.
   2. In the Language list, select the language for the media carousel.
      Note: You must have a different media carousel for each language that WhatsApp supports.
   3. In the Select a WhatsApp Integration list, select the WhatsApp integration suitable for the media carousel.
2. In the Carousel Details section, specify the carousel parameters that are applicable for all the carousel cards:
   1. In the Message Body Text field, enter the message that appears above all carousel cards. This message must be a generic one that introduces the carousel to the customers, for example, Platinum Credit Card with exclusive benefits. Message body that you configure must be a plain text with optional variable substitutions up to 10 variables, for example, {{firstname}}, {{phone1}}, {{156}}. However, make sure that the message body does not contain leading or trailing variable substitutions, as they are not approved by Meta. Click Save. After you save, a preview of the message is automatically shown in the Preview box.
   2. Under Card Body Message, enable the toggle Card Body Message button to display the Card Body Message option on all carousel content configuration sections. This option allows you to configure customized content for each carousel card.
   3. Under Card Buttons, select the number of buttons and the type of buttons to be displayed on all the carousel cards. Each card can contain up to two buttons.
      1. In the Button 1 Type list, select at least one button for each card with a maximum of two buttons per card. You can select buttons of type:
         • URL – Redirects the customer to the actual organization’s microsite to explore more products or services.
         • Phone number – Allows customers to directly call your organization’s phone number.
         • Quick reply – Allows customers to reply to your WhatsApp campaign.
      2. Click Add Button and add more buttons.
      3. In the Button 2 Type list, select one more button to be added to the carousel. On the right side, the added buttons are displayed in the Preview of the media carousel.
      4. To delete the button, click delete .
3. In the Carousel Card Selector section, perform the following steps:
   1. In carousel cards, you need a minimum of two cards. Hence, by default, two card records are shown in the section. Click Add Card to add more cards. You can add up to 10 cards.
   2. Select the card that you want to move up () or move down () in the order of display, or edit.
   3. You can upload new media (image or video) or replace existing media (image or video) for the card carousel as part of the Carousel Card Contents section. The new media (image or video) automatically updates in the preview of the media carousel.
   4. To delete the card, click delete .
4. In the Carousel Card Contents#n section, you can edit the content of the card that you selected in the previous step in the Carousel Card Selector section. All the changes you make in this section are displayed in the preview of the media carousel. To edit a carousel card, perform the following steps:
   1. Upload an image
      1. Click Insert Image. By default, Image is selected in the Change Media Type drop down.
         Note: The section name changes based on the media choice that you selected, by default the section name displays Card Image.
      2. In the Attach Image dialog that appears, insert an image in one of the following ways:
         • Asset Library – Select an existing image from the asset library managed in Canned Responses.
         • Insert from URL – Upload a new image by inserting a valid image URL.
         • Upload New Image – Upload a new image from the local device.
      3. After you upload an image, the Image Source field is updated to display the source location of the uploaded image.
      4. Preview the uploaded image under the Preview section. Click Replace Image if you want to replace it with a different image.
      5. Under Card Image, if you have selected an existing carousel card that already has an image, you can only see Replace Image. The uploaded image must be in the .jpg, .jpeg, or png format and the maximum size is 5 MB.
   2. Upload a video
      1. In the Change Media Type drop down, select Video. By default, Image is selected.
      2. Click Insert Video.
      3. In the Attach Video dialog that appears, insert a video in one of the following ways:
         • Asset Library – Select an existing video from the asset library managed in Canned Responses.
         • Insert from URL – Upload a new video by inserting a valid video URL.
         • Upload New Video – Upload a new video from the local device.
      4. After you upload a video, the Video Source field is updated to display the source location of the uploaded video.
      5. Preview the uploaded video under the Preview section. Click Replace Video if you want to replace it with a different video.
      6. Under Card Video, if you have selected an existing carousel card that already has a video, you can only see Replace Video. The uploaded video must be in the video or .mp4 format and the maximum size is 16 MB.
   3. Under Card Body Message, enter the message that appears specific to the carousel card that you are editing. You can add up to 10 variable substitutions (for example, {{cardLimit}}) as part of the message. When defining variables, ensure that you always provide default values for each variable before saving the template. This field is displayed only when the Card Body Message toggle is enabled in the Carousel Details section.
   4. Under Card Buttons, configure the values for the buttons for the selected carousel card. The card button values vary for each button type:
      • For the URL button type, you must specify the name of the button in the URL Button Label field and enter either a static URL or a dynamic URL with a variable parameter in the Link URL field. You can also use variables in the URL definition, for example, {{summerSale01}}. The URL should be a secured one, that is, it should start with https.
      • For the Phone Number button type, you must specify the name of the button in the Phone Number Button label field and enter the full E-164 phone number with the “+” sign followed by the country code, area code, and number in the Phone number field.
      • For the Quick Reply button type, you must enter the name of the button in the Quick Reply button label field. In the Payload field, enter a value that helps to identify the customer’s carousel selection in which an action is performed.
5. To create another response, enable the Create Another check box. The new response belongs to the same library by default. However, you can select a different library if necessary.
6. Click Save. When you save the response of the media carousel message template, Genesys Cloud validates the template structure and displays the result of validation along with error description in the responses list. Fix the errors and then resubmit for Meta’s approval. Different statuses involved in the template approval are:

   • Accepted – Submitted successfully.

   • Error – Template format is incorrect; fix required before successful submission.

   • Rejected – Rejected by Meta. If the template is rejected by Meta, you must create a new template and submit it to Meta, the existing template cannot be resubmitted.

   • Approved – Ready to use.