WhatsApp Template Configuration & Messaging Panel Tutorial

Complete Guide | Automated + Manual Messaging | Customer Conversations

WhatsApp communication plays a vital role in business operations by enabling automated notifications and real-time customer engagement. The Back Office system provides two powerful modules for this purpose:

  1. WhatsApp Template Configuration – to create automated message templates
  2. WhatsApp Messaging Panel – to view and send live chats with customers

This tutorial explains both sections in detail.

PART 1: WhatsApp Template Configuration

Automated WhatsApp Notifications for Orders, Shipping & Customer Events

The WhatsApp Template section allows creating structured message templates that are automatically triggered for selected events such as order creation, shipping updates, OTP verification, and more.

Step 1: Navigating to Template Creation

From the left navigation panel:

O2VEND Back office → Inbox → Configuration → Create Template

A dropdown allows selecting the channel type:

  • Email
  • SMS
  • WhatsApp
  • Printer
  • Coupon Print

Selecting WhatsApp opens the WhatsApp Template screen.

Step 2: Template Configuration Fields

Message Name

A unique internal name for identifying the template (example: shipment_update).

Type

Indicates the nature of the message, such as:

  • Utility
  • Marketing
  • OTP
  • Information

Event

Defines which system event will trigger the message. Examples:

  • PartialShippingCreatedToCustomer
  • OrderCreatedToCustomer
  • DeliveredToCustomer

Text Language

Language in which WhatsApp message content is written.
Example: English_US

Goal

Purpose of the message:

  • Information
  • Alert
  • Notification

Object

The primary module related to the template. Example: Order

Is Enabled

Turns the template ON or OFF.

Channel Groups

Selects which customer groups or branches can use this template.

Step 3: Header, Body & Properties

Optional message header. Can be:

  • None
  • Text
  • Media

Body Content

This is the main WhatsApp message sent to the customer.

Example:

Dear {{1}}, to track the order {{2}},  
please click here: {{3}}

Properties / Model Values

Dynamic placeholders automatically filled during message sending.

Common variables:

  • <customerName>
  • <orderNumber>
  • <trackingURL>

These placeholders map to:

  • Property1 → {{1}}
  • Property2 → {{2}}
  • Property3 → {{3}}

Step 4: Footer & Buttons

Short text displayed at the bottom of the message.

Buttons

Interactive WhatsApp buttons for:

  • Quick Replies
  • URL Actions

Step 5: Save the Template

Selecting Save activates the template and enables automated messages for the selected event.

PART 2: WhatsApp Messaging Panel

Live Chat Support & Real-Time Customer Communication

After template configuration, the WhatsApp Messaging Panel becomes the central hub for viewing and sending messages to customers.

This panel merges automated message history and manual live chat into one unified communication window.

WhatsApp Messaging Panel

The messaging interface consists of three primary areas:

1️. Contact List Panel (Left Section)

  • Displays customers or suppliers enabled for WhatsApp communication.
  • A search bar helps quickly find a contact.
  • Icons indicate individual or group conversations.

Purpose:
Fast access to active or past conversations.

2️. Conversation Window (Center Section)

This area displays the entire WhatsApp chat history.

Features

  • Shows system-generated messages (triggered by templates).
  • Shows messages received from customers.
  • Allows typing replies in the message box below.
  • Includes a Send button for instant delivery.

Supported Actions

  • Sending text messages
  • Sending product links
  • Sending tracking details
  • Attaching files (if supported by the platform)

3️. Customer Information Panel (Right Section)

Displays comprehensive customer details:

  • Name
  • Mobile Number
  • Address
  • Email ID
  • Total Purchase Value
  • Last Purchased Date
  • Total Orders
  • Cancelled Orders
  • Last Order Number
  • Loyalty Points

Purpose:
Helps in providing context-aware responses and personalized service.

Quick Action Buttons (Bottom Right)

Share Products

Send product details directly to customer chat.

View Orders

Displays complete order history.

Share Catalog

Allows sending the full product catalog instantly.

How Template Messages Integrate with the Chat Window

Once a WhatsApp template is enabled:

  • Automated messages are triggered instantly (order confirmation, shipping updates, OTP, invoices, etc.).
  • These messages appear inside the same chat window along with manual replies.
  • Both automated and live responses remain in a single conversation thread for convenience.

Benefits of the WhatsApp Messaging System

  • Centralized customer communication
  • Real-time chat + automated notifications
  • Complete history in one place
  • Customer profile visibility while chatting
  • Faster resolution and improved support quality
  • Supports product sharing and catalog sharing inside chat
  • Reduces manual effort and increases response accuracy