Icetrak Message and WhatsApp Template Flow

This document is designed to show the process flow that Icetrak follows to ensure any message can be sent at any time during a WhatsApp Conversation.

Consultants do not need to worry about WhatsApp templates as Icetrak takes care of ensuring a message is wrapped correctly depending on the “service window” status of a recipient.

N.B. A WhatsApp “service window” begins when a candidate sends a WhatsApp message to your WhatsApp Business number. i.e. An inbound message to you or your business.

A “service window” lasts for 24 hours and during this period it is possible for a consultant within your business to send any outgoing message to the candidate. i.e. The recipient will receive exactly what the consultant entered.

If the recipient is not in a “service window” (i.e. They haven’t sent you any messages in the previous 24 hours) any message sent by a consultant must be wrapped in the system default template or reverse engineered in to one of the customers defined WhatsApp templates.

WhatsApp allows the customer to define their own templates for messages that can be sent outside of a “service window”.

When Icetrak receives a message from a consultant we will scan the list of templates defined on the customers WhatsApp account to see if we can find a match. If we find a match we’ll send the message as a template.

The consultant doesn’t need to worry about templates as Icetrak will search for any matching WhatsApp templates.

If a template match can’t be found and the recipient is NOT in a “service window” the message needs to be wrapped in the customers default template.

Consultants just type a free format message and press send.