Required Messaging Template Information
When creating a messaging template, the following information must be configured:
Template Name:
The name used to describe and identify the messaging template.
Template Language:
Defines whether the message template will be written in English or Arabic.
Message:
The actual content of the message that will be sent to customers through WhatsApp. This message is created using a mix of: free text and dynamic variables.
What Are Variables?
Variables are dynamic order or delivery details selected to formulate the message content, which automatically change from one order or driver to another (ex: order number, customer name, customer phone number, etc.).
The available variables include:
Order Number: The order number generated by FleetRunnr.
Order Reference: The order's reference ID, typically synced from another external system.
Merchant Name: The merchant's name. This is mainly relevant when delivering on behalf of merchants.
Customer Name: The name of the customer receiving the message.
Customer Phone Number: The phone number of the customer receiving the message.
Driver Name: The name of the driver contacting the customer.
Carrier Name: The name of the company handling the delivery process.
ETA (in minutes): The estimated time of arrival to the customer's location in minutes.
COD Amount: The amount that the driver will collect from the customer upon delivery.
Tracking Link: The tracking link used by the customer to track the driver before arrival.
Messaging Template Example (Using Free Text + Variables)
Hello {{customer_name}}, this is {{driver_name}} from {{carrier_name}}.
I am contacting you regarding your order {{order_number}} / {{order_reference}} from {{merchant_name}}.
My estimated time of arrival is {{eta}} minutes, and the collection amount upon delivery is {{cod_amount}}.
If this is your correct phone number ({{customer_phone_number}}), kindly share your location pin once again if needed.
You can also track the delivery through the following link:
{{tracking_link}}
Thank you.
Important Note
The decision of which variables to use depends entirely on the message you would like to communicate to the customer.
Therefore, there is no strict or correct answer regarding which variables should or should not be used within a template.
The best practice is to place the selected variables logically within the free text message so the final message remains clear, professional, and easy for customers to understand.
How to Create a Messaging Template
Messaging templates can be created directly from the workspace's settings page by configuring the template details, language, and message content.
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