How to Configure a Template for WhatsApp Surveys

To send WhatsApp surveys using Zonka Feedback, you need to configure a registered WhatsApp template in Infobip. Templates allow you to personalize your survey messages by mapping placeholders like customer names, URLs, or other details. These templates are essential for delivering messages through the WhatsApp public API.

Types of WhatsApp Templates

Zonka Feedback supports

Text-based Template Without Button: A plain text message without interactive elements.
Text-based Template With Button: A message that includes a clickable button for easy access to surveys.

Note: For button-based templates, ensure the survey domain matches your Zonka Feedback region

US Region: us1.zonka.co/{{1}}
EU Region: e.zonka.co/{{1}}

To use WhatsApp templates with Zonka Feedback, the templates can also be configured in your connected Infobip account.

For detailed instructions on configuring templates in Infobip, learn more here.

Steps to Map Placeholders in Templates

Mapping placeholders ensures dynamic information like customer name, order ID, or survey URL is inserted into the template.

Follow these steps to map placeholders in your WhatsApp template:

Select the survey you wish to send > Go to the Distribute > SMS & WhatsApp tab.
Click on Configure Template to start the configuration process.
Choose the survey language.
Select a WhatsApp Template from the list of available templates, choose the one you want to use, and then review the placeholders in the template to understand the required data fields (e.g., {{1}}, {{2}}).
If you’d like to make this the default template, enable the "Set as Default Template" option. This ensures that if a template is not specified when sending WhatsApp messages, the default template will be used automatically.
Map each placeholder in the template to the corresponding data field.
- Example (for zf_demo_healthcare_opd)
  - {{1}} → Contact Name
  - {{2}} → Hospital Name
  - {{3}} → Date
  - {{4}} → Survey URL
- Important: Ensure one placeholder is mapped to the {{URL}} attribute to include the survey link.
Once all placeholders are mapped, click Update to finalize the configuration.
To support multiple languages, click on the "Add Language" button at the bottom of the screen. This allows you to add and configure separate templates for each language, ensuring your messages are tailored and effective for diverse audiences.

Adding Templates for Multiple Languages

To support multiple languages in your WhatsApp messages

Click on the "Add Language" button at the bottom of the configuration screen.
Add templates for each language you wish to support.
Configure placeholders for each template as required.

Saving and Sending the Survey

After configuring and mapping placeholders

Click Save to finalize the template.
Test the template to verify placeholder mappings.
Proceed to distribute the survey to your WhatsApp contacts.

Example Walkthrough: Hospital Feedback Survey

Template

Your Feedback Matters

Dear {{1}}, Thank you for visiting {{2}} OPD on {{3}}. We hope you had a comfortable experience. We value your feedback to improve our services. Please take a moment to share your thoughts. Tap the link below to provide feedback: {{4}}

Mapping

{{1}} → John Doe (Patient Name)
{{2}} → City Care Hospital (Hospital Name)
{{3}} → October 10, 2024 (Visit Date)
{{4}} → https://us1.zonka.co/xxxxxx(Survey URL)

Message Sent