On Template Delivered

Learn how to use the On Template Delivered trigger in Bot Studio to automatically reply when a customer clicks a button on your template, and how to run one bot across multiple WhatsApp numbers.

Sometimes you send a WhatsApp template with buttons, such as "Interested" and "Not interested," and then reply to each customer by hand. The On Template Delivered trigger does this for you. When a customer clicks a button on your template, your bot starts automatically and sends the right reply. This article explains how to set it up, even if you have never built a bot before, and how to use one bot for all your WhatsApp numbers.

What's covered

What is the On Template Delivered trigger

A trigger is the event that starts a bot. With On Template Delivered, the event is a customer clicking a button on a template you sent.

For example, you send a template that asks "Are you interested in this offer?" with two buttons, "I am interested" and "No more." If the customer clicks "No more," the bot replies "Thank you for confirming." If the customer clicks "I am interested," the bot sends a second template with pricing and booking details. You do not have to reply to anyone yourself.

This works well for sales follow-ups, appointment confirmations, and lead qualification, anywhere you want customers to answer with a simple click like Yes/No or Confirm/Cancel.

Only templates with quick reply buttons can be used here. Quick reply buttons are the buttons that let a customer answer with one tap.

How to set it up in Bot Studio

Create a WhatsApp template with quick reply buttons, for example "I am interested," "No more," or "Contact me later."
Open Bot Studio in DoubleTick and create a new bot.
In the triggers list, select On Template Delivered.
Click Select template and choose the template you want to use.
Link each button to an action. Click the dot under a button, drag it to an action block such as Send Message or Send Template, and add the reply for that button.
Click Save.
Turn on the toggle to activate the bot, and give it a name so you can find it later.

Your bot is now live. Whenever a customer clicks one of the buttons, the reply for that button is sent automatically.

Use one bot for multiple WhatsApp numbers (New)

If your business has more than one WhatsApp number, you no longer need to build a separate bot for each one. The same bot can now work across all the numbers where your template is available.

When you click Select template, each template shows the number of numbers (channels) it is approved on, for example "Approved on 32 of 53 channels."
Hover over a template to see its status on each number, such as Approved, Pending, or Not created.
After you choose a template that is not approved everywhere, a pop-up appears. It says something like "This bot will work on only 33 of 53 channels." This means the bot will run only on the numbers where the template is approved, and it will not run on the others.
Click Continue to go ahead with those numbers. Or click Manage templates to create the template on the missing numbers first, so the bot can cover more of them.
Once you continue, the trigger shows how many numbers the bot covers, for example Bot for 33 Channels.

Bots you built earlier with the old On Template Delivered block are not affected. They keep working exactly as before, and only new bots use the multi-channel version.

What the template statuses mean

When you hover over a template, you see one of these statuses for each number.

Approved: The template is ready on this number, and the bot will work here. You do not need to do anything.
Pending: META is still reviewing the template on this number. Wait for the review to finish, then it will work.
Not created: You have not made this template on this number yet. Click Manage templates to create it.

Key takeaways

On Template Delivered starts a bot automatically when a customer clicks a button on your template.
You can reply differently to each button, so every customer gets the right follow-up.
One bot can now work across multiple WhatsApp numbers, so you do not need a separate bot for each.
The bot runs only on the numbers where your template is approved.
Old bots keep working as before, and new bots use the multi-channel version.
Only templates with quick reply buttons can be used with this trigger.

Frequently asked questions

What does "trigger" mean?

A trigger is the event that starts your bot. For On Template Delivered, the event is a customer clicking a button on a template you sent.

Do I need a separate bot for each WhatsApp number?

No. One bot can work across multiple numbers. It runs on the numbers where your selected template is approved.

How do I know where my template is approved?

Click Select template in the trigger. Each template shows how many numbers it is approved on. Hover over it to see the status on each number.

What if my template is not approved on some numbers?

The bot will run only on the numbers where the template is approved. To cover more numbers, click Manage templates and create the template on the missing ones.

Will my old bots stop working?

No. Bots you built earlier with the old On Template Delivered block keep working exactly as before. New bots use the multi-channel version.

Does this trigger work with any template?

No. Only templates with quick reply buttons can be used with this trigger.

Can I send a different reply for each button?

Yes. Link each button to its own action, such as sending a different message or template.

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