WhatsApp Cloud API: Carousel templates

Carousel templates offer several advantages for businesses:

• Enhanced product promotion: Interactive carousels grab attention and make your offerings stand out.
• Efficient multi-product showcase: Highlight multiple products or services in a single template, saving time by avoiding the need for separate templates.

To send carousel templates, you’ll need the following:

• WhatsApp Cloud API integration: Only users with a connected WhatsApp number can send carousel templates. Check out WhatsApp Cloud API: How to connect? for guidance.
• Template approval: As with other WhatsApp templates, carousel templates must be reviewed and approved by WhatsApp before use.

Be mindful of these limitations when using carousel templates:

• Editing limitations: You can preview a carousel template in the feed before sending it, but you cannot edit it there.
• Integration restrictions: If sent via non-WhatsApp integrations, only the message will be delivered—without the carousel.
• Card requirements: Each carousel template must include at least 1 card (maximum of 10). Cards must feature a media header (image or video), body text, and at least one button.
• Button consistency: Buttons are limited to 2 per card and must be of the same type (Quick Reply or URL). All cards must have consistent headers and buttons. Changes to one card will apply to all.

Follow these steps to create a carousel template:

1. Go to Settings → Communication tools. In the Chat templates section, click Add a new template.

1. Set up the template.

a. Enter a Template name.

b. Select WhatsApp as the type and choose Marketing as the category, as carousel messages can only be sent under the Marketing category.

c. Choose Carousel under marketing templates, and set the language.

d. Fill out each card’s media header, body text, and at least one button.

e. Use the + Card button to add more cards.

1. Save your template as a draft for further editing. When ready, submit the template for Meta’s review and approval. This is what the carousel templates would look like once approved:

Carousel templates in Kommo need to follow the same format for all cards to work correctly. Here’s how it works:

• All cards must use the same header format (e.g., image or video). Mixed header types are not allowed.
• All cards must have the same type of buttons—either Quick Reply or URL buttons. Mixed button types are not supported.

Here are some issues to avoid:

1. If no media file or button is added to any card:

a. Changing the header type: Changing the header type in one card will automatically apply to all cards.

b. Adding or deleting a button: Adding or deleting a button in one card will apply the same change across all cards.

1. If a media file is uploaded or a button is added:

a. Changing the header type: A confirmation modal will appear. If confirmed, the header type will change forall cards, but all uploaded media will be deleted.

b. Deleting a button: A confirmation modal will appear. If confirmed, the button will be deleted from all cards.

You can send carousel templates in Kommo through: the Chats feed, Salesbot, or the Kommo app. Here’s how to send:

1. Go to Chats and open a conversation. In the chat box, type “/” and select a template approved by Meta.

1. Preview the carousel and click Send template once you’re ready to send it.

1. Go to Settings → Communication tools → Salesbot and click Create a new bot.

1. Set Message and select your WhatsApp number as the channel. Choose an approved carousel template.

1. You’ll see a preview of the carousel templates. Currently, only the text portion of the template is displayed in the bot, while the carousel itself is shown as a placeholder. However, when sent, the recipients will receive the full carousel with all its components. The ability to preview the entire carousel within the bot is under development.

1. Open Chats and start a conversation.

1. Click the robot icon and select Response templates.

1. Choose an approved carousel template. After that, the template will appear in the chat box as an attachment. Currently, a preview of the carousel is not available, but this feature is under development and will be added in the future.

In the client interface, carousel templates appear as two elements:

• The message bubble
• The carousel cards

• Replying to the message or Quick Reply button: Kommo sees this as a reply to the whole template.

• Replying to a carousel card: Kommo records this as a regular message from the customer.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

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