📚 Message Library

The Message Library is where you build and store the templates used for your automated messages and newsletters. This guide will show you how to navigate the library, create new WhatsApp or Email messages, and edit existing templates.

1. Access the Message Library

To start managing your templates, navigate to the left-hand menu. Under the "Operational" section, click on Message library. This will open a dashboard showing all your existing message templates.

Once you open the section, you will see two main tabs at the top of the screen that divide the library:

• WhatsApp: To manage your instant messaging templates.
• Email: To manage your email communication templates.

2. Navigate and Filter Your Messages

The dashboard provides several ways to organize and find your templates:

• Use the search bar to look up a message by its name.
• Use the two dropdown menus at the top to filter the list:
  • Category: Filter by message purpose (e.g., Marketing, Utility).
  • Status: Filter by the current state of the message (e.g., Pending, Draft, Rejected, Approved).
• Click the pencil icon (Edit) on the far right of any row to open and modify that specific message.

3. Create a New Message Template

To build a brand new message from scratch:

1. Click the New message button in the top right corner of the dashboard.
2. Select the type of message you want to create: WhatsApp or Email.

For a WhatsApp Message:

• Enter a recognizable Message name in the top left.
• Select the Category (e.g., Marketing).
• In the central "Message content" area, use the Body text box to write your main message. You can use the formatting tools or insert dynamic variables (like the guest's name or property name) using the curly braces icon { }.
• Optional: You can also add a Footer or interactive Buttons.
• To manage translations, click the Translations tab at the top left. Select your languages and use the Auto translate button.
• When finished, click Save draft or Request approval in the top right corner.

Note: WhatsApp templates require approval from Meta before they can be used in active campaigns. 
 

What to Avoid (Rejection Triggers): Meta strictly reviews templates. To prevent your automated messages from being rejected, strictly avoid the following:
❌ Aggressive promotional or "salesy" marketing language (e.g., "Unmissable Offer!" or "Buy Now!").
❌ Grammatical errors or spelling mistakes.
❌ Messages that are overly generic or lack purpose (e.g., "Hello, how are you?").
❌ Shortened URLs (Avoid using services like Bitly or TinyURL).
❌ Sensitive, controversial, or deceptive content (e.g., politics, health, etc.).
❌ Messaging users who have not explicitly given their consent to be contacted.

Best Practices & Real-World Example: For optimal results, always maintain a professional, courteous tone. Ensure your text is specific to the guest's current journey phase, and try to include your company name at least once. Always test your dynamic placeholders to guarantee the sentence still makes grammatical sense when a real name or date is injected.

For an Email Message:

• Enter a recognizable Message name in the top left.
• Add an Email subject line.
• Use the Elements menu on the left side to drag and drop different content blocks (like Images, Headings, Paragraphs, Buttons, or a Footer) onto your email canvas.
• You can preview how the email will look on different devices by clicking the Desktop or Mobile buttons above the canvas.
• To manage translations, click the Translations tab at the top left. Select your languages and use the Auto translate button.
• When finished, click Save draft or Save in the top right corner.