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Template Mapping ​

What is Template Mapping? ​

Template Mapping allows you to automatically send WhatsApp messages when certain events occur in your CRM system. For example, you can send a welcome message when a new contact is created, or notify your team when a deal is won.

Think of it as connecting your CRM events (like "Deal Won" or "Contact Created") to pre-configured WhatsApp message templates, so messages are sent automatically without any manual work.

Why Use Template Mapping? ​

✅ Save Time - Automate repetitive WhatsApp messages
✅ Stay Connected - Never miss important customer touchpoints
✅ Personalize Messages - Use dynamic data from your CRM in messages
✅ Be Consistent - Ensure every customer receives the same professional messages

Viewing Your Template Mappings ​

When you navigate to the Template Mapping section, you'll see a table listing all your configured mappings. The table displays:

  • Name - A friendly name you gave to this mapping
  • Event Types - Which CRM events trigger this message (shown as badges)
  • Template - Which WhatsApp template is used
  • Status - Whether the mapping is active or inactive

Empty State ​

If you haven't created any mappings yet, you'll see a helpful message with a button to create your first mapping.

IMPORTANT: Contact Requirement

For WhatsApp messages to be sent, a contact must be associated with the event.

For Company, Deal, Activity, Document, Note, and Call events:

  • You must have a contact linked to that record
  • Without a contact association, no WhatsApp message will be sent
  • Example: If you create a Deal but don’t link it to any Contact, the “Deal Created” event will not trigger a WhatsApp message

How to ensure messages are sent:

  • Always add/link contacts to Companies, Deals, Activities, Documents, Notes, and Calls
  • Verify that contact phone numbers are valid before expecting WhatsApp messages
  • Use contact relationship fields when creating or editing records

Contact Events work differently — they trigger directly since the contact itself is the subject.

Creating a Template Mapping ​

Click the "Create Mapping" button to start creating a new mapping. You'll work through two simple tabs:

Tab 1: Basic Info ​

This is where you configure the core settings for your mapping.

1. Name (Required) ​

Give your mapping a descriptive name so you can easily identify it later.

Example: "New Deal Notification" or "Welcome Message for New Contacts"

Tip: Use clear names that describe what the mapping does.

2. Event Types (Required) ​

Select one or more events that will trigger this WhatsApp message.

Available Events:

  • Contact Events:

    • Contact Created
    • Contact Updated
    • Contact Deleted

  • Company Events:

    • Company Created
    • Company Updated
    • Company Deleted

  • Deal Events:

    • Deal Created
    • Deal Updated
    • Deal Deleted
    • Deal Stage Changed
    • Deal Won
    • Deal Lost

  • Activity Events:

    • Activity Created
    • Activity Updated
    • Activity Deleted

  • Document Events:

    • Document Created
    • Document Updated
    • Document Deleted

  • Note Events:

    • Note Created
    • Note Updated
    • Note Deleted

  • Call Events:

    • Call Created
    • Call Updated
    • Call Deleted
    • Missed Incoming Call

You can select multiple events - The same template will be sent for any selected event.

Example: Select both "Deal Won" and "Deal Stage Changed" to send notifications for multiple scenarios.

📱 IMPORTANT: Phone Number Priority

When a contact has multiple phone numbers, the system uses the following priority to decide which number receives the WhatsApp message:

Priority Order:

  1. Mobile (Highest Priority)

    • If any Mobile numbers exist, the first Mobile number is used

  2. Work (Second Priority)

    • Used only if no Mobile numbers exist
    • The first Work number is selected

  3. Other (Lowest Priority)

    • Used only if no Mobile or Work numbers exist
    • The first Other number is selected

Examples:

  • Contact has: 2 Mobile, 1 Work
    WhatsApp sent to: First Mobile number

  • Contact has: 0 Mobile, 3 Work, 1 Other
    WhatsApp sent to: First Work number

  • Contact has: 0 Mobile, 0 Work, 2 Other
    WhatsApp sent to: First Other number

Best Practices:

  • Save the primary WhatsApp number as Mobile
  • Order phone numbers by importance when adding multiples
  • Ensure at least one valid phone number exists for every contact

3. WhatsApp Template (Required) ​

Choose which WhatsApp message template to use for this mapping.

What you'll see:

  • A dropdown list of all your available WhatsApp templates
  • Template names as they appear in your WhatsApp Business account

If no templates appear: This means you need to sync your WhatsApp templates first. Contact your administrator or check the template sync settings.

4. Active Status ​

Use the toggle switch to activate or deactivate this mapping.

  • ON (Active) - Messages will be sent when events occur
  • OFF (Inactive) - Events will be ignored, no messages sent

Tip: Keep mappings inactive while testing or editing them. Activate only when you're ready to send live messages.

Tab 2: Variables & Files ​

After selecting a template, click "Next" to configure variables and upload files. This tab customizes your message content.

What you'll see depends on your template:

File Upload (if your template includes media) ​

Some WhatsApp templates include images, videos, documents, or audio files. If your template has media, you'll see a file upload area.

Supported File Types:

  • Images: JPG, JPEG, PNG

    • Maximum size: 5 MB

  • Videos: MP4, 3GP

    • Maximum size: 16 MB

  • Documents: PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX

    • Maximum size: 100 MB

  • Audio: MP3, OGG, AAC, AMR

    • Maximum size: 16 MB

How to upload:

  1. Click the upload area or drag and drop your file
  2. The system validates file type and size automatically
  3. A preview appears (for images) or filename confirmation (for documents)

To replace a file: Simply upload a new file - it will replace the previous one.

To remove a file: Click the remove/clear button next to the file preview.

Message Variables (Dynamic Content) ​

WhatsApp templates often include variables (placeholders) that get replaced with real data from your CRM.

What are variables?
Variables are marked with double curly braces like 1, 2, etc. in your WhatsApp template. They allow you to insert personalized information into messages.

Example:
Template text: Hello 1, your deal 2 has been won!

When sent, it becomes: Hello John Smith, your deal Website Redesign has been won!

Filling in Variables ​

You'll see input fields for each variable in your template, organized by section:

Header Variables (if template has a text header)

  • Usually 1 variable for the header section

Body Variables (main message content)

  • Can have multiple variables (1, 2, 3, etc.)

Footer Variables (if template has a footer)

  • Additional variables for footer text

Using Merge Fields (Smart Variables) ​

Instead of typing static text, you can insert merge fields - dynamic data from your CRM that updates automatically.

How to use merge fields:

  1. Click inside any variable input field
  2. Type the @ symbol
  3. A dropdown menu appears with available merge fields
  4. Select the field you want to insert

Available Merge Fields depend on the event type you selected:

For Contact Events:

  • @contact.first_name
  • @contact.last_name
  • @contact.email
  • @contact.phone
  • @contact.company_name
  • And more...

For Deal Events:

  • @deal.name
  • @deal.amount
  • @deal.stage
  • @deal.expected_close_date
  • @deal.owner.name
  • And more...

For Activity Events:

  • @activity.title
  • @activity.type
  • @activity.due_date
  • @activity.assigned_to
  • And more...

Example Usage:

For a "Deal Won" notification:

  • Header Variable: @deal.owner.name
  • Body Variable 1: @deal.name
  • Body Variable 2: @deal.amount

The message will automatically pull the real deal owner, deal name, and amount when sent.

Live Preview ​

As you fill in variables and upload files, the preview panel on the right side shows how your WhatsApp message will look!

The preview includes:

  • WhatsApp chat background (light or dark mode)
  • Media preview (images, videos, document links)
  • Message text with variables replaced by sample data
  • Message buttons (if your template has buttons)

Tip: Use the preview to verify your message looks professional before saving.

At the bottom of the form:

On Tab 1 (Basic Info):

  • Cancel - Discard changes and return to the listing page
  • Next - Move to Tab 2 (Variables & Files)

On Tab 2 (Variables & Files):

  • Previous - Go back to Tab 1
  • Save - Create the mapping (only enabled when all required fields are filled)

Managing Existing Mappings ​

Viewing the Mappings Table ​

Your mappings appear in a sortable, filterable table with these features:

Filtering ​

Use the view filters to show:

  • All Configurations - Every mapping
  • Active - Only active mappings
  • Inactive - Only inactive mappings

Sorting ​

Click any column header to sort by:

  • Name (alphabetically)
  • Event types
  • Creation date
  • Status

Searching ​

Use the search box to quickly find mappings by name.

Editing a Mapping ​

  1. Find the mapping in the table
  2. Click the Edit action (pencil icon) in the Actions column
  3. Make your changes in the form (same as creating)
  4. Click Save to update

Note: When editing, you can keep the existing file or upload a new one. You don't need to re-upload if you're just changing variables.

Deleting a Mapping ​

  1. Find the mapping in the table
  2. Click the Delete action (trash icon) in the Actions column
  3. Confirm the deletion in the popup dialog
  4. The mapping is permanently removed

Warning: Once deleted, the mapping cannot be recovered. Events will no longer trigger WhatsApp messages for this configuration.

Activating/Deactivating Mappings ​

You can quickly enable or disable mappings without editing them:

  1. Select one or more mappings (check the boxes)
  2. Use the bulk actions dropdown:
    • Mark as Active - Enable selected mappings
    • Mark as Inactive - Disable selected mappings

Or edit individual mappings and toggle the Active switch.

Understanding Event Type Badges ​

In the table, event types appear as colored badges:

  • Blue badges - Individual event types
  • Gray "+X more" badge - Indicates additional hidden events

Hover over the "+X more" badge to see all event types in a tooltip.

Example: If a mapping has 5 event types, you'll see:

  • Deal Won (blue badge)
  • Deal Lost (blue badge)
  • +3 more (gray badge) - Hover to see the other 3

Tips for Success ​

✅ Best Practices ​

  • Check that the contact has at least one phone number (Mobile, Work, or Other type)

  1. Wrong Phone Number Priority

    • WhatsApp is being sent to an incorrect/inactive number
    • Solution: Check the phone number type priority (Mobile > Work > Other)
    • Ensure the first Mobile number is the correct WhatsApp number
    • Reorder phone numbers if needed to prioritize the active WhatsApp number

  2. Mapping is Inactive

    • The template mapping is turned off
    • Solution: Check the Active toggle is ON in the mapping settings

  3. Use merge fields wisely - Always use dynamic merge fields instead of hardcoded names or values

  4. Check preview - Always verify the preview before saving to catch formatting issues

  5. Keep mappings organized - Don't create duplicate mappings for the same events

  6. Monitor file sizes - Large video/document files may take time to send, use appropriately

⚠️ Common Mistakes to Avoid ​

  • Missing required fields - The Save button won't work until all required fields are filled
  • Wrong file types - Match your file type to what the template expects (image vs document)
  • Empty variables - Don't leave variable fields blank if they're required
  • Testing with active mappings - Always deactivate before testing to avoid sending messages to real customers

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