Using Templates vs. Message Blocks in Journeys
A template is a pre-defined structure for sending consistent messages to multiple recipients, like welcome messages. A message block is a customisable component used in chatbots to create dynamic interactions based on user inputs. Use templates for standardised communication and message blocks for personalised interactions.
When to Use a Template
Templates are pre-approved messages that can be sent under specific conditions:
Customer Inactivity: Use a template if the customer has not interacted in the last 24 hours and you need to re-engage them.
Chat Window Closed: If the chat window is closed and you want the user to interact with your platform (BIK), use a template.
Event Triggers: For event triggers that starts a conversation, only template blocks can be used.
Key Points:
Templates can include buttons for interactive responses.
Templates are useful for re-engagement and initiating conversations after a period of inactivity.
When to Use a Message Block
Message blocks can be used for most other situations where templates are not required:
Active Conversations: When the customer has interacted within the last 24 hours.
Standard Messages: For any message that does not need to re-engage or start a conversation after inactivity.
In-Journey Messaging: For messages that are part of an ongoing journey where the chat window is open and active.
Key Points:
Message blocks are flexible and suitable for various scenarios.
Use message blocks for continuous, real-time conversations.
FAQs
1) How do event triggers work with templates?
Event triggers can automatically send templates to customers based on specific actions or conditions, such as when a customer abandons a cart. This automated approach ensures timely and relevant communication with customers.
2) What happens if I use a message block instead of a template for events?
If you use a message block instead of templates for event triggers, an error message will be displayed in Journey Builder when saving the flow.
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