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Using Templates vs. Message Blocks in Journeys
Using Templates vs. Message Blocks in Journeys
Updated over 5 months ago

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:

  1. Customer Inactivity: Use a template if the customer has not interacted in the last 24 hours and you need to re-engage them.

  2. Chat Window Closed: If the chat window is closed and you want the user to interact with your platform (BIK), use a template.

  3. 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:

  1. Active Conversations: When the customer has interacted within the last 24 hours.

  2. Standard Messages: For any message that does not need to re-engage or start a conversation after inactivity.

  3. 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.


For further assistance or to raise feature requests related to Using Templates vs. Message Blocks in Journeys, please contact [email protected]

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