WhatsApp does not allow the sending of free text messages after the 24h customer care window closes: WhatsApp for Business Customer Care Window. After the closure of this window, you will only be able to send Highly Structured Message (HSM) templates. This article explains how to configure the Social25 chat window to surface the correct languages for the item you are working on.
If no existing mappings are found, the chat window will return English US and English UK HSM templates by default. Follow below steps to configure which languages should be returned.
Language mappings
Social25 uses the Template Language Mapping object to store language mappings. You then configure the chat window in such a way that it knows where to look for those languages.
The Template Language Mapping object
The Template Language Mapping object contains two fields that are used to map languages to countries or markets (or anything else defining which language should be available)
Name
Type
Purpose
Template Language Mapping Name
Text(80)
Main identifier of a country or market. You can create a field (or use an existing field) on the object from which you are chatting and fill it with this value. The chat window will then only retrieve HSMs that have a translation in the related languages, defined through the next field, Language Code
Language Code
Picklist (Multi-Select)
Allows you to link multiple languages to a country or market (or anything else defining which language should be available)
Create a mapping
From the App Launcher, go to Template Language Mappings
Click New
Fill in a Template Language Mapping Name. Remember that this should reflect the value in the field on the object from which you are chatting
Select the available languages in the Language Code field
Click Save
Example
Assume you want to create a mapping for Belgium. According to Wikipedia, Belgium has three official languages: French, Dutch and German. Hence, when chatting with people from Belgium, you want to allow your agents to send French, Dutch and German HSM template messages.
Let's assume that your are chatting from Cases, and that your Case object contains a formula field "Country", that is fed from the related account. This field could contain a value like "BE" for example. You would then create the language mapping as follows:
Template Language Mapping Name
BE
Language Code
French
Dutch
German
Configure chat window
Finally, you need to tell the chat window to which field it should look:
Click the scroll wheel in the top right corner of the page on which the chat window is located
Click Edit Page
Click on the Social25 chat window
You will see that the chat window attributes window contains a field called Language Mapping Field Name. Specify the field that contains the language information ("BE" in our previous example)