General Information

Since WhatsApp accounts have different limits on how many templates they can support, we made an update to restrict template pack installation to certain languages.

What happens when someone calls and speaks in a language for which the templates we need to send aren't installed?

We have a process that selects the best available language, which works like this:

1

If the language the person is speaking is installed in the template pack, we use that language.

2

If Option 1 it's not available, we try to use the venue language (we assume it makes the most sense).

3

If Option 2 it's not available, we try to use English (we assume it's the most widely understood language).

4

If Option 3 it's not available, we use any language that is installed in the template pack.

Example: BigMamma restaurant in Paris

1. This restaurant has a template pack that is only installed in French, and the venue language is French.

2. If someone calls in French, Option 1 is met, and the template is sent in French.

3. If someone calls in any other language, Option 1 is not met, and we move to Option 2. Since the venue language is French, and the template pack has French installed, the template is sent in French.

4. Now imagine that a BigMamma restaurant in Germany wants to use the same template pack.

5. This restaurant would be using a template pack that is only installed in French, and the venue language is German.

6. If someone calls in French, Option 1 is met, and the template is sent in French.

7. If someone calls in Spanish, Option 1 is not met, and we move to Option 2. Since the venue language is German, and the template pack does NOT have German installed, we move to Option 3. We try to use English, which is NOT installed, so we move to Option 4. Upon arriving here, we select any of the available languages ​​from the template pack, which in this case is only French, so the template is sent to you in French.