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How to Set Up and Use Trigger Links in WhatsApp Templates

A Trigger Link in your CRM is a special, trackable link that you can embed within a WhatsApp message template. When a contact clicks this link, either from a button or within the message text, the CRM records the action. This allows you to automatically trigger specific paths in your workflows, enabling you to send targeted follow-ups, update contact information, or apply tags based on the contact's demonstrated interest.

Using Trigger Links in your WhatsApp communication offers several advantages for your marketing and automation efforts:

  • Precise Tracking: Identify exactly which call-to-action a contact interacted with.
  • Automated Follow-up: Instantly branch your workflows to deliver personalized next steps.
  • Simplified Testing: Easily A/B test different button labels or offers to optimize performance.
  • Seamless Integration: The tracking is built directly into the CRM, requiring no additional tools or integrations.

Prerequisites

Before you begin, ensure you have the following set up:

  • An active WhatsApp connection through your CRM subscription, fully onboarded with Meta.
  • Permission to create WhatsApp templates and edit workflows.
  • At least one Trigger Link already created. You can create these in the Marketing section under Trigger Links.
  • A WhatsApp template that is either approved or ready for submission to Meta, with all necessary sample content and variables filled in.

You have two options for placing a Trigger Link in your template:

This option adds a dedicated button to your message. It provides a clear, tappable area for your contact and is generally the most effective for driving engagement.

This option inserts the link directly into the body text of your message. This is useful when you want the link to appear as part of a sentence or paragraph.

Button Limits and Guidelines

To ensure your messages are effective and comply with platform rules, follow these guidelines:

  • You can have a maximum of two buttons in a single message. This includes a combination of Trigger Link buttons and standard quick-reply buttons.
  • Use clear, action-oriented button labels, such as "Schedule Appointment" or "View Catalog."
  • Always provide sample content for any variables when creating your template to facilitate a smooth approval process.

Navigate to Marketing > Trigger Links > Links. Click Add Link. Give the link a descriptive name and enter the destination URL that contacts will be sent to when they click. Click Save.

Step 2: Create or Edit a WhatsApp Template

Go to Settings > WhatsApp > Templates and create a new template or edit an existing one. Fill in the required details like the template name, category, and language. Compose your message body, adding any personalization variables as needed.

Option A: Adding a Trigger Link Button

In the template editor, add a button and set its type to Trigger Link. Select the Trigger Link you created in Step 1 from the dropdown menu. Remember to keep the total number of buttons to two or fewer.

Option B: Adding an Inline Trigger Link

Place your cursor in the body text where you want the link to appear. Click to add a variable and map it to your previously created Trigger Link. Be sure to paste the destination URL as sample content for approval.

Step 4: Submit the Template for Approval

Click Create or Save to submit your template to Meta for approval. Once approved, its status will change to Active.

Step 5: Build a Workflow to Track Clicks

Go to Automation > Workflows and create a new workflow. Set the trigger to Trigger Link Clicked. Add a filter to specify which specific Trigger Link will start the workflow. Publish the workflow to begin tracking clicks and automating your follow-up actions.

Frequently Asked Questions

Do I need an external integration to track clicks?

No. Trigger Link tracking is a native feature within the CRM and does not require any additional integrations.

A button is a standalone, clearly defined element, while an inline link is embedded within the message text. Both will track clicks and trigger workflows.

How many buttons can I have in one message?

You can have up to two buttons in total, including any quick-reply buttons.

Can I send a follow-up message if the contact doesn't reply?

Yes, but you must use an approved template for any outbound message that is not a direct reply to a customer.

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