Templates Permissions: How to Assign and Use
Template permissions allow team members to view or manage SMS and WhatsApp message templates within Mercuri CX. These templates are used for automated or manual communication with customers, ensuring consistent and approved messaging.
Steps to Assign Template Permission:
Navigate to Settings from the left sidebar.
Click on Teams.
Select Add User or choose an existing user to configure permissions.
Click on Configure Permissions.
In the permissions window, go to the Common Permissions tab.
Locate the Template section.
Under Templates, select the appropriate access type.
Types of Template Permissions
1. View Templates
This permission allows users to:
Access and view all pre-approved message templates for SMS and WhatsApp channels.
Check the content and approval status of templates before using them in campaigns or conversations.
Use Case: If a marketing associate needs to select from approved templates while creating campaigns but doesn’t need to modify them, assign the View Templates permission.
2. Manage Templates
This permission allows users to:
Create, edit, or delete message templates for SMS and WhatsApp channels.
Submit new templates for approval (WhatsApp) and update existing ones as needed.
Use Case: If a communication or marketing team member is responsible for maintaining or updating the content of templates, assign the Manage Templates permission.
Note
Separate permissions are available for SMS and WhatsApp templates. Grant access based on which communication channel the user manages.
Under WhatsApp, there may be multiple connected numbers. Each number will have its own set of permissions for viewing and managing templates, allowing granular control over access across different WhatsApp business accounts.
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