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Creating Message Templates

Creating Message Templates

To ensure compliance with policies, your Message Templates will undergo a review process. Once approved, your business will have its own designated name where the Message Templates will reside.

When creating a Message Template, please make sure to include the following:

  1. Message Template name: Provide a descriptive name for your Message Template.
  2. Translated Message Template in the correct format: Ensure that the Message Template is correctly formatted and includes appropriate translations if necessary.

Creating a welcome message where the Message Template name is welcome and the message is

"Welcome {{name}}. We look forward to serving you."

Creating an order confirmation message where the Message Template name is order_confirmation and the message is

"Your order {{name}} for a total of {{amount}} is confirmed. The expected delivery is {{date}}."

Content Template Validations

  • Two or more spaces are not supposed to use between 2 words, before word or after word.
  • All special characters (found on keyboard) are allowed, except < and > symbols.
  • Variable format is {{var}} which can have a defined name.
  • Or variable can be inserted by clicking the radio button (insert variable) above text box.
  • Trans/Service category messages should have variable mandatorily.
  • Promo category can have complete fixed content or with variable part.
  • There is no limitation in number of variable per message.
  • Values like amount, date, a/c no, merchant names, OTP, codes, URL, customer names, card type, etc. needs to be - replaced with variables.

Any message which contains OTP and requires to complete a banking transaction initiated by bank customer will only be considered as transactional. This is applicable to all banks (National/Scheduled/Private/Govt. and even MNC’s).

  • OTP message required for completing a net-banking transaction.
  • OTP message required for completing credit/debit card transactions at a merchant location.

Any message arising out of customers actions or his existing relationship with the enterprise, that is not promotional will be considered as Service-Implicit message.

  • Confirmation messages of a Net-banking and credit/debit card transactions.
  • Product purchase confirmation, delivery status, etc. from e-commerce websites.
  • Customer making payments through Payment Wallet over e-commerce website / mobile app and an OTP is sent to complete - the transaction.
  • OTP’s required for e-commerce website, app login’s, social media apps, authentication/verification links, securities - trading, Demat account operations, KYC, e-wallet registration, etc.
  • Messages from TSP/ISP.
  • Periodic balance info, bill generation, bill dispatch, due date reminders, recharge confirmation (DTH, cable, - prepaid electricity recharge, etc).
  • Delivery notifications, updates, and periodic upgrades.
  • Messages from retail stores related to the bill, warranty.
  • Messages from schools-attendance/transport alerts.
  • Messages from hospitals/clinics/pharmacies/radiologists/pathologists about registration, appointment, discharge, - reports.
  • Confirmatory messages from app-based services.
  • Govt/DOT/TRAI mandated messages.
  • Service updates from car workshops, repair shops, gadgets service centers.
  • Directory services like Justdial, yellow pages.
  • Day-end/month-end settlement alerts to securities/Demat account holders.

These messages necessitate explicit consent from the customer, which has been directly verified from the recipient in a reliable and verifiable manner. The consent is recorded by the consent registrar. These messages do not fall into the category of service-implicit messages.

Note: Additionally, the customer consent template needs to be linked to content templates in the service explicit category.

Messages to the existing customers recommending or promoting their other products or services.

  • Choose short name to a template which is relevant. This helps in choosing right consent template while creating - content templates in promotional or service explicit categories.
  • Brand name should be relevant to details mentioned in scope of content.
  • Scope of content should be relevant to mentioned brand & intent of the consent to be mentioned.
  • If entity wants to provide opt-out information, that needs to be provided completely. E.g “To opt-out, send SMS as STOP to 1234567890”
  • Not to use generic names for templates like “template1; template2, etc.”
  • Not to mention invalid or irrelevant names under brand. This will be treated as invalid template.
  • Not to enter actual message sent to customer, no shot message like “consent; sms to customers; etc.”
  • No variable to be used in scope of consent, as variable applicable to content templates only.
  • Multiple consents not required by entity unless it is required by enterprise, like example mentioned explaining brand name field.

Any message that aims to promote or sell a product, goods, or service, including messages that contain a mixture of service and promotional content, will be categorized as promotional. These messages will only be sent to customers after undergoing the preference and consent scrubbing process.

Note: Additionally, customer consent template needs to be linked to content templates in service explicit category.

Do’s for Content Template

  • Use promotional category for communications intended to send from numerical sender id only.
  • Transactional category to be used by banking enterprises only & for OTP messages during fund transfer; online - payment; merchant txn only.
  • Service – explicit category needs to link consent template as well, without which the template gets rejected
  • Choose a relevant/recognizable name for templates
  • Use message type as “TEXT” for all general messages & “Unicode” for regional messages.
  • Variable {{date}}, {{amount}} or any variable name insertion to be required against values like date, amount, a/c no, OTP, names, etc.
  • Always use notepad or notepad ++ to create template, to avoid additional spaces and invalid characters
  • Min fixed char required in templates is 6 char (applicable in pure OTP messages only)
  • Linking of consent templates for content template categories “promotional” & “service – explicit” is optional (not mandatory)

Don’ts for Content Template

  • Not linking consent templates for content template categories “promotional” & “service – explicit”. Same content - template against multiple headers.
  • Header selection against irrelevant templates.
  • Selecting “Transactional” category by non-banking enterprises.
  • No or invalid variable format in templates.
  • Using double spaces in templates (this can be pre-checked by verifying the template on notepad++ before template - submission).
  • Templates with less than 6 char or variable insertion alone as a template.
  • Do not use external fonts or characters other than those appear on keyboard.
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