Kutay Duran
Business Problem:
Sending a WhatsApp template currently requires scrolling through the entire approved-template list every time. For teams with a large library spanning multiple languages and service lines, finding the right template is slow, and there's no way for an agent to mark the ones they use most. Our sales team runs high WhatsApp volume across several languages and service lines, and template selection is one of the biggest time sinks in their daily flow.
Desired Outcome:
Let agents favorite (star) or pin templates so they surface in a dedicated "Favorites" section, or at the top of the template picker. This should be per-agent, since different agents rely on different templates.
Use case:
A sales agent handling a specific language and service line pins their 5-10 go-to templates so they no longer need to scroll the full list on every send.
Impact:
Faster template selection improves first-response time and reduces the risk of sending the wrong template.