WhatsApp campaigns on WebEngage are sent through WhatsApp Service Providers (WSPs) of your choice. While you will use WebEngage to create the WhatsApp campaign, the actual delivery of the message happens through a service provider like Infobip, Kaleyra, Gupshup, Nexmo, ACL, Message Bird etc. This is similar to how Email and SMS campaigns on WebEngage are sent through ESPs and SSPs.

At the moment, WebEngage only provides ready-to-use integration with Infobip WSP. Integrations with the other WSPs will be added on WebEngage very soon.

In order to use WhatsApp as a channel in WebEngage, please note the following:

  1. You need to have a WhatsApp business account approved by Facebook (WSPs can help with this)

  2. You also need to get your WhatsApp templates approved by Facebook (WSPs can help with this)

  3. Once the two things above are completed, you can then configure the WSP and WhatsApp templates in WebEngage as per the steps below.

  4. By default, all your existing users (if any) in WebEngage that have a phone number will be marked as not reachable on WhatsApp. Your users need to explicitly opt in to receive WhatsApp messages from you. Facebook is strict about how users get opted in to receive WhatsApp messages from a business. If a business is found to be violating Facebook's user opt-in policies then there is a chance that they might suspend your WhatsApp business account. Please read Facebook's documentation for more details. In order to mark the users as reachable on WhatsApp - please set the WhatsApp opt in flag as true in your SDK integration (Website, Android, iOS), REST API or CSV Uploads. Lastly, please ensure that you capture the country code that the user is in, in addition to the phone number. If country code doesn’t exist, then WhatsApp will try sending the message to the user by appending the country code of the business’s phone number.

  5. Once the steps above are completed, you can start using WhatsApp as a channel of engagement in WebEngage.

Configuring WSP and WhatsApp Templates in WebEngage

You can add and configure a WSP to your project by clicking on Integration > Channels menu on the top-right and then navigating to the WhatsApp section.

In the WhatsApp section, if you haven't added any WSP, you will see a button that you can click to add and configure a WSP to your project. To add Infobip WSP, please refer to this section of our documentation. If you have already added WSPs to your project, your dashboard will look similar to the screenshot below.

Once you've added a WSP, you also have to add your WhatsApp templates (that have been approved by Facebook) in WebEngage. As you can see in the screenshot above, you can click the Add WhatsApp Template button to add a template. Once you click on this button, please enter the following details of your template: Template Name, Template Text and Template Namespace. You can get these details of your templates from your WSP or from your WhatsApp account in your Facebook business dashboard. Please speak with your WSP Account Manager if you're unable to find these details in your WSP dashboard or the Facebook business dashboard.

Once you've added the templates, your Channels > WhatsApp section will look as follows:

You're now ready to use WhatsApp as a channel of engagement in WebEngage.

So, what's next?

In the following sub-sections, we will go through the details of how you can configure and add the various WSPs available on WebEngage to your project. Please note that at the moment, only Infobip is available as a WSP on WebEngage.



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