WhatsApp launched the Business API allowing brands to reach their customers on the platform they use the most. With 1.5 Billion users that log into the app on average 23 times a day, it's easy to see why brands would be excited to reach their customers on this platform.
Accengage has a tight partnership with Facebook & WhatsApp to ensure their users have a positive experience with brand interactions on the app. Accengage has developed a seamless user experience with the a simple UI paired with implementation and support to guide customers in messaging users on WhatsApp.
WhatsApp Business API limits the use cases for brand reaching out to their customers. Below are some examples of the use cases WhatsApp allows on their platform.
Use cases supported:
- Order confirmations/booking
- Delivery status
- Boarding passes
- Customer care
- Weather alerts
- Post-purchase survey
- Exceptional shop openings / closures
Use cases NOT supported:
- Product or Sale Promotion
- Brand Advertising
This documentation outlines the steps a brand would to follow to leverage WhatsApp Notifications on the Accengage platform. Please reach out to an Accengage Project Manager if you have any questions.
- What are templates & Submitting templates for approval
- Opted-in Audience Import
- Creating WhatsApp Notifications
- Automated Reply Set-up
- Notification Statistics
WhatsApp notifications sent through Accengage's dashboard are templated messages. Each template will contain the content of the message and the personalization fields.
Here is an example of a WhatsApp template in the Accengage Dashboard.
To ensure brand are complying with content use cases, WhatsApp requires all templates are submitted and approved before messages can be sent. The Accengage team is prepared to facilitate the submission and approval process.
Each template can support multiple languages. However, each version will need to go through the WhatsApp approval process.
To request a template creation, please go to http://ticket.accengage.com
WhatsApp validates templates within a few days with support from the Accengage team. All interactions for the approval will be managed by Accengage on behalf of the brand. Once validated, the Support Team will inform the brand the template is approved by WhatsApp and available in our dashboard.
WhatsApp notifications can only be sent to individuals that have explicitly opted into notifications from that brand. See WhatsApp opt-in requirements here. The opt-in process and user opt-in status is managed outside the Accengage platform.
When users opt-in or opt-out of WhatsApp, the brand is responsible for updating status for the device that opted in or opted out.
In order to store the opt-in status in the Accengage database please, create a new field in the Data Scheme. Click here to know how to create a new field.
You'll then be able to populate this field with a value. E;g "Y" for optin and "N" for optout.
Opt-in status can be then updated by importing users in the Accengage database :
- by importing targets in the dashboard through a .csv file
- by creating and populating a static list in the dashboard
Opt-out status can be populated by updating the field created in the Data Scheme:
- by updating that field through targets import
- by using our API and updating that particular field
Importing by .csv file
In the file uploaded, add a column with the name of field previously created and give it the following values :
- "Y" = opt-in user
- "N" = opt-out user
When the brand is ready to send messaging to an audience, the audience can be imported via CSV or Static List for targeting.
In the dashboard, go to "Targeting" > "Import targets":
- Import is done through .csv file
- Custom fields can be associated to each user for targeting purpose or used as personalization data in your messages.
E.g: order numer, tracking number, fight number etc...
If you import custom fields while importing targets, ensure that
these fields exist in the Data Scheme.
Indeed, after importing your file you will have to match each custom field with the ones existing in the Data Scheme.
Once users are imported, they will be targetable when you'll create your dynamic segment. Please consult our page Segmentation for more information.
Feel free to download and use our sample file for your imports - be sure to indicate the International Code for each number. E.g for France: +33612345678
Creating a static list in the Dashboard will allow you to associate custom fields for each users.
Go to "Targeting" > "Segments / Lists":
- Create your static list (if it doesn't exist yet):
Once your list is created, populate it by importing users through the button "Import devices":
- Go to "Actions" > " Push notifications ":
- Click on "New Message":
- In the form, fill all useful information for your message:
- Message name: message name in the Accengage's database (not displayed to the user).
- Campaign: campaign associated to your message.
- External ID: external identifier of your message.
Create your message:
- Select template: template that you want to use for your message. Only templates approved by WhatsApp are available in the dropdown.
- Parameters: personalized values of your message.Those values can be filled manually or by using attributes associated to a user and existing in the Data Scheme database or in the static list.
- Preview: allows you to see how your message looks and feel on a WhatsApp discussion.
- Automated reply: reply that will be sent automatically to the user if he replies to your message. (more information below)
- Test segment(s): segments used to test your message
- Campaign segment(s): segments used to send your definitive message. Once your definitive send is done, it is not possible to send it another time (the only way will be to duplicate your message).
Definitive send can be done only once a test message has been sent.
At this stage other options are available :
- Create new: allows you to create tests or definitive segments directly from the push form
- Schedule: allows you to schedule the sending of your message at a specific date and hour. Consult the page "Programming" for more information.
Automatic replys are predefined responses that are only triggered when a user responses to a message.
Here are some examples of uses for automatic replies:
- Offer a Opt-out Link
- Redirect the user to a URL to talk to a live agent
- Share steps to create an account for further support
Setting up an automated reply is another type of template, and WhatsApp requires review and approval before use.
To request a template creation, please go to http://ticket.accengage.com
Once the template is approved, the message will appear in the automated reply dropdown menu in the message creation page. See example below.
Key statistics for message performance are available within the dashboard.
Go to the menu "Statistics" > "Push notifications":
Group statistics by messages or campaigns, and select a predefined time frame or a personalized one:
Statistics Dashboard Overview:
Global statistics for the timeframe selected are displayed
- Target: number of users targeted
- Reached: number of users who received your messages
- Read: number of users who have read
Those statistics will be populated for users who have activated the following options in their WhatsApp application:
- Received receipts
- Read receipts
If the user has not opted into passing that data, those statistics will not be provided in the dashboard or available for export.
Detailed statistics are displayed with the following information:
- Creation date of your message
- Last sending date
- Campaign associated to the message
- Message name
- Number of users targeted
- Number and percentage of users that WhatsApp has returned an error meaning that they have not received your message
- Number and percentage of users who received the message
- Nymber and percentage of users who have read the message
List of users who has read the message can be exported through a .csv file by using the buttonnext to the line.