Getting started with WhatsApp
Intro
As the most popular instant messaging platform in the world, WhatsApp is a powerful channel to use. Technically, it is very similar to the SMS channel as it is based on the mobile phone number of the user.
However, while you may have already mobile phone numbers in your database if you are sending SMS campaigns, this alone does not guarantee that the corresponding profile uses WhatsApp. Indeed, a user needs to install the app and configure their phone number to be able to use it... and to be contacted by you.
If you want to use the WhatsApp channel, you therefore need to start identifying WhatsApp users in advance!
Collecting opt-ins and opt-outs
To be able to contact profiles through WhatsApp campaigns, you must have obtained their consent, like for every channel.
The role of this opt-in is double:
- respecting GDPR and the profile's explicit consent
- making sure the profile is a WhatsApp user and has the application on their phone
Indeed, without express information from the profile, you cannot know if they have tied their mobile phone number to WhatsApp. This is why the opt-in collection is crucial to identify WhatsApp users.
Opt-in collection can take various forms, from a checkbox at new registration to a preference center or a specific campaign to enquire whether profiles would rather be contacted by WhatApps than SMS.
Why not try to collect this information through our Engage connector?
Synchronizing opt-ins with Actito
There is no subscription strictly dedicated to WhatsApp campaigns, which means that you can use any subscription of your database when you create a campaign.
Nevertheless, we strongly recommend that you create a new dedicated subscription to synchronize these opt-ins, as they represent WhatsApp users who consented to being contacted trough this channel.
Opt-outs will not be automatically be passed on this subscription, as WhatsApp do not have an unsubscribe link like e-mails would.
Instead, users who do not wish to receive marketing campaign can block or signal the sender.
- blocking is similar to unsubscribing. It does not impact the deliverability of the sender and simply indicates that the profiles no longer wishes to receive communications.
- signalling is however similar to reporting a campaign as spam. It means that the profils deemed the communication undesirable and it WILL negatively impact your WhatsApp reputation.
However, a good practice would be to use an unsubscribe action button in your mesages, like a simple "Unsubscribe" button, for example.
Of course, you would have to synchronize these opt-outs, as said before.
If too many recipients signal a message, the sender may see their sending rate throttled by META.
If complaints continue, the account may be blocked altogether.
Setting up WhatsApp
WhatsApp campaigns are routed through our partner CM.com, which is also our operator for SMS campaigns.
As part of the set-up, you will be given a CM account, which will allow you to manage all parameters, such as credentials, logs, replies.
Billing will also be handled entirely on CM side, just like the preferred method for SMS campaigns.
However, WhatsApp campaigns do not require credits in Actito.
The configuration of the WhatsApp channel in Actito is handled directly by the Actito teams. To enable this, our team will need the credentials that you can retrieve from your CM account.
Once you have collected these credentials, please place the IDs in a file and upload it to the TransferBox of your licence. From there, the Actito teams will take care of the configuration for you.
First log into your CM account and go to WhatsApp Business.
Channel ID
Please retrieve the last parameter of the URL, after /whatsapp/. This is your channel ID.
Account ID
The first parameter in the URL, after /channels/, is you account ID.
It can also be retrieved by clicking on 'API Access and Settings' on the left tab and selecting 'Authentication'.
There you can find your account ID.
Product token
Next, select the 'Product tokens' tab, where you can retrieve your product token.
Please communicate your channel ID, account ID and product token to the Actito team in a secure way, such as through the TransferBox of your license.
One integration is created per entity, so it is possible to control which entities have access to WhatsApp campaigns.
However, the same credentials can be used for multiple entities.
Viewing incoming messages
One of the main features of WhatsApp is to allow conversational message. Recipients can reply to all types of campaigns, including mass marketing campaigns.
These replies can be seen in CM's 'Message log'.
It is also possible to transfer these replies to additional destinations, such as an e-mail address or a webhook, so that your customer service can react accordingly.
Replies cannot be viewed in Actito.