Send WhatsApp Template Messages

Send WhatsApp Template Messages in SFMC Journey Builder

To send WhatsApp messages, you need to configure your Gupshup WhatsApp Business account. In Journey Builder, your WhatsApp display name and phone number are referred to as a channel. When you send a message from your business channel, customers see the display name and number.

Before you start sending WhatsApp Template Messages, make sure you have personalized your template messages and approved to include relevant recipient information.

  1. Create a New Journey:
    1. Begin by creating a new journey in Journey Builder. Follow these steps:
      Click on Create New Journey to initiate the process.
  2. Build a Multi-Step Journey:
    1. Under the new journey, click "Build" under Multi-Step Journey. This allows you to create a multi-step journey that includes WhatsApp Template Messages.
  3. Configure Entry Source:
    1. Drag and drop your chosen entry source onto the canvas. You can use either a Data Extension or API Event as your entry source.
  4. Configure Entry Source Details:
    1. Click on the Data extension entry source you added to the canvas.
    2. Click on Summary.
    3. Click Done to confirm and save your entry source configuration.
  5. Add Gupshup WhatsApp Message Integration Activity:
    1. Drag and drop the "Gupshup WhatsApp Message Integration" activity onto the canvas.
  6. Configure Gupshup WhatsApp Message Integration Activity:
    1. Click on the WhatsApp Message activity to configure it.
    2. Add an activity name and description to help identify it within the journey.
  7. Message Configuration:
    1. clicking on the Gupshup WhatsApp Message Integration custom activity, a popup window will appear with two tabs: Template Messaging and Channel Configuration.
    2. In this documentation, we'll focus on the Template Messaging tab.
    3. Click on the Template Messaging tab to continue configuring your WhatsApp template message.
  8. Choose Channel:
    1. Inside the Template Messaging tab, you'll find a dropdown menu labeled Choose Channel. This dropdown allows you to select the messaging channel you want to use for sending the WhatsApp template message.
      Note: the available channels are pre-configured in the "Channel Configuration" screen. Select the appropriate channel from the dropdown menu.
      For more details on how to set up a channel, please read this document: Set Up Gupshup WhatsApp Account.
  9. Populate Approved Templates:
    1. Based on the channel you selected, a table will be populated with all the approved WhatsApp message templates associated with that channel. These templates adhere to WhatsApp's guidelines and policies. Carefully review the available templates in the table and select the one that best suits your messaging needs for this particular step in your journey.
      1. Template Name: This column contains the names of approved WhatsApp message templates.
      2. Template Body: Here, you can see a preview of the template message content.
      3. Select Button: Each template will have a Select button associated with it.
    2. You have the option to filter templates based on their category, which can include text, image, video and document.
      1. To filter templates by category, use the dropdown menu labeled "Filter by Category."
    3. You also have the option to search for specific templates using the "Search Template" feature.
    4. To choose a template for your message, click the "Select" button associated with the template that best suits your messaging needs for this particular step in your journey.
  10. Confirm Selection:
    After selecting the appropriate WhatsApp template message, you can proceed with additional configuration, such as defining variable placeholders for dynamic content, specifying the recipient, and setting scheduling options. The exact steps may vary depending on your specific use case.
  11. Complete Configuration:
    Once you have configured the WhatsApp template message to your satisfaction, ensure that all other aspects of your journey, such as decision splits and follow-up actions, are set up as needed.
  12. Activate the Journey:
    Finally, activate the journey to begin sending your personalized WhatsApp template messages to your selected recipients as part of the multi-step journey.