Create WhatsApp Campaign

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Prerequisites

Ensure the following configurations are completed:

Navigation

Navigate to MoEngage Dashboard.
Use any one of the following options:

Create Campaign Create New

Click on the left navigation menu, click Engage > Campaigns page, and click + Create Campaign ( top right corner of All Campaigns Page).

From the left navigation menu, click Create New and under Campaigns
Click WhatsApp.
Select one of the following campaign delivery types:
- One Time
- Periodic
- Event-Triggered
  For more information about delivery types, refer to Delivery Types.

Campaign Definition

Teams

Select the team, if your organization has teams enabled. For more information, refer to Teams in MoEngage.

Name of the campaign

Type the name of the campaign to manage and identify the campaign. The campaign name must be 5 or more characters.

Campaign Tags

Select campaign tags from the drop-down list. You can select up to 5 tags at maximum.

For more information, refer to Campaign Tags.

Target Audience

Select the Target Audience or the target segment for the campaign. You can use multiple filters to create the target audience.

Select one of the following:

Field

Description

All users

Allows you to send the campaign to all the users. When you use this option you cannot add multiple filters.

Filter users by

Select one of the following:

User property
Allows you to target the users based on user property such as first seen, last seen, city, and so on.

Select the User Properties and do the following:
1. Select desired user property and filter conditions.
2. Provide the filter value(s) to create a rule.
For more information, refer to Create Segments.
User Behavior
Allows you to target the users based on the behavior of the user or event such as app/site opened, viewed product, and so on.

Select the User Behavior and do the following:
1. Select the execution condition and the desired user activity (event)
2. Provide event frequency and time duration for the event execution
3. Add Event attribute with a filter condition
4. Provide the filter value/s to create a rule.
For more information, refer to Create Segments.
User Affinity
Affinity Segments are groups of users created based on the user performing an action with a specific attribute value.

For more information, refer to User Affinity.

Select User Affinity and do the following:
1. Select the desired user event or attribute.
2. Select the user affinity parameter from
  - Predominantly Select affinity attribute with a filter condition and provide the affinity values
  - Minimum of Select affinity attribute with a filter condition and provide the affinity values
  - The most number of times Type or use the arrows to provide the top or bottom percentage of users
  - The least number of times Type or use the arrows to provide the top or bottom percentage of users
3. Type or use the arrows to provide time duration for the event execution.
4. Click the Attribute button to add more attributes to the filter.
Custom segment
Select the Custom Segment section then select the desired custom segment to create a rule.

For more information, refer to Custom Segments.

Combine multiple filters such as User Property rules, User activity rules, and Custom Segment rules to create a complex user segment.
1. Click Add Filter.
2. Click AND or OR button.
3. Select the Attribute or Event and logical filters associated with the attribute or events.
Click Exclude Users to exclude any specific users for the campaign.
For more information to exclude users, refer to Preference Management.
Check option Send campaign to users ignoring Opt-in preference to send campaigns to users who have opted in for receiving WhatsApp campaigns.
For more information, refer to Prerequisites.
Click Reset Filter to reset the segmentation filters.
Click Show Count to display the total number of users that are currently part of the configured segment.

Trigger Criteria

To define a condition, do the following:

In the IF user section, do the following:
1. From the Select User Actions drop-down, select the user action to filter and send the campaign based on the condition.
  The filter is the primary filter condition.
2. Do one of the following:
  1. Click Add Attribute to add attributes to the filter.
  2. Click ADD AND FILTER to add another filter using along with the primary filter.
In the THEN trigger the message section, do the following:
1. Select Immediately to send the campaign within the next 30 to 60 seconds.
  You can send the campaign with only the If condition.
2. Select With Delay and provide the following details within which to send the campaign:
  1. Type the number and select the minutes or hours or days.
  2. Select Before or After the time.
  3. Select from the drop-down the IF condition.
3. Click Use Intelligent Delay Optimization to optimize the delay in real-time for the campaign to be sent after the user event conditions are satisfied. For more information, refer to Trigger delay optimization.

Examples of event-triggered campaigns

Example without event property

Set an Event-Triggered campaign to target users, who have not Purchased in the past 30 days, when the users abandon the cart and do not complete the purchase within the next 45 mins that is IF the user has executed the event Added to Cart AND has not executed event Purchase.

Select the user/derived event in the "if" condition and enter the event attributes. You can enter additional event attributes as well.

Example with event property

With event triggers, you can also trigger the message with respect to the event attribute values of your IF event. Say you want to remind your users who have booked a flight, 2 hours before the flight time. You will then create your trigger on the Flight Booked event using the event property Flight Time. Set the message to be sent 2 hours before the flight time.

Other examples

Send discounts/reminders to your subscribers before the subscription expiry
Send communication minutes before the flash sale to customers who have registered for it
Send reminder before customer travel date and time, Cross-Sell Hotels or Experiences or Local Transport or Restaurant Bookings
Remind customers to refill consumables before it ends.

Control Groups

You can enable the control groups to which you want to send the campaign.

In the Enable Control Group section, click Global control to not send the campaign to all the users in the control group.

For more information, refer to Global Control Group.

Click Next or use the tabs on the top of the create campaign navigation.

Content

1. Select the sender
2. Search or select one of the templates from the drop-down.
  For more information, refer to WhatsApp Templates.
3. Customize the content as defined in the template.

Click Tracking

You can also track clicks on links in your WhatsApp Message as per support below.

Link Type	Click tracking support for Infobip	Click tracking support for Gupshup	Click tracking support for Karix
Placeholder links in Message Body (1 or more)	Yes	Yes	Yes
Tracking of Call Button	No	No	No
Tracking of Quick Replies	Yes	Yes	No
Tracking of Navigation Buttons	No. Not supported by Infobip	Only using Dynamic Link Tracking in Template where links are fully configurable	No

You can track links in the body if they have been defined as placeholders in your WhatsApp Template by checking on Shorten and track URL as in the image below:

Screen_Shot_2022-08-03_at_3.34.11_PM.png

MoEngage recommends that you verify your WhatsApp message displayed in the preview.

(Optional) Running Test Campaigns

Test campaigns enable previewing the campaign on a test device to make sure your intended message is being conveyed in your desired way. You can test the campaign you have just created by selecting a custom attribute and providing the value(such as mobile number, user details, etc.) for a test user.

Click Next to set the schedule and goals of the campaign.

Scheduling & Goals

Select a scheduling type and conversion goal for the campaign.

Delivery Scheduling

Field

Description

As soon as possible

Sends the campaign immediately to the target users.

At a particular date and time

Send the campaign at the specified time, time zone, or predicted time.

Screen_Shot_2022-04-11_at_2.38.50_PM.png

Follow these steps to send the campaign at a specific date and time.

Select the campaign time zone
Set the start date
Set the send time at which the campaign is sent.
Select AM or PM

Do the following:

Field

Description

Daily

Screen_Shot_2022-04-11_at_2.40.02_PM.png

Send the campaign at the specified time, time zone, or predicted time.

Select the campaign time zone
Set the start date
Set the send time at which the campaign is sent.
Select AM or PM
Select the frequency at which the campaign is sent. Select the number of days the campaign is sent to the user in Repeat every.
Select Never to not set any end date.
OR
Select On and set the end date.

Screen_Shot_2022-04-11_at_2.33.58_PM.png

Click Active continuously under Send campaign and do the following:

Field	Description
Campaign Time Zone	Select the campaign time zone in which the campaign is sent
Start Date	Set the start date at which the campaign is sent.
Send Time	Set the send time at which the campaign is sent. Select AM or PM
End Date	Set the end date at which the campaign is stopped.
End Time	Set the end time at which the campaign is stopped. Select AM or PM

Supported formats for Date and Time Attributes

Date/Time Format sent using MoEngage SDK
Date/Time values sent in String formats as under:
- “EEE MMM dd HH:mm:ss Z yyyy”
- “EEE MMM dd HH:mm:ss yyyy zzz”
- “EEE, MMM dd HH:mm:ss yyyy zzz”
- “EEE, dd MMM yyyy HH:mm:ss zzz”
- “EEE,dd MMM yyyy HH:mm:ss zzz”
- “EEE, dd MMM yyyy HH:mm:sszzz”
- “EEE, dd MMM yyyy HH:mm:ss”
- “EEE, dd-MMM-yy HH:mm:ss zzz”
- “yyyy/MM/dd HH:mm:ss.SSS zzz”
- “yyyy/MM/dd HH:mm:ss.SSS”
- “yyyy/MM/dd HH:mm:ss zzz”
- “yyyy.MM.dd HH:mm:ss”
- “yyyy-MM-dd HH:mm”
- “MMM dd yyyy HH:mm:ss. zzz”
- “MMM dd yyyy HH:mm:ss zzz”
- “dd.MM.yyyy HH:mm:ss zzz”
- “dd MM yyyy HH:mm:ss zzz”
- “dd.MM.yyyy; HH:mm:ss”
- “dd.MM.yyyy HH:mm:ss”
- “dd.MM.yyyy zzz”

ZZZ - Represents the reported timezone
EEE - Represents the day of the Week e.g. Tue
MMM - Represents the month of the Year e.g. Jun
HH:MM:SS - Time that represents the hour of the day, minutes of the hours, and seconds of the minute
DD:MM:YYYY and DD:MM:YY are the date formats most commonly used

warning

We do not support MM/DD/YYYY formats. In case if time-zone is not mentioned in your event property, it will be considered as UTC and notification will be sent accordingly.

To sum up, an Event-Triggered campaign is a great way to engage the right users (through segmentation) at the right time (through event triggering).

The campaign will be sent only when:

The event property/attribute which is being used to create these types of triggers (like the flight_time example), is in a valid date-time format. If it is not in date-time format, the string should have data in one of the supported formats. If the selected attributes do not contain data in any of these formats, the campaign won't be sent to your users.
The date/time value from the attribute is greater than the time at which the trigger condition is fulfilled
The date/time value from the attribute is less than 30 Days + the time at which the trigger condition is fulfilled e.g. If your trigger condition is fulfilled at date D, your notification will be sent only when the attribute value is less than D+30
The Intelligent Delay Optimization does not work for campaigns sent on the relative timing

Conversion Goals

Conversion goals help you to track your business metrics in relation to a campaign and help you measure how your campaign helped you achieve your business metrics.

You can choose any of the app events as a conversion goal activity and can set more than one conversion goal. The first goal will be treated as a primary goal.

Example

If you want to track the number of customers who have executed the Purchase event for Product iPhone after sending the campaign, your conversion goal set-up will look similar to this. Here iPhone Purchase is the Goal Name; Purchased Product is the App Event that you want to track; the product name is event attribute/property which has value as iPhone

With multiple conversion goals, you can now track more than one business metric(up to 5 goals) or can visualize a funnel for your user actions.

For example,

You want to check:

How many users have viewed the product page
How many of them added that product to the cart
How many of them made a successful order

Tracking Revenue Performance

With MoEngage, you can very easily track revenue for your campaigns. Revenue and return of investment (RoI) of the campaigns are available. For example, you can answer the question of how much revenue my product made after sending a communication.

While setting the conversion goal, you can choose for which goal you want to track the Revenue. In the example below, we are tracking the revenue for orderSuccessful events.

Revenue Tracking is optional and non-mandatory. Enable the Revenue performance.

After you choose the goal, you can choose the numeric attribute which captures the total monetary value of the order. In the example below price contains the total order value. You can also choose the currency in which your monetary value is reported.

Set Attribution window

Attribution Window is the maximum time duration, from the time user received/clicked the campaign, for which a conversion goal will be tracked. The default duration is set for 36 hours while the maximum attribution window can be set up to 10 days. In the example below, the attribution window is set to 5 hours.

Delivery Controls for One time and Periodic Campaigns

Enable the Ignore frequency capping to ignore the frequency capping settings.
For more information, refer to Frequency Capping.
Enable Count for the frequency capping to include this campaign for the frequency capping.
Set the Request Limit to send the WhatsApp notifications. The minimum throttling of message requests is 10000 per minute and a maximum of 500000 per minute.

Delivery Controls for Triggered Campaigns

Do the following:

Provide the minimum delay between two notifications.
Enable Ignore DND settings to ignore the do not disturb settings.

Next Steps

Your campaign is now ready to be sent. Click on Publish button, confirm in the dialog box and your campaign is created.

After successful campaign creation, the campaign info page is displayed and you can view the campaign performance stats such as sent and delivered as described in Analyse WhatsApp Campaigns.

Reach out to us directly from your MoEngage Dashboard -> Need Help? -> Contact Support or send an email to support@moengage.com.