Create a WhatsApp Campaign

library_add_check

Prerequisites

Ensure that the following configurations are complete:

To create a WhatsApp campaign, perform the following steps:

Navigate to the MoEngage Dashboard.
From the left navigation, use one of the following options:
- Click Engage > Campaigns. The All campaigns page is displayed. At the top right corner, click + Create campaign. The Create campaign page is displayed.
- Click Create New > Campaign. The Campaign page is displayed.
Under Messaging Apps, 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.

The WhatsApp campaign creation page is displayed.

Steps to Create a WhatsApp Campaign

The following are the steps to create a WhatsApp campaign:

Target users: Define the target audience for the campaign.
Content: Define the content of the campaign to be sent.
Schedule and Goals: Define the campaign's delivery schedule and goals.

Step 1: Target Users

This section contains the following:

Campaign Details

The campaign details section contains the following fields:

- Teams: If your organization has teams enabled, select a team in the drop-down list. For more information, refer to Teams in MoEngage.
  Note: MoEngage applies the team filter automatically to the target audience as soon as you select the team.
- Campaign name: Enter the name of the campaign to manage and identify the campaign. The campaign name must have at least five characters, and the limit is 256.
- Campaign tags: Select campaign tags from the drop-down list. You can select a maximum of five tags. For more information, refer to Campaign Tags.

arrow_drop_down Event Triggered Campaigns

Event-triggered campaigns allow you to send personalized messages triggered by different user action events. For example, you can remind users about the item they added to the cart but have not purchased. For more information on creating such campaigns, refer to Create an Event-Triggered Campaign.

Select Audience

This section contains segmentation filters that help you choose the target audience for your campaign. The following options are available:

This filter option allows you to send the campaign to all the app users. When you use this option, you cannot add multiple filters.

all users.png

This filter option allows you to target the users based on user properties such as first seen, last seen, city, and so on. Click the User property tab and do the following:

Select the desired attribute in the drop-down list. This enables the filters based on the attributes selected. For example, attributes that are numbers can have filter conditions such as 'is equal to', 'is not equal to', 'is between', and so on, while string attributes have different filters.
Enter the filter value(s) to create the desired user segment.
Click + Nested Filter to add a filter to create nested AND or OR conditions. (This is optional)

For more information, refer to Create Segments.

This filter option 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. Click User Behavior and do the following:

Select the execution condition and the desired user activity (event).
Enter the event frequency and time duration for the event execution.
Click + Attributes and add an event attribute with a filter condition.
Enter the filter value(s) to create a rule.
Use the + Aggregation button to add the aggregation functionality. For more information, refer to Aggregation Operations.
Click + Nested Filter to add a filter to create nested AND or OR conditions. (This is optional)

For more information, refer to Create Segments.

This filter option allows you to target groups of users created based on the user performing an action with a specific attribute value. For more information, refer to User Affinity. Click User Affinity and do the following:

Select the desired user event or attribute.
Select the user affinity parameter from the following:
- Predominantly: Select affinity attribute with a filter condition and provide the affinity values.
- For a minimum of: Select affinity attribute with a filter condition and provide the affinity values.
- Most no. of times: Enter a value or use the arrows to provide the top percentage of users.
- Least no. of times: Enter a value or use the arrows to provide the bottom percentage of users.
Enter or use the arrows to provide the time duration for the event execution.
Click + Attribute to add more attributes to the filter.
Click + Nested Filter to add a filter to create nested AND or OR conditions. (This is optional)

For more information, refer to Create Segments.

This filter option allows you to select a custom segment as the target audience.

Select a custom segment as the target audience from the list of custom segments available.
Click + Nested Filter to add a filter to create nested AND or OR conditions. (This is optional)

For more information, refer to Custom Segments.

If teams are enabled for your account, you will be able to see the custom segments created by your team. The segmentation criteria specified for the team for which you are creating the campaign will get appended to the segmentation filters with an AND condition. For example, if the segmentation criteria for your team is the set of users whose last known city is Los Angeles and you have selected users who've purchased a product within the last 3 days as the target audience for your campaign, your target audience would be users who have purchased a product within the last 3 days and whose last known city is Los Angeles. For more information, refer to Teams in MoEngage.

info	Information This is an add-on feature. Please contact your MoEngage CSM (customer success manager) or the Support team to enable it for your account.

After selecting the filter criteria, you can do the following as well:

Create Multiple Filters: You can create and combine multiple user property rules, user activity rules, and custom segment rules to create a complex user segment using this option.
1. Click + Filter.
2. Click AND or OR.
3. Select the attribute or event and define the filter conditions.
Exclude Users: Select this checkbox to define the filter criteria for users to be excluded from the campaign.
Send campaign to the users ignoring Opt-in preference: Select this option to send campaigns to users who have opted in for receiving WhatsApp campaigns. For more information, refer to Prerequisites.
Reset filters: Click this option to reset the segmentation filters.
Show count: Click this button to display the total number of users who are currently in the configured segment.

exclude users.png

Control Groups

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

In the Enable control groups section, turn the Global control group toggle on 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 at the top of the create campaign navigation to move to Step 2 "Content".

Step 2: Content

This section describes how to add content to the WhatsApp campaign.

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

Click Tracking

You can also track clicks on links in your WhatsApp Message based on the following support.

Link Type	Click tracking support for Infobip	Click tracking support for Gupshup	Click tracking support for Karix	Click tracking support for Kaleyra
Placeholder links in Message Body (1 or more)	Yes	Yes	Yes	Yes
Tracking of Call Button	No	No	No	No
Tracking of Quick Replies	Yes	Yes	Yes	Yes
Tracking of Navigation Buttons	Only using Dynamic Link Tracking in Template where links are fully configurable	Only using Dynamic Link Tracking in Template where links are fully configurable	Only using Dynamic Link Tracking in Template where links are fully configurable	Only using Dynamic Link Tracking in Template where links are fully configurable

Placeholder Links in the Message Body

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

Screen_Shot_2022-08-03_at_3.34.11_PM.png

URL Shortening - Things to Note

The following points are to be noted for URL Shortening:

Shortened Links expire in fourteen days and cannot be tracked after expiry. When a customer opens a link beyond its expiry, they see a "This link is no longer active" message.
If user and event attributes are used in the shortened links, the attributes' names must abide by the following:
1. They must not contain spaces.
2. If the attributes contain links, their values should not contain http:// or https://. These can be added before the attribute to shorten the link.
Special characters such as apostrophes and commas are not supported in shortened links.
Multiple JINJA operations are not supported in links that are to be shortened. For example, using a Content API link in a Product or vice versa (in a link that is to be shortened) is not supported.

Dynamic Link Tracking

Do the following for dynamic link tracking:

The template to be approved with the WhatsApp partner must have the following URL:
https://ux.mnge.co.
Note: The 'X' in the URL refers to the MoEngage Data Center (DC). MoEngage hosts each customer in a different DC. You can find your DC number (value of X) and replace the value of 'X' in the URL by referring to the DC mapping here.
Create a template in MoEngage with the following configuration:
When creating a campaign, add the URL desired. Links will be shortened automatically.

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

arrow_drop_down Test Campaign (optional)

Test campaigns enable previewing the campaign on a test device to ensure that your notification is conveyed in the manner that you desire.

You can test the campaign you created by selecting any of the following options and providing the value for the attribute chosen for your test user:

Unique ID
Email ID
Mobile Number (Registered With MoEngage)
Mobile Number (External/Not Registered with MoEngage)
Google Advertising identifier
iOS Identifier For Advertising
Device Push Token
Custom Segment

Click Next or use the tabs at the top of the create campaign navigation to move to Step 3 "Schedule and Goals".

Step 3: Schedule and Goals

This section contains the following:

Delivery Schedule: Choose when the campaign should be delivered to your users and the periodicity of delivery.
Conversion Goals: Choose the conversion goals and revenue metrics to be tracked for the campaign.
Delivery Controls: Choose the advanced delivery control options such as throttling, frequency capping, and expiration settings for the notification.

Delivery Schedule

arrow_drop_down One Time

Choose this option to send the campaign immediately to the target users.

Choose this option to send the campaign at the specified time, time zone, or predicted time.

This section helps you send the campaign on a specific date and time, and it contains the following fields:

Campaign time zone: the timezone in which the campaign should be sent.
Start date: the date on which the campaign should be sent.
Send time: the time at which the campaign should be sent. Select am or pm depending on when the time of day at which the campaign should be sent.

at specific date and time.png

arrow_drop_down Periodic

Choose this option to send the campaign periodically on a specified date and time. The following fields are available in this section:

Campaign time zone: the timezone in which the campaign should be sent.
Start date: the date on which the campaign should be sent.
Send time: the time at which the campaign should be sent. Select am or pm depending on when the time of day at which the campaign should be sent.
Periodic: the periodicity of the campaign. You can choose from the following options available:

Periodicity

Description

Daily

Repeat every: This option lets you specify the number of days after which the campaign should be repeated.

For example, if you choose to repeat every 3 days and the campaign starts on Monday, it will run again on Thursday.

Weekly

Repeat every: This option lets you specify the number of weeks after which the campaign should be repeated.

For example, if you choose to repeat every 3 weeks and the campaign starts the first week, it will run again in the fourth week.

Repeat on: This option allows you to specify the day(s) of the week on which the campaign should be sent (For example, if you wish to send the campaign every Monday, Wednesday, and Friday, select these days in this option).

Monthly

Repeat every: This option lets you specify the number of months after which the campaign should be repeated.

For example, if you choose to repeat every 3 months and the campaign starts in January, it will run again in April.

Repeat on: This option allows you do the following:

Days of month: Choose this option for repeating campaigns that are date specific. Select the date(s) of the month the campaign should be sent (For example, to send the campaign on the 5th and the 25th of a month, select the 5th and 25th in the calendar widget.).
Note: If the selected date(s) do not exist in the month specified (as it is a shorter month), a campaign will be sent on the last date. (For example, if the 30th and 31st are selected and the month is February, one campaign would be sent on the 28th).
Days of week: Choose this option to specify the day(s) of the week on which the campaign should be sent (For example, if you wish to send the campaign every Monday, Wednesday, and Friday, select these days in this option).
Note: In case of a day of the week not existing in a month (for example, fifth Saturday), the campaign would be skipped for that instance. And in case of overlap (for example, 4th Monday and last Monday), only one instance would be sent.

Ends: the date on which the campaign should end. The following options are available:
- - Never: the campaign runs daily.
  - On: the campaign ends on the end date specified in the End Date field.
  - After: the campaign ends after the number of occurrences specified in the occurrences field.

periodic connector campain.png

arrow_drop_down Event Triggered

Choose this option to engage the right users (through segmentation) at the right time (through event triggering). The Active continuously option is selected by default under Send campaign and the following fields are available in this section:

Campaign time zone: the timezone in which the campaign should be sent.
Start date: the date on which the campaign should be sent.
Send time: the time at which the campaign should be sent. Select am or pm depending on when the time of day at which the campaign should be sent.
End date: the date on which the campaign should be stopped.
End time: the time at which the campaign should be stopped. Select am or pm depending on when the time of day at which the campaign should be stopped.

When will event-triggered campaigns be sent?

The campaign will be sent only when:

The event property or attribute, which is used to create these type of triggers (such as flight_time in previous 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 campaigns are not sent to the users.
The date or time value from the attribute is greater than the time at which the trigger condition is fulfilled.
The date or time value from the attribute is less than 30 Days + the time at which the trigger condition is fulfilled. For example, if your trigger condition is fulfilled at date D, the notification is sent only when the attribute value is less than D+30.
The intelligent delay optimization (With Delay) does not work for campaigns sent on relative timing.

Conversion Goals

You can add conversion goals to track the business metrics for your campaigns. You can track a maximum of five conversion goals. You can choose any app event as a conversion goal activity and set more than one conversion goal. The first goal will be treated as a primary goal.

For example, if you want to track the number of customers who have purchased an iPhone after your campaign was sent. (Event: Purchase event, Product: iPhone). Your conversion goal setup might be similar to the following image:

With multiple conversion goals, you can track more than one business metric or visualize a funnel for your user actions. For example, if you want to check the following, you can do so with multiple conversion goals.

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?

arrow_drop_down Tracking Revenue Performance (Optional)

With MoEngage, you can track the revenue generated by your campaigns. For example, you can track the revenue generated by your product after sending a communication. To track revenue performance, enable the Revenue performance toggle for the conversion goal for which you want to track the revenue.

In the example here, to track revenue for orderSuccessful events, you must enable the Revenue performance toggle.

After choosing the goal, you can select the numeric attribute that captures the order's total monetary value. In this example, cartValue contains the total order value. You can choose the currency in which your monetary value is being reported.

Set Attribution window: You can set an attribution window (a time period or window that is calculated since the user has received/clicked the campaign, for which you want to attribute the conversion goals to a specific campaign.) 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

This section contains the following options:

Ignore frequency capping: Enable this toggle to ignore the frequency capping limit for this Connector campaign. For more information, refer to Frequency Capping.
Count for the frequency capping: Enable this toggle if you want this connector to be counted for frequency capping limit.
Request limit: Set the request limit to send the Connector campaign notifications. The minimum throttling of message requests is 10000 per minute. For more information, refer to Throttling.

del control 1.png

This section contains the following options:

Minimum delay between two messages: Set the minimum time gap between two messages received by the same user.
Ignore DND settings: Enable this toggle to ignore the DND settings.
Ignore frequency capping: Enable this toggle to ignore the frequency capping limit for this Connector campaign. For more information, refer to Frequency Capping.
Count for the frequency capping: Enable this toggle if you want this connector to be counted for frequency capping limit.

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

Next Steps

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.