Create a WhatsApp Campaign
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Prerequisites

Ensure that the following configurations are complete:

To create a WhatsApp campaign:

  1. Navigate to the MoEngage Dashboard.
  2. 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.
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    • Click Create New > Campaign. The Campaign page is displayed.
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  3. Under Messaging Apps, click WhatsApp.
  4. 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.

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Steps to Create a WhatsApp Campaign

The following are the steps to create a WhatsApp campaign:

  1. Target users: Define the target audience for the campaign.
  2. Content: Define the content of the campaign to be sent.
  3. 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.
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arrow_drop_down Event Triggered Campaigns

This section contains the event criteria that (when satisfied) will trigger the WhatsApp campaign notification. To define the trigger condition, do the following under Trigger criteria:

  • In the IF user section,
    1. In the Select an event drop-down list, select a user action that needs to be performed to trigger the campaign. This is the primary filter condition.
    2. Click + Attribute to add attributes to the filter. (This is optional)
    3. Click + ADD FILTER to add another filter with the primary filter. (This is optional)
  • In the THEN trigger the message section,
    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 to define the timeframe and the event criteria to be fulfilled to send the campaign:
      1. Enter the number and select the minutes, hours, or days.
      2. Select Before or After the time.
      3. Select the action to be performed by the user in the drop-down list for the if condition. The user must perform the actions added within the time specified in the delay criteria after performing the first action.

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Examples

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.

Select Audience

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

All Users Filter by User Property Filter by User Behavior Filter by User Affinity Filter by Custom Segment

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

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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.

 

Beta Callout

MoEngage Teams with the Segmentation Filters is a Beta feature. To get it enabled for your account, reach out to your CSM.

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.

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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.

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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.

  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 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:

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URL Shortening - Things to Note

The following points are to be noted for URL Shortening:

  1. Shortened Links expire in fifteen 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.
  2. 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.
  3. Special characters such as apostrophes and commas are not supported in shortened links.
  4. 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:

  1. 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.

  2. Create a template in MoEngage with the following configuration:
    Button_DynamicLinkTracking.png
  3. 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

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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
As soon as possible At specific date and time

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

OneTime_SendASAP.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 allows you to specify the number of days after which the campaign should be repeated.
Weekly

Repeat every: This option allows you to specify the number of weeks for which the campaign should be repeated.

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 allows you to specify the number of months for which the campaign should be repeated.

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.

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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.

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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:

ConVErsionGoals.png

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.

TrackingRevenuePerformance.png
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. RevenuePerformance.png

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.

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Delivery Controls

Delivery Control for One Time and Periodic Campaigns Delivery Control for Event-Triggered Campaigns

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.

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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.

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