What is Whatsapp and why do you need it
WhatsApp is an important channel, supported globally as a business messaging channel. There are two types of messages:
- Template messages are pre-approved messages and required to initiate a conversation or continue a conversation outside a 24-hour customer service window.
- Session messages are free-form and can only be sent within the 24-hour customer service window triggered by a user message or call.
Setting up the Whatsapp endpoint to use the Whatsapp channel in your messages
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The following fields can be configured:
- Name* — Provide a name that reflects the use of this Whatsapp endpoint. This name will be used in the Business unit configuration.
- Type* — Select the type of endpoint here: Whatsapp.
- Provider* — Select the Whatsapp provider.
- API-Name* — The API-name attributed to the endpoint and used by the API.
- Description — Provide a clear description that reflects the use of this endpoint. (Example: Whatsapp endpoint for brand X)
- Source — Source identifier for MCS platform used to send these messages. This value is set on the MCS platform for each tenant and can be entered freely. If unsure what this value is, contact your Zeta representative. (example: slg:eu)
- Sender ID — Id of the sender for outbound messages. This corresponds to the FROM of the message. It can be numeric (e.g. 74567 or +1-555-987-6543) or alphanumeric (e.g. CompanyName).
- MCS Account ID — The ID of the application created in the tenant on the MCS platform and that needs to be used for sending these messages. It lets you identify which application should be used as there can be more than one within the same tenant.
- Endpoint override — The URL of an alternative MCS environment. Use this when you want to reach a different MCS environment instead of the default one.
- Channel Opt-out* — Select the numeric field, in the main Audience List or extended profile, that should be used to indicate if the contact is opted out for this channel. If for a contact record, this field contains a value that is different from null or zero, this means an opt out for this channel endpoint and the contact will not be targeted by Whatsapp messages based on this endpoint. The value in the OPT-OUT field in the main Audience List is not taken into account in this case.
Note: When there are multiple Whatsapp endpoints, they can all use the same opt-out field; or each can have their own. This means that a contact might be opted out for certain Whatsapp messages, but not for all.
