MoEngage messaging

MoEngage is a customer engagement platform that enables businesses personalize and optimize communication across various channels. Integrating digital messaging channels with MoEngage allows businesses to deliver targeted, timely, and relevant messages to audiences, enhancing the customer experience and driving higher engagement and conversion rates.

Features

What you will need

• An Infobip account with RCS enabled If you do not have an account, you can sign up (opens in a new tab) (see Create an account)
• MoEngage account

Configuration

To set up the MoEngage messaging integration, you need to configure the following:

• RCS sender in MoEngage
• Infobip account
• SMS failover (optional)
• Infobip API base URL

The following sections describe the configuration steps in detail.

Configure RCS sender in MoEngage

To configure RCS in MoEngage:

1. Sign into your account in MoEngage.
2. In the left navigation menu, go to Settings > Channels > SMS & RCS > Sender configuration.
3. Select RCS tab.
4. Add a new RCS sender.
5. Select Infobip as the service provider.
6. On the Sender configuration dialog, add the following details:
   • Mark as default: Turn this toggle on to mark the sender as the default sender for the service provider being configured. If marked as default, this sender will be used to send all RCS campaigns from MoEngage unless you select a different sender while creating the campaign.
   • Sender type: Select the sender type from one of the following options:
     • Promotional: Used for when you are using the sender to send information about your brand, promote deals, or engage with users.
     • Transactional: Used for when you are using the sender to send alerts about transactions, OTPs, security information, or any information that can be classified as transactional in nature.
     • OTP: Used for when you are using the sender to send OTPs.
   • Sender name: Enter the name of the sender. This field identifies the readable sender name that can be used while creating a campaign or alert.
   • Sender ID: Enter the sender ID. This is the RCS agent/bot ID RBM uses to send RCS messages to users.
   • API URL: Set to https://moengage-rcs.ibintegrations.com/api/infobip/message. Check Additional configuration section for regional specific setup.
   • Authorization: Enter your Infobip API key. Enable the following API scopes:
   • message:send
   • inbound-message:read
   • whatsapp:manage
7. Click Save to save this sender configuration.

The Incoming Messages and delivery callback URL can be used when configuring notification delivery when you configure the Infobip account. Delivery tracking allows you to monitor whether messages have been delivered to end users and incoming message URLs allows you to track messages' responses so that you can act on them accordingly. Copy this URL from the MoEngage dashboard.

Configure SMS sender in MoEngage

The following sections describe how to configure your SMS sender, including standalone operation and RCS failover.

Configure standalone SMS sender

To configure SMS sender as a standalone channel in MoEngage, follow the steps in the MoEngage documentation (opens in a new tab).

Configure SMS sender for RCS failover

If RCS cannot be delivered because RCS messaging is not available or supported on the recipient's device, SMS failover ensures delivery of the message.

To configure SMS failover, both senders must be on the same Infobip account.

For configuring SMS sender as part of RCS failover, create a new dummy SMS sender in MoEngage (separate from the existing standalone SMS sender). Note that this sender should not be used for standalone SMS campaigns.

To configure SMS for RCS failover:

1. Sign into your account in MoEngage.
2. Go to Settings > SMS & RCS.
3. On the SMS tab, add a new SMS sender.
4. If you have already added Infobip as a custom service provider, then select Infobip, otherwise, select Add custom service provider.
5. Configure following details:
   • (optional) Service provider name: Infobip
   • Sender name: give it a recognizable name like RCS2SMS failover
   • Sender ID: enter exact alphanumeric sender that will be used in campaigns
   • Sender type: select based on your use case
   • API URL: https://moengage-rcs.ibintegrations.com/api/infobip/message
   • Method: POST
   • Body type: Form
   • Add the following new key-value pairs:
     • Key: message, value: Moesms_message
     • Key: number, value: Moesms_destination
6. Click Save to save the configuration, without sending a test SMS.

Configure the Infobip account

To receive all delivery reports and click events, configure the Infobip account using the following steps:

1. In the Infobip web interface, go to Developer Tools > Applications and Entities.

2. Create a new application called moengage-rcs.

3. Go to Developer Tools > Subscriptions Management.

4. Click the Notification profiles tab, and then click Create notification profile.

5. On the Notification profile form, use the following information to create a new notification profile:

   Notification profile field	Description
   Name	Add a name for the notification profile with no spaces or special symbols.
   Webhook URL	https://moengage-rcs.ibintegrations.com/api/infobip/webhooks/moengage
   Advanced settings	Add a custom header x-ib-dlr and add the Incoming messages & Delivery callback URL from MoEngage.
   Authentication	No authentication (basic with credentials left empty).

   

6. Click the Subscriptions tab, and then click Create subscription.

   • Category: Choose the RCS channel, and then click Next.
   • Events: Choose the events Delivery, Click, and Seen, and then click Next.
   • Filtering: Choose the moengage-rcs application, and then click Next.
   • Notification profile: Select your new notification profile name, and then click Next.
   • Summary: Click Save to save the subscription.

7. Click Create subscription to create a subscription for inbound messages.

   • Category: Choose the RCS channel, and then click Next.
   • Events: Choose the event Inbound message, and then click Next.
   • Filtering: Leave all the fields empty, and then click Next.
   • Notification profile: Select your new notification profile name, and then click Next.
   • Summary: Click Save to save the subscription.

8. (Optional) Click Create subscription to create new subscription for SMS failover, if required.

   • Category: Choose SMS channel, and then click Next.
   • Events: Choose the events Click and Delivery, and then click Next.
   • Filtering: Choose the moengage-rcs application, and then click Next.
   • Notification profile: Select your new notification profile name, and then click Next.
   • Summary: Click Save to save the subscription.

9. Go to Channels and Numbers > Channels, and then click RCS Business Messaging:

   1. Click the Senders tab and locate your sender.
   2. Click on the three-dot menu and select Edit inbound configuration.
   3. In the default configuration section, from the Forwarding action drop-down list, select Follow subscriptions (make sure that you select the correct subscription for inbound events).
   4. Click Add configuration. The application is set to moengage-rcs.

Additional configuration

These steps are optional for configuring the MoEngage messaging integration.

Configure regional options

For Indian traffic, you must use an additional parameter for the customer. When configuring the RCS sender in MoEngage, include the Principal Entity ID as an additional URL parameter named peid in the channel URL. This parameter should contain the customer's value.

For example:

• Channel URL for international traffic:

  https://moengage-rcs.ibintegrations.com/api/infobip/message

• Channel URL for an example India customer with a Principal Entity ID of 111222333:

  https://moengage-rcs.ibintegrations.com/api/infobip/message?peid=111222333

Configure Infobip API base URL

By default, all traffic goes to the generic Infobip API URL (api.infobip.com). For specific regional data center requirements, an additional URL parameter is available.

To configure where your requests go, add a baseUrl parameter to the channel URL. The value must not contain https:// and have no trailing slash.

In addition, if you are using SMS failover, the parameters must be joined with an ampersand (&).

For example:

• Channel URL with specific data center configured:

  https://moengage-rcs.ibintegrations.com/api/infobip/message?baseUrl=123abc.api-in.infobip.com

• Channel URL with specific data center and SMS failover configured:

  https://moengage-rcs.ibintegrations.com/api/infobip/message?peid=111222333&baseUrl=123abc.api-in.infobip.com