Oracle Responsys messaging

This guide covers how to connect Oracle Responsys with the Infobip platform using either WhatsApp or Viber as a communication channel. These channels are available in separate apps.

What You Will Need

• Infobip account. If you do not have an account, you can create one.
• WhatsApp or Viber sender

See Create an Account for more information on Infobip accounts.

WhatsApp

Features

Outbound text and media templates with placeholders

Compliance and Guidelines

Opt-in

You must obtain opt-in from customers before sending them any communication. When sending communication, you must filter out your audience based on the opt-in.

You can start a conversation with an end user only when the end user sends a message to your business using one of the entry points.

User Guide

To use WhatsApp in Oracle Responsys using the Infobip platform, carry out the following actions.

1. Install the Infobip WhatsApp Messaging app and configure your Infobip account.
2. Test your integration.
3. Request dedicated WhatsApp senders.

Installation and Configuration

1. To install the Infobip WhatsApp Messaging app, go to Oracle Marketplace and search for Infobip WhatsApp Messaging.
2. Click Get App.
   
3. Follow the steps in the installation wizard. If there are issues, refer to the Oracle Responsys Help Center documentation.
4. Go to Account >> App Management.
   
5. Search for Infobip WhatsApp.
6. Click Infobip WhatsApp.
7. To configure the application, click the Settings icon.
   

8. To connect your Infobip account with your Responsys account, enter your Infobip credentials.
   

A message saying that the connection is ready is displayed.

Testing

When you have an Infobip account and have had your phone number verified, you are assigned a test WhatsApp sender automatically. To view the sender, go to Apps >> WhatsApp. Use this sender to test the integration.

To send WhatsApp messages using Oracle Responsys, your program design must include the Infobip web application. If you are not familiar with how programs are configured in Responsys, refer to the Oracle Responsys Help Center documentation.

In this example, we have used the following elements:

• Scheduled filter or view as an entry point
• Apps to configure Infobip WhatsApp application
• Set data to save the information from WhatsApp delivery reports

Configure Entry Point

Configure the entry point. For more information about program entry points in Oracle Responsys, refer to the Oracle Responsys Help Center documentation.

In this example, the entry point is a scheduled filter. WhatsApp messages are sent based on this filter.

The messages are sent to numbers that are stored in the MOBILE_NUMBER_ field in Profile Lists. For more information about profile lists, refer to the Oracle Responsys Help Center documentation.

Filter and Segment Audience

Filter the audience to include only customers who have opted in.

Configure Apps and Set Data

After configuring the filters and scheduling the time of the campaign, configure the Apps element.

1. Right-click the Apps element and choose Properties.
2. Choose the WhatsApp application that you have installed. Example: Infobip WhatsApp Messaging: Send WhatsApp messages.
   
3. To configure the selected app, click Configure app.
   
4. Configure the following:

• WhatsApp message settings
• Input parameters
• Output parameters (optional)
• Timeout for receiving message status (Required only if you have defined output parameters)

Configure WhatsApp Message Settings

1. In the Choose sender field, choose a sender from the list of registered senders.
2. In the Message Type field, choose whether to send the message as text or media template.
   
3. To send the message as a media template, choose a template from the list.

Configure Input Parameters

If the template contains options to personalize the message, carry out one of the following actions in the Placeholders field.

• Choose a placeholder from the list. This list is based on customer data obtained from the following fields:
  • Profile list
  • Profile extension table
  • Event variable
• Type the information in the placeholder manually.

In the following example, the second placeholder is chosen from the profile list. The third placeholder is typed manually.

Configure Output Parameters (Optional)

You can create complex failover campaigns based on the status of the last message. You can store and retrieve the following message statuses:

• Sent: Message was sent to the Infobip platform and being sent to the end user.
• Failed: Message was not delivered because of one of the following reasons:
  • Message was rejected by Infobip
  • Message was rejected by the MNO
  • End user blocked the sender
• Delivered: The message was delivered successfully.
• Seen: End user has received and seen the message.

To store the status of messages, carry out the following actions:

1. Go to Settings >> Tracking and variables section >> Entry Tracking.
2. Click the + icon.
   
3. Create the variable.
4. Click Save.
   

Set a Timeout to Receive Message Status

Because of limitations in Responsys, the message status (delivery report) cannot be sent to Responsys in real time. You can define the interval after which the Infobip platform sends the message status to Responsys.

This interval is stored as a variable in the output parameter, Timeout. The minimum timeout is 10 minutes, and the maximum is 72 hours. After the timeout period expires, the output parameter is forwarded with the Set data element.

After the message status is stored in this variable, you can use the variable to do the following:

• Populate profile lists
• Populate profile extension tables
• Data switch

The following scenario shows how to configure data switch:

You can forward the data from the variable to either a profile extension table or a profile list. While profile lists are preconfigured, you can add attributes to profile extensions tables. For more information about profile extension tables, refer to Creating Profile Extension Tables.

In this example, we forward the data from the variable to a Profile Extension Table in which we have configured WhatsApp attributes.

To configure the profile extension table, right-click the Set data element and choose Properties.

The message status is stored in the profile extension table. You can use this status in your campaigns.

Validate and Publish

1. Validate your program to check whether the settings are correct.
2. Publish the program.

In the following example, the messages have been sent and the program is waiting for the timeout period to expire to forward data into a profile extension table.

The following image shows the profile extension table:

The following image shows the delivered message on the end user's device:

Analyze Reports

You can review the performance of the channel in the Analyze tab.

Request Verified Sender

When you have finished testing, you can request dedicated WhatsApp senders from the Infobip web interface.

Viber

Features

• Outbound text messages with placeholders
• Rich media: Use characters, interactive buttons, and links to boost customer engagement.

Compliance and Guidelines

Opt-in

You must obtain opt-in from customers before sending them any communication. When sending communication, you must filter out your audience based on the opt-in.

You can start a conversation with an end user only when the end user sends a message to your business using one of the entry points.

User Guide

To use Viber in Oracle Responsys using the Infobip platform, carry out the following actions:

1. Install the Infobip Viber app and configure your Infobip account.
2. Test your integration.
3. Request dedicated Viber senders.

Installation and Configuration

To install the Infobip Viber Messaging app, contact your dedicated Account Manager or contact our Sales team using the Infobip Contact form.

After you install the app, carry out the following actions.

1. Go to Account >> App Management.
   
2. Search for Infobip Viber Messaging. The status indicates that the app is unconfigured.
3. To configure the app, click the pencil icon.
   
4. To connect your Infobip account with your Responsys account, enter your Infobip credentials.
   

A message saying that the connection is ready is displayed.

Testing

When you have an Infobip account and have had your phone number verified, you are assigned a test Viber sender automatically. To view the sender, go to Apps >> Viber. Use this sender to test the integration.

To send Viber messages using Oracle Responsys, your program design must include the Infobip web application. If you are not familiar with how programs are configured in Responsys, refer to the Oracle Responsys Help Center documentation.

In this example, we have used the following elements:                                                                                             

• Scheduled filter or view as an entry point
• Apps to configure Infobip Viber application
• Set data to save the information from Viber delivery reports

Configure Entry Point

Configure the entry point. For more information about program entry points in Oracle Responsys, refer to the Oracle Responsys Help Center documentation.

In this example, the entry point is a scheduled filter. Viber messages are sent based on this filter.

The messages are sent to numbers that are stored in the MOBILE_NUMBER_ field in Profile Lists. For more information about profile lists, refer to the Oracle Responsys Help Center documentation.

Filter and Segment Audience

Filter the audience to include only customers who have opted in.

Configure Apps and Set Data

After configuring the filters and scheduling the time of the campaign, configure the Apps element.

1. Right-click the Apps element and choose Properties.
2. Choose the Viber application that you have installed. Example: Infobip Viber Messaging: Send Viber messages.
   
3. To configure the selected app, click Configure app.
   
4. Configure the following:

• Viber message settings
• Input parameters
• Output parameters (optional)
• Timeout for receiving message status (Required only if you have defined output parameters)

Configure Viber Message Settings

1. In the Choose sender field, choose a sender from the list of registered senders.
2. In the Message Type field, choose whether to send the message as text or rich content.
   
    

Configure Input Parameters

If the template contains options to personalize the message, choose a placeholder from the list in the Placeholders field. This list is based on customer data obtained from the following fields:

• Profile list
• Profile extension table
• Event variable
  

Configure Output Parameters (Optional)

You can create complex failover campaigns based on the status of the last message. You can store and retrieve the following message statuses:

• Sent: Message was sent to the Infobip platform and being sent to the end user.
• Failed: Message was not delivered because of one of the following reasons:
  • Message was rejected by Infobip
  • Message was rejected by the MNO
  • End user blocked the sender
• Delivered: The message was delivered successfully.
• Seen: End user has received and seen the message.

To store the status of messages, carry out the following actions:

1. Go to Settings >> Tracking and variables section >> Entry Tracking.
2. Click the + icon.
   
3. Create the variable.
4. Click Save.

Set a Timeout to Receive Message Status

Because of limitations in Responsys, the message status (delivery report) cannot be sent to Responsys in real time. You can define the interval after which the Infobip platform sends the message status to Responsys.

This interval is stored as a variable in the output parameter, Timeout. The minimum timeout is 10 minutes, and the maximum is 72 hours. After the timeout period expires, the output parameter is forwarded with the Set data element.

After the message status is stored in this variable, you can use the variable to do the following:

• Populate profile lists
• Populate profile extension tables
• Data switch

The following scenario shows how to configure data switch:

You can forward the data from the variable to either a profile extension table or a profile list. While profile lists are preconfigured, you can add attributes to profile extensions tables. For more information about profile extension tables, refer to Creating Profile Extension Tables.

In this example, we forward the data from the variable to a Profile Extension Table in which we have configured Viber attributes.

To configure the profile extension table, right-click the Set data element and choose Properties.

The message status is stored in the profile extension table. You can use this status in your campaigns.

Validate and Publish

1. Validate your program to check whether the settings are correct.
2. Publish the program.

In the following example, the messages have been sent and the program is waiting for the timeout period to expire to forward data into a profile extension table.

The following image shows the profile extension table:

The following image shows the content of the downloaded file (.csv):

Analyze Reports

You can review the performance of the channel in the Analyze tab. Use the program ID information in the reports to filter the campaigns.

Request Verified Sender

When you have finished testing, you can request dedicated Viber senders from the Infobip web interface.