This article covers how to connect Oracle Responsys with the Infobip platform using WhatsApp as a communication channel.
To start using WhatsApp as channels via Oracle Responsys, here is what you will need:
- Have an Infobip account. Sign up for an account.
- Set up WhatsApp senders on your account. To enable WhatsApp as a channel, contact us. Refer to the WhatsApp onboarding procedure for more details.
- Register WhatsApp templates for your WhatsApp Business account.
Go to Infobip WhatsApp Messaging App on the Oracle marketplace and click Get App to install the application.
The installation wizard will guide you through the installation. In case you run into difficulties, refer to the Oracle Responsys Help Center.
After you have installed the application, go to Account > App Management.
Click the Infobip WhatsApp application.
Click the settings button to configure your app.
Insert your Infobip credentials to connect the app to the Infobip platform.
After you’ve successfully logged in, you’ll see the following window pop up.
For you to send WhatsApp messages through Oracle Responsys, you need to design a program that includes the Infobip application. If you are not familiar with how programs are configured in Responsys, refer to the Oracle Responsys Help Center.
For 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 the entry point. In this case, the entry point is a scheduled filter. Based on that filter, WhatsApp messages will be sent. Messages are sent to numbers stored under the MOBILE_NUMBER_ field in Profile Lists. Read more about Profile List standard fields (system-defined).
Other entry points can be used as well. If you are unfamiliar with the program entry points in Oracle Responsys, refer to the Oracle Responsys Help Center documentation
Apps and Set Data
Once you have configured your filters and scheduled the time of the campaign, you need to configure the Apps tile.
Right-click on the Apps tile and choose Properties.
Choose one of the applications you have installed - Infobip WhatsApp Messaging: Send WhatsApp messages.
Configure the app you have chosen. Click Configure app to continue.
Configure the following:
- WhatsApp message settings
- Input parameters – WhatsApp Templates
- Output parameters (optional)
- Timeout for receiving message status (only neccessary if the output parameter is defined)
WhatsApp Message Settings
Choose a sender. Be careful to choose the right one in case you have more than one registered.
Then, choose whether to send a text or a media template.
Media templates containing quick reply buttons are not supported because MO messages are not supported. Two-way communication is planned in the next app release. Such templates will be marked as “unsupported”.
After you've chosen a template, populate the personalization fields in case they are present in the template you are using.
When you click on any of the empty boxes, you will see a drop-down menu of available placeholders. This is customer data, and it is gathered from the Profile List, Profile Extension Tables, or Event Variables.
Placeholders do not have to be populated dynamically with customer data. They can also be fixed, and you can type the info you wish it to contain.
In the example bellow, the second placeholder was chosen from the profile list, while we typed in the third, so it is not dynamic.
To create complex failover campaigns, store the status of the last message.
Return message statuses:
- Sent – Message sent to the Infobip platform and on its way to the end user.
- Failed – Message not delivered (rejected either by Infobip, MNO, or the end user blocked the sender).
- Delivered – Message successfully delivered.
- Seen – End user received and saw the message.
Navigate to Settings and createa a variable. Choose Tracking and variables and add a new variable. Once you’ve created the variable, it will be available as an Output parameter.
Timeout for Receiving Message Status
Due to limitations on the Responsys side, message status (delivery report) cannot be sent to Responsys in real time. By defining this timeout, you configure the interval after which the Infobip platform will send the message status to Responsys.
The minimum timeout is 10 minutes, maximum is 72 hours. After the Timeout period expires, the Output parameter will be stored as a variable, which is then be forwarded with the Set data tile (described in the following section).
Once message status is stored into the variable, this variable can be used for populating Profile Lists or Profile Extension tables, but also for the data switch scenario as shown on the example bellow.
In case you don't define output parameters, the Timeout period does not a role in your program.
Let’s go back to our example.
We forward the data from the variable into a Profile Extension Table where we have configured WhatsApp attributes. The same can be sent to a Profile List, however, it’s more convenient to use Profile Extension Table. This is because we can add as many attributes as we want, while Profile Lists are already preconfigured. If you are not familiar with the Profile Extension Tables, refer to the Creating Profile Extension Tables.
Right-click on the Set data tile and choose Properties to configure which profile extension table will be populated with the new info.
The message status will be stored in the Profile Extension Table and can later be used in this or any other campaigns.
Once everything is configured, you can validate your program to see if all settings are correct, and then proceed to publish. After publishing the program, you can easily track the steps and its performance in the Analyze tab.
In the example below, you can see that messages have been sent and the program is waiting for the timeout period to expire to forward data into Profile Extension Table.
Here's how the Profile Extension Table looks like:
This is how the message looks like when delivered: