Oracle Responsys

This article covers how to connect Oracle Responsys with the Infobip platform using WhatsApp as a communication channel.

Prerequisites

To start using WhatsApp as channels via Oracle Responsys, here is what you will need:

  1. Have an Infobip account. Sign up for an account.
  2. Set up WhatsApp senders on your account. To enable WhatsApp as a channel, contact us. Refer to the WhatsApp onboarding procedure for more details.
  3. Register WhatsApp templates for your WhatsApp Business account.

Plugin Installation

  1. Go to Infobip WhatsApp Messaging App on the Oracle marketplace and click Get App to install the application.
    Infobip plug in for WhatsApp on Oracle Responsys

  2. The installation wizard will guide you through the installation. In case you run into difficulties, refer to the Oracle Responsys Help Center.

  3. After you have installed the application, go to Account > App Management.
    Oracle Responsys account management

  4. Click the Infobip WhatsApp application.
    App management - Oracle Responsys

  5. Click the settings button to configure your app.
    App management - Oracle Responsys with Infobip platform

  6. Insert your Infobip credentials to connect the app to the Infobip platform.
    Insert Infobip credentials

  7. After you’ve successfully logged in, you’ll see the following window pop up.
    Infobip WhatsApp CX Marketing application

User Guide

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

Oracle Responsys - program designer

Entry Point

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.

  1. Right-click on the Apps tile and choose Properties.

  2. Choose one of the applications you have installed - Infobip WhatsApp Messaging: Send WhatsApp messages.
    Select app

  3. Configure the app you have chosen. Click Configure app to continue.
    Send WhatsApp messages configuration

  4. 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.

WhatsApp message settings

IMPORTANT

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”.

Choose a template

Input Parameters

After you've chosen a template, populate the personalization fields in case they are present in the template you are using.

Input parameters - WhatsApp Template

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.

Input parameters

Output Parameters

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.
Tracking and variables

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. 

Program logic for Infobip app

NOTE

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.

Set data activity

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.

Analyze

Here's how the Profile Extension Table looks like:

Profile extension table

This is how the message looks like when delivered:

Oracle Responsys over Infobip WhatsApp channel message example