How to setup whatsapp campaigns

The user needs to get access to below panels -

1. Whatsapp panel (owned by Facebook) to create a WhatsApp template. For this, please get in touch with ashutosh.sati@paytm.com for panel access.

2. Seller panel (Notifications tab). For this, please get in touch with IT team - itteam@paytm.com

3. Clevertap to create campaigns

Step 1: Create a template on the panel as per WhatsApp guidelines and the same will be approved by Facebook. Please find below a sample view of whatsapp template approved by facebook.Facebook

Step 2: Once the template is approved, create a template on the seller panel. Follow the below steps.

Go to notifications on the seller panel and click on ‘Add New Template’

Template creation guide - https://wiki.mypaytm.com/display/NOT/Template+Creation. 

Important  points to note -

1. Create a new/unique template id/template name on the seller panel for every campaign that is to be scheduled. 

2. Template generated and approved on the WhatsApp/facebook panel can be reused or it can be different, but the template name generated on seller panel needs to be unique for every campaign. 

3. Type = Whatsapp

4. Whatsapp Sender:        i. Paytm Cloud (For Paytm Account)
                                     ii. P4BCloud (For Paytm for Business Account)
                                     iii. RU Cloud (For RU and Bill Payments) 

5. Attachment: (to be added when there is a media attachment in whatsapp template)

   1. URL = {{=url}} or url of image if it is a static image

   2. AttachmentName = image

   3. AttachmentType = image

   4. Method = GET

6. Whatsapp options

   1. Type = TEMPLATE_MEDIA

   2. LanguageCode = EN

   3. TemplateName = add name of template created on whatsapp panel

7. Specify the variables in Body 

   1. If there are no variables, put []

8. Whatsapp consent that is to be entered while creating a template on the seller panel

1. Check Preferences: Toggle the button to 'YES' and highlighted as Green

2. Select Whatsapp.Global.Consent from the drop down menu

Step 3: Follow the below steps to create a campaign on CT

Step 3.1:Select Campaign from the left side panel, then click on +Campaign

Step 3.2: Select Campaign Channel - Webhooks

Step 3.3: Select Campaign Type

Step 3.4: Delivery configuration 

• Start time
• End time

Step 3.5: Select the segment/user property from ‘Display common properties such as’

Step 3.5: Select the segment/user property from ‘Display common properties such as’

Ensure user property ‘permission_whatsapp_consent’ not equals 0 while creating segments.

This is mandatory to ensure we are sending whatsapp messages to only those users who have given consent

Ensure user property ‘WA_notification_received_status_last_10_days not equals "Yes"

This is mandatory to ensure we are not targeting same user within 10 days in a month

Step 3.6: Select the correct webhook ‘Post - [WhatsApp][Prod][Private][New]

Step 3.7: Enter the following JSON in the Webhook Content Format. Copy paste the below JSON. 

{

    "notificationReceiver": {

        "notificationReceiverType": "CUSTOMERID",

        "notificationReceiverIdentifier":[ Profile.customer_id_paytm | default:"123"  ]

    },

    "templateName": "template name as created in Step 2 on seller panel",

    "dynamicParams": {variables defined in template}

}

3.8: How to test Whatsapp Campaigns

• Define the When, Who, What, Setup section of the campaign

• Save the campaign name as per convention

• Click on send test Webhook icon at the bottom of What section

• Enter customer ID in Identity field | Send test notification

Note: If the variable field is configured via user property, actual value will get passed in the message even in testing. If customization is done via event property, default value will be passed for test notifications

IMPORTANT STEPS TO NOTE

Mandatory Nomenclature to be followed for the Campaign name : 

Below is the format that we need to follow going forward for all WhatsApp campaigns.

[Campaign type]_[Category name]_[Sub Category name]_[Campaign Details ]_[Template id ]_[Start Date]

e.g. 

WA_WLT_ADDMONEY_OFFER1_XYZ_27FEB22

WA_UPI_P2P_5PE25_FGH_27JAN23

Note - 

- Template Id needs to be used from Seller Panel 

- Ensure all campaigns have a new and unique template id

Please note : it is mandatory to use “|” in the campaign name, without this measurement of the whatsapp campaign wont be possible

Step 4: What to send

• The json script should be written in the correct format. Incase the format is incorrect, CleverTap has the feature to indicate errors in json formatting (Borderline of json script box turns red in case of errors)

• The template name should be correctly mentioned in the json script. This should be verified in Seller panel and Whatsapp panel.

• The variable fields mentioned in the json should match with the variable fields configured in seller panel and Whatsapp panel

• The webhook should be correctly configured . Webhook to be used for Whatsapp is  [WhatsApp][Prod][Private][New]

Step 5: Every category should mandatorily add labels and conversion events in their campaigns

Step 6: Campaign or messaging checks which should be in place

• Ensure that the content is crisp and has a clear CTA

• Standard font and size for all text

• Similar template for different campaigns

• Before approving, double check on the question: Will the user block you?

Reference Links

https://wiki.mypaytm.com/display/NOT/WhatsApp+Integration

https://wiki.mypaytm.com/display/NOT/Template+Creation

FAQs

1. If we want to send WhatsApp notifications in the P4B channel, where should we create it on clever tap? 

   1. PP (Paytm-Merchant)

2. What to put in the seller panel when no variables are there?

   1. Empty parenthesis []

3. How to define the names of variables?

   1. It can be anything according to the campaign manager

4. What should the site ID be?

   1. It is not used in WhatsApp notifications so we put 1 by default