Messaging-WhatsApp

What is it?#

A WhatsApp SDC communication is a quick, direct way to interact with customers via WhatsApp messages. WhatsApp communications are a great way to continue conversations with customers as all messages are delivered within the same thread.

WhatsApp communication features#

Resul’ WhatsApp communication module enables:

Selection of message template
Editing of dynamic portions of the template
Running of test communication with an approval workflow

Three-step process#

WhatsApp communications follow a two-step process in Resul.

In this module, we only address Step 2. For step 1, access detailed guidance at

Plan a single dimension communication .

Authorization and making changes#

Setting up a single dimension WhatsApp communication can be done by a Super User, Administrator, or the Key Contact for the account.

Accessing WhatsApp communication creation#

Select the communication module and click on the "+" icon to add a communication.
Then select Single dimension delivery method.
Select Messaging in the communication plan screen.
Select Messaging on the left panel.

Creating a WhatsApp communication#

Once the communication has been planned, create the WhatsApp communication following these steps:

Select the sender ID to be displayed to recipients from the drop down. This will filter down the list of available WhatsApp templates to show templates only onboarded for this sender id.

Select the audience by specifying the target list(s) from the drop-down list. Click the "+" icon to create a new target list.

Choose the template language for the WhatsApp template. This further filters down the list of available templates to show templates available in the language selected.

Choose the template using the dropdown list. The list is filtered based on Sender id and language selection. On selection the template text is visible in text editor.

Edit dynamic portions of content in the text editor.
Note: Edit the portions inside the curly braces only.
- Personalize elements of the dynamic portion of the template content using the attributes from the drop-down list.
- Insert the communication smart link.
- Preview the message using the preview icon.

Run a test communication to send a test WhatsApp message to one number. Only one number can be used.

Schedule the communication by entering the date and time to send it out. Enter the details in the format displayed or use the icons provided. Edit the time zone by using the pencil icon. The communication schedule must fall within the communication duration set when Planning the communication

Save the WhatsApp communication settings and exit or select another action.
Proceed to the next stage in the communication creation process.
There are 4 options to proceed:
- Click "Save" to save the current input and return to the communication list All mandatory fields on the current screen must be completed to save successfully. The platform will highlight any missing mandatory information.
  The communication will be saved as "Draft" if it is a new communication. If the user has been editing a "Draft" or "Scheduled" communication, the communication state does not change.
- Click "Next" to save the current input and proceed to the next step which is sequenced as follows:
- All mandatory fields on the current screen must be completed and the platform will highlight any missing mandatory information.
- The input screen for the next channel type selected during the planning step is displayed.
- If setup for all channel and analytics types selected has been completed, the communication execution screen (pre-communication analytics) is displayed.
Click on another channel type. Only channel types selected during the communication planning stage will be available. Input for the current channel type is discarded unless the user clicks "Save" or "Next."
Click" "Cancel" to return to the communication list screen. Any current input since the last time "Next" button was clicked is discarded.