WhatsApp Campaigns and Templates
To manage WhatsApp campaigns and templates in Lynn, locate the "Campaigns" icon, which is positioned on the right side of the Lynn application interface.
⚠ Warning: Each Lynn application (Tenant) can contain a maximum of 15 campaigns. If you need more campaigns, please consult your commercial executive or Lynn technical support.
Administrative tasks can be performed by users with roles such as administrator, editor, or campaign administrator in Lynn.
Key functions that can be performed include:
- Creating campaigns.
- Creating or editing templates by provider.
- Configuring templates for loading contact lists in Lynn.
Creating Campaigns
To create a new campaign, locate the “+” button in the toolbar. Clicking this button will open a window with the campaign configuration settings.
Below, we describe the fields for campaign creation:
Division: The campaign will be linked to a Lynn application and a corresponding division within the system. Users will have the capability to select the relevant division based on specific circumstances. This division selection empowers users to align actions or decisions within the appropriate context, thereby contributing to a more precise and effective management of the respective campaign.
Name: You will be required to input the name associated with the campaign you wish to include.
Campaign Type:
Single Message: In this type of interaction, a message is sent to the client, and their reaction is awaited in response for initiating the Lynn session.Multiple Message In this mode, a message is sent to the client, while simultaneously initiating a session in Lynn. As a result, the client will be immediately connected through Lynn, without the need for any further action.📝Note: For interactions carried out via WhatsApp, only the "Single Message" option is valid.
Execution Mode:
Manual: Requires manual initiation of the campaign by a person.Scheduled: Initiates the campaign based on the specified date and time in the "Campaign Start" and "Stop Campaign" fields.AlwaysOn: This campaign remains active continuously. Whenever a new record is added, the records are automatically executed. Category: In this item, you can create or select a campaign category from the dropdown list. Grouping campaigns into specific categories streamlines the search process, offering structured organization and facilitating quicker locating of desired campaigns.
Valid until: Duration of campaign validity.
Duration in hours: Time interval in hours between message dispatch and client interaction (Allow up to 10,000 hours).
Intent to Execute: Dropdown list from which an intention is selected for execution according to the flow. It's important to note that the intention must be pre-created.
Finally, click the create button, and your campaign will be displayed in the campaign view.
WhatsApp templates
Digital channels have policies that describe and regulate the usability of the channel. In the case of WhatsApp, if a customer initiates a communication to the Bot, it has a 24-hour window, from the last message, to respond to him with a free format message. After this period, it must use a message template.
WhatsApp templates are specific message formats that companies use to send notifications or customer service messages to people who have accepted to receive them. Some of these messages can be reminders, shipping information, trouble shooting or payment updates. It is the responsibility of the person hiring the service, to request approval of the template from the provider.
Lynn Proactive module provides a set of APIs that allow you to manage some of the module's functionalities, they are of type REST and require an Authorization Token.To check how to consume this API click HERE
There are two types of message templates:
-
MTM (Message Template): Allows the sending of a simple text message.
-
MMT (Media Message Template): Allows the sending of messages that, in addition to text, can contain a multimedia element, for example: images, videos, files, etc. The variety of supported formats, depends on the provider.
Template Settings per Provider
Each WhatsApp provider defines the necessary parameters for sending messages using templates. Below is the configuration for the providers supported by Lynn:
NEXMO
- Template MTM:
| label | Possible value |
|---|---|
| TEMPLATE | verify |
| NAMESPACE | 9b6b4fcb_da19_4a26_8fe8_78074a91xxxx |
| LOCALE | en_GB |
| WHATSAPP_NUMBER | +569xxxxxxxx |
| HSM_TYPE | MTM |
| HSM_MTM_DATA | 'Vonage Verification' '64873' '10' |
- Template MMT
| label | Possible value |
|---|---|
| TEMPLATE | verify |
| NAMESPACE | 9b6b4fcb_da19_4a26_8fe8_78074a91xxxx |
| LOCALE | en_GB |
| WHATSAPP_NUMBER | +569xxxxxxxx |
| HSM_TYPE | MMT |
| HSM_MMT_HEADER_DATA | {type: text,text: replacement_text} {type: image,image: {link: http(s)://the-url}} otros |
| HSM_MMT_BODY_DATA | {type: text,text: replacement_text} {type: image,image: {link: http(s)://the-url}} otros |
MASIVIAN
- Template MTM:
| label | Possible value |
|---|---|
| TEMPLATE | 151 |
| NAMESPACE | 9b6b4fcb_da19_4a26_8fe8_78074a91xxxx |
| LOCALE | es |
| WHATSAPP_NUMBER | +569xxxxxxxx |
| HSM_TYPE | MTM |
| HSM_MTM_DATA | 'Parámetro 1' 'Parámetro 1' '10' |
TWILIO
- Template MTM:
| label | Possible value |
|---|---|
| TEMPLATE | 151 |
| NAMESPACE | 9b6b4fcb_da19_4a26_8fe8_78074a91xxxx |
| LOCALE | es |
| WHATSAPP_NUMBER | +569xxxxxxxx |
| HSM_TYPE | MTM |
| HSM_MTM_DATA | 'Parámetro 1' 'Parámetro 1' '10' |
INFOBIP
- Template MTM:
| label | Possible value |
|---|---|
| TEMPLATE | welcome_multiple_languages1 |
| LOCALE | es |
| WHATSAPP_NUMBER | +569xxxxxxxx |
| HSM_TYPE | MTM |
| HSM_MTM_DATA | 'Parámetro 1' |
GUPSHUP
- Template MTM:
| label | Possible value |
|---|---|
| TEMPLATE | a5124f09-3a91-4fba-9438-e20a0150xxxx |
| LOCALE | es |
| WHATSAPP_NUMBER | +569xxxxxxxx |
| HSM_TYPE | MTM |
| HSM_MTM_DATA | 'Nombre' 'Cancelar' |
Template MMT
| label | Possible value |
|---|---|
| TEMPLATE | d697bbc9-7f87-4d1c-8d79-9d0f93dexxxx |
| LOCALE | es |
| WHATSAPP_NUMBER | +569xxxxxxxx |
| HSM_TYPE | MMT |
| HSM_MMT_BODY_DATA | CLIENT_NAME + ',123' '{\type\:\image\,\image\:{\link\:\https://www.buildquickbots.com/whatsapp/media/sample/png/sample01.png\}}' |
General Information about META Templates
Templates are used in messages to initiate marketing, utility, and authentication conversations with customers. Unlike free-form messages, templates are the only type of message that can be sent to customers who have not initiated a conversation or have not sent any messages in the last 24 hours.
To send template messages, it is necessary to approve the templates. Additionally, templates can be automatically disabled based on customer feedback and interaction. When a template is disabled, it cannot be sent in a message until its quality improves or it no longer violates business or commercial policies.
Note: For more information, please visit the WhatsApp Business Platform
Important Information April 1, 2024:
As of April 1st, a read rate will be added. Meta will pause marketing-type templates (for 3 hours) if the read rate is low. Meta does not define a threshold, but it depends on the quality of the campaign, for example, a contactability rate higher than 65%:
Read rates are considered the number of messages read in correspondence with the number of messages sent. It is important to note that only messages received or read by customers with read confirmation enabled are taken into account for this rate; otherwise, the sent message will not be considered within the read rate.
Best Practices Recommended by BSP Gupshup
Template configuration for loading contact list
Using this tool, users have the ability to generate .CSV format uploads that are essential for creating the contact list in the Outbound campaigns developed by Lynn. The steps to follow are as follows:
1- Access the corresponding Lynn environment (Testing or Production).
2- Locate the campaigns icon.
3- Select the division.
4- Locate the "WhatsApp Templates" button at the top right of the window.
5- In the popup window, you can create a new template or edit an existing one.
- To create, click on the "+" button as indicated in the image.
- To edit, click on the "pencil" button as indicated in the image.
In both options, you can see several fields, below is a description:
| ITEM | DESCRIPTION |
|---|---|
| Name | Name of the template. |
| Channel | Select the channel through which the campaign will be executed. |
| WhatsApp / Voice | Depending on the selection of the "Channel" field, in this field, you can locate the phone numbers already configured. Select the number through which the campaign will be executed. |
| Template ID | ID of the service provider's HSM template (Gupshup, Nexmo, etc). |
| Namespace | Namespace of the service provider's HSM template (Gupshup, Nexmo, etc). |
| Locale | Locality/Language |
| Campaign Type | Here you must define the type of campaign according to the template: - MTM (Message Template): Allows the sending of a simple text message. - MMT (Media Message Template): Allows the sending of messages that, in addition to text, can contain a multimedia element, for example: images, videos, files, etc. The variety of supported formats depends on the provider. |
| Column Delimiter | The symbol that will delimit the columns in your .csv template. |
| Row Delimiter | The symbol that will delimit the rows in your .csv template. |
| Enable Multiple Active Results | Select "YES" to allow the same contact to have 2 records within the campaign. |
| Sandbox Record | For exclusive use in the testing environment. Select "YES" to run the campaign with Sandbox.** |
| Enable Opt-In Contact | Select "YES" to enable Opt-in contact, that is, a link will be sent to the user to subscribe and accept to receive information. |
| Ignore DND | Select "YES" to ignore the client's DND (Do Not Disturb) settings. |
| Columns | In this section, you can define the columns that will contain the data from your contact list. You can add new fields using the "+" button. |
| DATA/HEADER/BODY | In these sections you can define: - The DATA(MTM): field to define the variable to be used in the campaign. Example: Input: ["ContactName"].
|
| HEADER (MMT): field to define the variable to be used in the campaign. Example: Input: ["ContactName"].
|
|
| The BODY (MMT): here you must define the text and variables to be used in the messages of the campaign (array of variables). Example: Input: [ "'{\"text\", \"text\": \"' + ContactName + '\"}'"],
|
6- Next, you can obtain the CSV file that will serve as a template for you to enter the contact data for the Campaign, to do this locate the download icon as shown in the image:
7- For the list upload process, click on the “Upload campaign data” button:
In the pop-up window you can see:
a) WhatsApp Templates: where you can select the template configured in the previous steps.
b) Import Template: here the JSON already built to the measure of the selected template is found.
c) Contacts File: here you must select the .CSV file that already contains the data of your contacts. Remember to use the .CSV template you downloaded in the previous step.
8- Press "Upload File" and the data in the .CSV will be loaded and ready to be contacted.