Create a WhatsApp campaign

  • Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4 license
  • For WhatsApp: Outbound > WhatsApp Campaign > Add, Delete, Edit, View permission
  • For all campaign types: Outbound > Contact List > Search permission
  • (Optional) For all campaign types: Outbound > DNC List > View permission
  • For the WhatsApp integration: Messaging > WhatsApp Integration > Add, Delete, Edit, View permission

Before you set up a WhatsApp campaign, perform these tasks:

    Next, add the resources required for this campaign mode, or identify existing resources to reuse.

    Resource Required? Description

    Contact List

    Yes

    Define the list of persons that you want to contact or know which existing list to use. 

    Notes:

    • WhatsApp phone numbers are treated as Phone IDs, not E.164 numbers, by the messaging service today, even though the Phone ID technically represents a real phone number.

      Do Not Contact List

      Optional

      Define a list of numbers that this campaign never messages, even if they are in the contact list. For more information, see Create a new internal DNC list.

      Division

      Yes

      Know which division to associate with this campaign, or whether to use the Home division by default. For more information, see Divisions overview.

      When your setup is complete, create your WhatsApp campaign by following these steps:

      1. Click Admin.
      2. Under Outbound, click Campaign Management.
      3. Select the Digital Campaigns tab, and then click Create New.
      4. Type a name in the Campaign Name box. The name of a campaign can contain spaces and special characters, but must be unique.
      5. Select a Division or accept the default Home division. For more information, see Work with Divisions in About access control.

      1. Use the Contact List box to select a list of contacts for this campaign to message. To filter the list, type all or part of a name. If you select an unassignable list, a message indicates why. A contact list is invalid if:
        • No defined phone number types exist for the list.
        • The list has no records.
        • The list failed to import.
        • An import that created the list is still running.

        Tip: If you have not created a contact list, you can do so without leaving the current page:

        1. Click the Contact List box and then click Create a New Contact List.

          Figure shows how to create a new contact list while editing a campaign configuration

          A dialog box prompts for the contact list name and a .csv file to upload:

        2. Type a name in the Contact List Name box and click Browse to select a contact file to upload. For more information, see Create a new contact list.
          Ignore the Attempt Control option in the Advanced section. Attempt controls only apply to voice campaigns and are not applicable to digital campaigns.

        3. Click Save.

        Note: Wrap-up code mapping is not applicable to digital campaigns.

      2. Optional. From the Contact List Filter box, select the contact list filter relevant to this campaign to limit the messages to contacts that match the filter. For more information, see Contact list filters view.

      3. From the Messages per Minute box, enter the number of messages to be sent each minute during the campaign. If you set the value to anything greater than the maximum message limit, an error occurs. 

      4. Optional. From the DNC Lists box, select a table of Phone IDs that this campaign should never message. To filter the list, type all or part of a name. When this campaign selects records to message from its contact list, it excludes numbers that match entries in this DNC list. If you select an unassignable list, a message appears. A Do Not Contact list is invalid if:
        • All or part of the list contains no records.
        • All or part of the list failed to import.
        • The Contact Method for the list is not Phone.

        Tip: If you have not created a DNC list, you can do so without leaving the current page:

        1. Click the Do Not Contact Lists box and then click Create a New DNC List.

          Figure shows how to create a new dnc list while editing a campaign configuration
          A dialog box prompts for the DNC list name and for a .csv file to upload.

          Figure shows how to create a new dnc list while editing an SMS campaign configuration.

        2. Type a name in the DNC List Name box and to select a DNC file, click Browse. At minimum, the .csv file can contain a single column of telephone numbers. A DNC file contains multiple phone number columns and redundant information, such as contact names.

          Example:

          Last Name, First Name,DNC_Home,DNC_Cell,DNC_Work
Smith,Bill,317-153-4777,317-981-6233,317-333-2174
Thomas,Terry,424-999-2334,424-384-9993,424-973-8828

          Genesys recommends that you include only phone number columns in your .csv file.

        3. Click Save.

        1. From the Type box, select WhatsApp as the type of messages used in this campaign.
        2. From the WhatsApp Column box, select the contact list column that contains the customer’s Phone ID.
        3. From the WhatsApp Campaign Template box, select the WhatsApp campaign template. 
        4. From the WhatsApp Integration box, select the WhatsApp integration for this campaign.

        1. Optional. Enable Always Running if you want the campaign to continue running even if there are currently no contacts in the contact list. The campaign does not complete when it runs out of records, and instead sits idle waiting for more records to be added. This option is useful if the contact list is dynamically updated from another source.
        2. Optional. Sort the contact list by column before messaging begins. For example, if your contact list has an Amount_Owed column, you could sort the list to message people who owe the highest amount first. Under Advanced > Contact Sorting, select a contact list column in Sort by. Select a Sort order: ascending (default) or descending. If the sort column contains numeric information such as a telephone number or monetary amount, switch the Field is Numeric toggle to Yes. Contact list sorting takes place at the campaign start. If you add a contact while a campaign is running, the new contact is messaged but it is not included in contact list sorting. To sort by extra columns, click the plus sign. You can sort up to four contact list columns, with the first sort taking the highest precedence.Figure shows options for sorting the contact list based on a single column

          Note: Special considerations apply when sorting a date column. The system does not sort a contact column that represents a date formatted mm/dd/yy as a date. It sorts the column as a string since the system does not recognize that format as a date. To work around this limitation, format dates using ISO 8601 format (yyyy-mm-dd). That format sorts in the same order whether considered a string or a date. To denote Christmas Day for example, enter 2017-12-25 instead of 12/25/17.

        When you complete your WhatsApp campaign configuration, click Save. The new campaign is available on the Campaign Management page.

        Notes:
        • A message appears if the new campaign exceeds the maximum limit count of 1,000 campaigns. Delete old or obsolete campaigns as needed and click Save again to complete the new campaign configuration.
        • You can see and export digital campaign reporting from the interaction view, and not in the call detail report. For digital campaigns, you can see the dispositions OUTBOUND-MESSAGE-SENT or OUTBOUND-MESSAGE-FAILED.
        • To view the delivery status of your WhatsApp campaign interactions, click Performance > Workspace > Interactions. The data is contained in the Delivery Status column. For more information, see Interactions view.