In order to get started with WhatsApp messaging using SMS-Magic, the following are the steps you would need to complete: 

• You can first reach out to our sales team on sales@screen-magic.com to know the prerequisites of enabling WhatsApp messaging capabilities with SMS-Magic. You would need to fill in the use case form and get it approved from WhatsApp.
• You can bring your own WhatsApp-enabled business number (BYOP) OR get one procured through SMS-Magic.
• You can bring your WhatsApp registered templates OR get in touch with our Support Team who can help you get your Message Templates approved and registered with WhatsApp. You can check detailed information on creating WhatsApp templates in further sections.
• For existing SMS-Magic customers, we will be tagging your existing templates with all channels so that you need not have to perform an additional step to use them for WhatsApp Messaging.
• Please note that the entire process of registering your WhatsApp-enabled business number and templates takes around 4 weeks time.
• You can get your WhatsApp enabled business number and registered message templates configured with your account with the help of our support team (care@screeen-magic.com).
• You are now ready to send your first WhatsApp Message.

Text Messages – These include text templates and free text messages that you can send to any recipient as a part of WhatsApp “session messages” i.e. these messages can get delivered only if the recipient is falling inside a 24 hr active window.

Media Messages – These include media messages that you can send to any recipient as a part of WhatsApp “session messages” i.e. these messages can get delivered only if the recipient is falling inside a 24 hr active window. Supported media messages include Images, Videos, Audio, Document files with a maximum size of 2.5MB.

MTM Templates – These include messages using registered and approved templates that you can send as a part of “MTM messages” i.e. these messages can get delivered irrespective of whether the recipient is falling inside/outside of a 24 hr active window.

According to your use case, you can create templates and tag it to single/multiple/all channels. Once you tag a template to the WhatsApp channel, you will be asked to fill the channel-specific information along with the basic template information. Channel specific information will be only required while adding WhatsApp approved registered templates.

You can add non-registered templates as well just by tagging them with WhatsApp channel where channel-specific information won’t be required and these can be only used for sending WhatsApp session messages i.e. in the recipients 24 hr active window.

We will be tagging your existing templates with all channels so that you need not have to perform an additional step to use them for WhatsApp messaging.

In case of creating double opt-in compliance configurations for WhatsApp, you will first have to create a template for the consent confirmation message. You must select the primary object as ‘Consent’ keeping the template text the same as WhatsApp registered template text. You can then select the created template while configuring double opt-in settings.

Note: Now, from version 1.73, you can create Rich media message templates. Select the template category as ‘Rich Media’ and select the channels from the list of channels. Rich media message templates allow users to use the WhatsApp functionalities like clickable buttons and call to action buttons. To know more, refer to this document.

With Rich Media Templates, now you have the button templates in the form of CTA templates and quick reply templates, as highlighted in the image above.

CTA Templates

With the CTA templates, once you click on a button, you get redirected to a website link or a call.

Quick Reply Templates

Under this, you can have maximum up to three options. Once received on the consumer side, they can simply tap on the button and the label of the button will be send as a reply.

As you can see in the image above, in the preview, you have the button templates selected.

1. Interactive Messaging

When a sales or marketing user is trying to send a message using the Sender ID tagged to WhatsApp channel, the system will check whether the recipient is falling inside or outside of the WhatsApp’s 24 hr active window based on “When was the last incoming WhatsApp message received from him”:

• Inside WhatsApp active window: if the difference between the current time and last WhatsApp incoming message received time is less than 24 hrs
• Outside WhatsApp active window: if the difference between the current time and last WhatsApp incoming message received time is more than 24 hrs
• If the recipient falls inside a 24 hr active window, the system will allow you to send messages using free text or any template tagged with the WhatsApp channel
• If the recipient falls outside the 24 hr active window, the system will allow you to send messages using only the MTM templates. You won’t be able to send messages using free text or non-registered templates.

Also note that, while sending interactive messages, if you select ‘Record Owner’s senderID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channels and messages would be sent on SMS channels by default. Your MoC configured phone fields and sender IDs must belong to the same channel to avoid message sending failure.

2. Automated Messaging

Users would be able to initiate automated messaging with WhatsApp channels using existing features of the Converse apps by adding templates, creating action/message flows, and associating them with respective process builder triggers.

Also note that, while creating message flows if you select ‘Record Owner’s Sender ID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channels and messages would be sent on SMS channels by default. If you select ‘Auto’ from the Sender ID drop-down list, you will be able to select templates that are tagged with all channels and messages would be sent on the same channel where the keyword is received. Your MoC configured phone fields and Sender IDs must belong to the same channel to avoid message sending failure.

• If users are trying to create an ‘Auto Reply’ message flow in the Converse apps using Sender ID tagged to a WhatsApp channel, the system will allow them to enter free text or any template tagged with WhatsApp channel

• If a user is trying to create an ‘Automation’ or ‘Notification to user’ message flow in converse apps using Sender ID tagged to a WhatsApp channel, the system will allow him to use only MTM templates in the message flow. The user won’t be able to enter free text or select a non-registered template in the message flow. 

3. Bulk Messaging

As per WhatsApp Business Terms of Service and guidelines mentioned in the further sections, sending unwanted, non-personal, or bulk messages is a violation of their Terms of Service. Hence we recommend you to avoid sending such messages over WhatsApp.

Also while sending bulk messages even if you select ‘Record Owner’s Sender ID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channels and messages would be sent on SMS channels by default. Your MoC configured phone fields and Sender IDs must belong to the same channel to avoid message sending failure.

1. WhatsApp Sender ID

After completing the configuration steps, you would be able to see WhatsApp Sender ID added into the ‘SenderID and Assignment’ table in converse settings along with the ‘Channel Type’ column showing the channel type to which the respective Sender ID belongs. While sending messages, whenever a marketing or sales user selects the value in the “From” number i.e. while selecting the Sender ID from the list, he will be able to understand Sender ID to channel tagging based on text UI identifier added in front of Sender ID as 13833999666 (WhatsApp), 13833999669 (SMS).

2. WhatsApp Templates

When sales or marketing users are trying to send a WhatsApp message, they will have to first select the Sender ID tagged with the WhatsApp channel. Based upon the Sender ID selected, the system will load the list of templates having respective channel tagging available in the list of templates dropdown. Along with the list, they should be able to see one more tag on the UI as “MTM Template” in front of the template name for all the templates which are marked as WhatsApp registered templates. With this tag, the users would be able to identify WhatsApp registered templates separately. 

Please note that WhatsApp 24 hr window condition would be applicable on top of this and according to the recipient session (Inside or outside of the active window), the templates list will be displayed for selection.

3. WhatsApp Outgoing and Incoming Messages

When marketing or sales users send an outgoing message using the Sender ID tagged to WhatsApp channel or receives an incoming message on the Sender ID tagged to the WhatsApp channel, they will be able to see a WhatsApp channel icon tagged with both the messages in the conversation view at the converse desk. Also, we have introduced one more column in SMS History as ‘Channel Type’ displaying the communication channel using which he will be able to identify the WhatsApp outgoing and incoming messages in SMS History.

In the case of a package upgrade scenario, you would see the ‘SMS’ channel icon tagged for all existing messages in the converse desk but the channel type field value for all existing messages in SMS-history will appear as blank.

1. WhatsApp guidelines on How to Get Opt-in for WhatsApp

As per WhatsApp Business Guides, Businesses can obtain opt-in in a multitude of ways, both on and off WhatsApp. Ultimately, WhatsApp wants to help people receive useful information from businesses they want to hear from. Opt-in methods such as via your website, interactive voice response (IVR) flows, or in a WhatsApp thread are acceptable.

Businesses must follow the below requirements when obtaining opt-in:

• Businesses must clearly state that a person is opting in to receive messages from the business over WhatsApp
• Businesses must clearly state the business’ name that a person is opting in to receive messages from
• Businesses must comply with applicable law

Also as mentioned in the WhatsApp Business Policy,

• In order to initiate a WhatsApp message to a person, businesses must first receive opt-in permission confirming that they wish to receive future messages from you on WhatsApp. The opt-in must (a) clearly state that the person is opting in to receive messages from you over WhatsApp and (b) clearly state your business’ name.
• Businesses are solely responsible for determining the method of opt-in, that you have obtained opt-in in a manner that complies with laws applicable to your communications, and that you have otherwise provided notices and obtained permissions that are required under applicable law.
• Businesses must respect all requests (either on or off WhatsApp) by a person to block, discontinue, or otherwise opt out of communications from you via WhatsApp, including removing that person from your contacts list.

2. SMS-Magic Compliance with WhatsApp 

Businesses capturing the recipient’s explicit WhatsApp opt-ins as per the WhatsApp guidelines mentioned above can use our out of box compliance configuration feature to set up and enforce compliance checks for WhatsApp outbound messages.

Please click here to know detailed information on setting up Multichannel Compliance.